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Business, Management, and Administration, Grade 9 - 12, Information Technology Support and Services, 2009

1.) Demonstrate customer service skills related to information technology support and services.

2.) Utilize mathematics skills to develop information technology budgets and support costs.

3.) Develop information technology short- and long-term budgets, including calculating supply costs, preventive maintenance repairs, hardware replacement, and hardware and software upgrades.

4.) Analyze computer problems to determine solutions by using the troubleshooting process.

5.) Apply the troubleshooting process solution to repair computer problems with software and hardware components.

6.) Analyze technical support to identify support requirements, skill-level needs, customer needs, information and data analysis, and data and system configuration to formulate a support plan.

•  Demonstrating proper documentation for support provided
•  Utilizing oral and written communication skills to train computer users
7.) Demonstrate ability to manage network user account access, including assigning of account privileges, producing required documentation, and maintaining training manuals.

8.) Manage software systems, including performing configuration management activities, updating virus protection software, and evaluating application software packages.

9.) Explain the components of information system analysis and design.

•  Initiating a system design project
•  Evaluating applications within the information system
10.) Utilize research results to evaluate software requirements to meet various system needs.

11.) Identify the purchasing process for determining system needs related to equipment, supplies, and upgrades.

12.) Determine career and entrepreneurial opportunities, responsibilities, and educational and credentialing requirements related to information technology support and services career opportunities.

13.) Explain ethical uses of electronic media and communication devices for various situations.

14.) Explain the importance of information privacy in the workplace.

Examples: protecting employee and customer information, disposing of confidential information appropriately

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The University of Alabama at Birmingham
The Malone Family Foundation
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