Competencies
For the purposes of the RAC program, the competencies of the Information Technology Support Specialist AEC-LEA.1Q have been grouped in five categories:
Group 1: General - 6 competencies
| BJ31 | Identify and apply basic communications principles and techniques |
| BJ32 | Identify and apply effective techniques of customer service |
| BJ34 | Describe and apply effective techniques of teamwork |
| BJ60 | Effectively record information while speaking with clients, which in industry terminology is referred to as “Talk and Type” |
| BJ91 | Communicate in a second language in a technical area |
| BJ94 | Apply information technology support knowledge and skills in a work environment |
Group 2: Office Productivity Software - 4 competencies
| BJ38 | Effectively use the major features of and provide technical support for Microsoft Excel |
| BJ39 | Effectively use the major features of and provide technical support for Microsoft Word |
| BJ40 | Effectively use the major features of and provide technical support for Microsoft PowerPoint |
| BJ42 | Effectively use the major features of and provide technical support for Microsoft Outlook |
Group 3: Technical Support - 3 competencies
| BJ87 | Describe the key elements of technical support |
| BJ33 | Identify and apply effective problem solving techniques and processes |
| BJ88 | Identify and explain the common practices and processes used in a Help Desk environment |
Group 4: Hardware, Software and Networking - 3 competencies
| BJ85 | Identify and utilize common computer operating systems and perform basic installations and troubleshooting |
| BJ86 | Identify, install, and troubleshoot computer hardware components and peripherals |
| BJ89 | Describe fundamental networking concepts and perform basic installations and configurations of common networking devices |
Group 5: Network Operating Systems - 3 competencies
| BJ90 | Setup servers and manage accounts and resources using Microsoft and Linux servers |
| BJ92 | Perform advanced installations, configurations, and optimizations on a recent Windows client operating system (OS) |
| BJ93 | Deploy desktop images and applications and troubleshoot a recent Windows client operating system (OS) |
