This unit describes the skills and knowledge required to troubleshoot problems, identify and implement preventative maintenance techniques, and conduct diagnostic tests on a range of platforms. It applies to individuals who, while working under a level of supervision, have responsibility to action tasks in a frontline technical support capacity.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - identify and document six ICT problems and corresponding testing and preventative maintenance techniques to provide for troubleshooting process planning; - implement preventative maintenance techniques to address three common symptoms of problems associated with each of the following: desktop application, operating system, laptop, mobile device and printer, and; - identify and address three virus infections using a system diagnostic program.Students will also be expected to demonstrate the following knowledge: - impact of organisational structure, diagnostic testing procedures and guidelines, and software specifications on conducting diagnostic testing; - hardware and software diagnostic tools, including products that manage backup procedures, configuration procedures, hardware maintenance and security; - common symptoms of problems associated with desktop applications, operating systems, laptops, mobile devices and printers; - preventative maintenance techniques relevant to maintaining hardware and software applications, and; - common diagnostic testing approaches.

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