Florida Department of Education
Curriculum Framework 

Program Title:	Information Technology Support Specialist
Career Cluster:	Information Technology

CCC	
CIP Number	0511010311	
Program Type	College Credit Certificate (CCC)	
Program Length	18 credit hours	
CTSO	PBL, BPA 	
SOC Codes (all applicable) 	Assignment pending.	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	

Purpose

This certificate program is part of the Computer Information Technology AS degree program (1511010307).

A College Credit Certificate consists of a program of instruction of less than sixty (60) credits of college-level courses, which is part of an AS or AAS degree program and prepares students for entry into employment (Rule 6A-14.030, F.A.C.).

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Information Technology career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Information Technology career cluster. 

The content includes but is not limited to instruction in computer literacy; software application support; basic hardware configuration and troubleshooting; networking technologies, troubleshooting, security, and administration; and customer service and human relations skills.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Demonstrate how to use current productivity software applications and tools including word processing, spreadsheets, database, presentation software, email, and internet browser applications.
02.0	Install, configure, upgrade and troubleshoot computer hardware.
03.0	Install, configure, manage, and troubleshoot an operating system.
04.0	Demonstrate proficiency in supporting Windows-based client and network computer systems.
05.0	Demonstrate proficiency in installing, configuring, deploying, and supporting desktop applications.
06.0	Demonstrate proficiency in supporting Windows users.
07.0	Perform help desk support activities.

Florida Department of Education
Student Performance Standards

Program Title:	Information Technology Support Specialist
CIP Number:		0511010311
Program Length:	18 credit hours
SOC Code(s):		

This certificate program is part of the Computer Information Technology AS degree program (0511010307).  At the completion of this program, the student will be able to:	
01.0	Demonstrate how to use current productivity software applications and tools including word processing, spreadsheets, database, presentation software, email, and internet browser applications. The student will be able to:	
01.01	Distinguish between appropriate and inappropriate use of technology in a professional or academic setting.	
01.02	Distinguish between legal and illegal file-sharing practices.	
01.03	Identify the ways in which a virus can infect electronic devices.	
01.04	Describe common threats to the security of electronic devices.	
02.0	Install, configure, upgrade and troubleshoot computer hardware. The student will be able to:	
02.01	Describe the architecture and operation of a typical computer system.	
02.02	Describe the use of binary numbers to represent instructions and data and the hardware implications.	
02.03	Identify various coding schemes including ASCII and other data types.	
02.04	Describe and identify motherboards and their components.	
02.05	Describe the features and types of computer form factors, chassis, power supplies and cooling devices.	
02.06	Describe and identify mass storage devices.	
02.07	Distinguish between the different display devices and their characteristics.	
02.08	Summarize the function and types of adapter and interface cards.	
02.09	Construct and configure a computer system from individual components.	
02.10	Install, configure, optimize, and upgrade components in portable devices.	
02.11	Perform file and system management tasks.	
02.12	Perform the installation, configuration, optimization, maintenance, and upgrading of printers and other peripheral devices.	
02.13	Troubleshoot new and existing computers and peripheral devices, and document the problems discovered and the solutions implemented.	
02.14	Troubleshoot client-side network connectivity issues using appropriate tools.	
02.15	Identify potential hazards and implement proper safety procedures, including electrostatic discharge (ESD) precautions and professional operational procedures, safe work environment and equipment handling.	
03.0	Install, configure, manage, and troubleshoot an operating system. The student will be able to:	
03.01	Identify the fundamental principles of operating systems.	
03.02	Describe the general features and uses of current operating systems.	
03.03	Compare and contrast features of popular operating systems.	
03.04	Identify the names, locations, purposes, and contents of major operating system files.	
03.05	Use command line functions and utilities to manage the operating system, including proper syntax and switches.	
03.06	Create, view, and manage disks, directories and files, and change file attributes.	
03.07	Identify the major operating system utilities, their purpose, location, and options.	
03.08	Install major operating systems and bring the operating system to a basic operational level.	
03.09	Perform operating system upgrades.	
03.10	Create an emergency boot disk with utilities utilizing basic system boot sequences and boot methods.	
03.11	Optimize the operating system and major operating system subsystems.	
03.12	Distinguish and interpret the meaning of common error codes and startup messages from the boot sequence and identify steps to correct the problems.	
03.13	Recognize when to use common diagnostic utilities and tools.	
03.14	Select and use system utilities and tools to diagnose, troubleshoot and resolve operating system problems.	
03.15	Detect and resolve common operational and usability problems.	
03.16	Discuss the network protocols used by operating systems.	
03.17	Explain how networking is supported by various operating systems.	
03.18	Configure operating systems to connect to a local area network.	
03.19	Configure operating systems to connect to and use Internet resources.	
03.20	Troubleshoot and diagnose basic network and Internet connectivity problems.	
04.0	Demonstrate proficiency in supporting Windows-based client and network computer systems. The student will be able to:	
04.01	Describe the features and characteristics of a well-deployed and operational client computer in a Windows networked environment.	
04.02	Perform baseline measurements, perform security and performance audits on a client computer, and document findings.	
04.03	Describe the methods of establishing, configuring and controlling group policies.	
04.04	Configure and troubleshoot group policy settings for client computers in a Windows domain.	
04.05	Configure, manage and troubleshoot task scheduler, event forwarding and monitoring tools on a Windows client computer.	
04.06	Test, configure and schedule Windows updates, patches and service packs prior to and after network-wide deployment.	
04.07	Troubleshoot Windows performance, reliability, and security issues.	
04.08	Configure, manage, maintain and troubleshoot Windows security issues, including adding trusted sites, installing secure plug-ins, identifying group policy restrictions, obtaining certificates, analyzing services and programs.	
04.09	Install, manage and maintain anti-malicious software, firewalls and access control.	
04.10	Configure, troubleshoot and secure network protocols and services for Windows client computers.	
04.11	Configure, enable, manage and troubleshoot VPN, mobile and remote access.	
04.12	Troubleshoot, resolve and document network issues, including wired and wireless connectivity, name resolution issues conflicts IP address, routing problems, security breaches, domain issues and group policy problems.	
04.13	Determine whether problems are a result of hardware issues, Windows issues, application failures, user errors or other reasons.	
04.14	Monitor events in an enterprise network and log incidents.	
05.0	Demonstrate proficiency in installing, configuring, deploying, and supporting desktop applications. The student will be able to:	
05.01	Perform advanced office application functions using word processing, spreadsheet, database, presentation, email, and web applications.	
05.02	Test functionality and compatibility of desktop applications and updates with operating system and the intended enterprise use.	
05.03	Demonstrate the common steps to install desktop applications.	
05.04	Configure and deploy desktop and enterprise applications in a networked environment.	
05.05	Administer software license policies, including management of licenses and licensing restrictions, digital signing, and auditing.	
05.06	Perform support functions for deployed applications.	
05.07	Troubleshoot and resolve desktop application issues in a networked environment.	
05.08	Describe how product standards in the IT field emerged.	
05.09	Identify methods for evaluation and selection of products.	
06.0	Demonstrate proficiency in supporting Windows users. The student will be able to:	
06.01	Configure the Windows interface and customize application features to meet user needs, including ADA accessibility.	
06.02	Configure and modify default user settings in Windows and applications to maximize user performance and to comply with business policies.	
06.03	Manage, maintain and backup Windows client computers according to business procedures and user needs without adversely affecting workplace activities.	
06.04	Migrate user data, settings and profile to a newly deployed and configured Windows computer.	
06.05	Configure, maintain and troubleshoot user account control and authentication issues, including resetting passwords, recovering encryption keys, modifying user accounts and group policies, and elevating privileges.	
06.06	Determine whether a client is receiving regularly scheduled updates and resolve issues.	
06.07	Configure and troubleshoot user access to network resources.	
06.08	Perform a system recovery on a user computer and backup user data.	
06.09	Describe methods of understanding and managing user’s needs and expectations.	
07.0	Perform help desk support activities. The student will be able to:	
07.01	Describe the various functions, operations, and departments within a business organization such as accounting, payroll, human resources and marketing.	
07.02	Describe the role of the IT support function within the business organization.	
07.03	Describe the incident management process and help desk service best practices when handling incidents.	
07.04	Apply systematic problem-solving and troubleshooting processes to typical end-user issues.	
07.05	Discuss the processes for resolving customer issues.	
07.06	Describe strategies for handling difficult clients and incidents.	
07.07	Identify and select a variety of tools and technologies that aid in the effective management of the help desk function.	
07.08	Describe the process of identifying and resolving customer needs within the context of the business enterprise.	
07.09	Describe the training process of end users and effective methods of delivering training materials.	
07.10	Present and follow oral and written instructions.	
07.11	Participate in group discussions as an IT support specialist and trainer.	
07.12	Describe the types of end user documentation and the process of developing technical instructions for end users.	
07.13	Prepare, outline, and deliver a short IT training presentation.	
07.14	Use appropriate communication skills, courtesy, manners, and dress in the workplace.	
07.15	Customize application features to meet user needs and to comply with ADA.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Career and Technical Student Organization (CTSO)

Phi Beta Lambda (PBL) and Business Professionals of America (BPA) are the intercurricular career and technical student organizations providing leadership training and reinforcing specific career and technical skills.  Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered.  

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml