City and County SF Apprenticeship (Admin use only)

On-the-job Training

• IT Service Management
  • Demonstrates knowledge of help desk functions for routine issues including problem tracking, analysis, and resolution
  • Demonstrates ability of performing fundamental troubleshooting hardware/software problems
  • Demonstrates knowledge of how to define and document help desk solutions; provide problem determination
  • Demonstrates knowledge of how to coordinate with vendors for equipment repair
  • Demonstrates knowledge of network issues; logging, tracking, and monitoring all problems and requests
  • Demonstrate knowledge of and participate in the development and production of system/end-user documentation for applications processing and procedures
• Customer Services
  • Demonstrate ability to provide fundamental technical and operational support for computers and networks
  • Demonstrate ability to provide fundamental technical support to department programs and staff in the use of computer applications
  • Demonstrates knowledge in the development and implementation of training activities and materials
  • Demonstrate ability to Instruct users in logon and document identification procedures.
• Computer Fundamentals
  • Demonstrate knowledge of monitoring and operating computer and telecommunications systems, including data lines, terminals and printers
  • Demonstrate knowledge of analyzing and resolving system problems to ensure continuous system operations required for scheduled data processing functions, and providing communications support between systems
  • Demonstrate knowledge of how to install and configure workstations, printers, and various peripherals
  • Demonstrate knowledge of how to install software applications
  • Demonstrate knowledge of how to generate reports and statistics, perform system backups, retrieve documents, and assists in data recovering for end users
• Security Fundamentals
  • Demonstrate knowledge of how to assign logons and rights, print queues, and directory structures
  • Demonstrate knowledge of how to reset passwords, grant access to departmental groups, and run security programs