Computer Support/Objectives/Operational Procedures

4.1 Given a scenario, implement best practices associated with documentation and support systems information management.

  • Ticketing systems
    • User information
    • Device information
    • Description of problems
    • Categories
    • Severity
    • Escalation levels
    • Clear, concise written communication
      • Problem description
      • Progress notes
      • Problem resolution
  • Asset management
    • Inventory lists
    • Database system
    • Asset tags and IDs
    • Procurement life cycle
    • Warranty and licensing
    • Assigned users
  • Types of documents
    • Acceptable use policy (AUP)
    • Network topology diagram
    • Regulatory compliance requirements
      • Splash screens
    • Incident reports
    • Standard operating procedures
      • Procedures for custom installation of software package
    • New-user setup checklist
    • End-user termination checklist
  • Knowledge base/articles

4.2 Explain basic change-management best practices.

  • Documented business processes
    • Rollback plan
    • Sandbox testing
    • Responsible staff member
  • Change management
    • Request forms
    • Purpose of the change
    • Scope of the change
    • Date and time of the change
    • Affected systems/impact
    • Risk analysis
      • Risk level
    • Change board approvals
    • End-user acceptance

4.3 Given a scenario, implement workstation backup and recovery methods.

  • Backup and recovery
    • Full
    • Incremental
    • Differential
    • Synthetic
  • Backup testing
    • Frequency
  • Backup rotation schemes
    • On site vs. off site
    • Grandfather-father-son (GFS)
    • 3-2-1 backup rule

4.4 Given a scenario, use common safety procedures.

  • Electrostatic discharge (ESD) straps
  • ESD mats
  • Equipment grounding
  • Proper power handling
  • Proper component handling and storage
  • Antistatic bags
  • Compliance with government regulations
  • Personal safety
    • Disconnect power before repairing PC
    • Lifting techniques
    • Electrical fire safety
    • Safety goggles
    • Air filtration mask

4.5 Summarize environmental impacts and local environmental controls.

  • Material safety data sheet (MSDS)/documentation for handling and disposal
    • Proper battery disposal
    • Proper toner disposal
    • Proper disposal of other devices and assets
  • Temperature, humidity-level awareness, and proper ventilation
    • Location/equipment placement
    • Dust cleanup
    • Compressed air/vacuums
  • Power surges, under-voltage events, and power failures
    • Battery backup
    • Surge suppressor

4.6 Explain the importance of prohibited content/activity and privacy, licensing, and policy concepts.

  • Incident response
    • Chain of custody
    • Inform management/law enforcement as necessary
    • Copy of drive (data integrity and preservation)
    • Documentation of incident
  • Licensing/digital rights management (DRM)/end-user license agreement (EULA)
    • Valid licenses
    • Non-expired licenses
    • Personal use license vs. corporate use license
    • Open-source license
  • Regulated data
    • Credit card transactions
    • Personal government-issued information
    • PII
    • Healthcare data
    • Data retention requirements

4.7 Given a scenario, use proper communication techniques and professionalism.

  • Professional appearance and attire
    • Match the required attire of the given environment
      • Formal
      • Business casual
  • Use proper language and avoid jargon, acronyms, and slang, when applicable
  • Maintain a positive attitude/ project confidence
  • Actively listen, take notes, and avoid interrupting the customer
  • Be culturally sensitive
    • Use appropriate professional titles, when applicable
  • Be on time (if late, contact the customer)
  • Avoid distractions
    • Personal calls
    • Texting/social media sites
    • Personal interruptions
  • Dealing with difficult customers or situations
    • Do not argue with customers or be defensive
    • Avoid dismissing customer problems
    • Avoid being judgmental
    • Clarify customer statements (ask open-ended questions to narrow the scope of the problem, restate the issue, or question to verify understanding)
    • Do not disclose experience via social media outlets
  • Set and meet expectations/time line and communicate status with the customer
    • Offer repair/replacement options, as needed
    • Provide proper documentation on the services provided
    • Follow up with customer/user at a later date to verify satisfaction
  • Deal appropriately with customers’ confidential and private materials
    • Located on a computer, desktop, printer, etc.

4.8 Identify the basics of scripting.

  • Script file types
    • .bat
    • .ps1
    • .vbs
    • .sh
    • .js
    • .py
  • Use cases for scripting
    • Basic automation
    • Restarting machines
    • Remapping network drives
    • Installation of applications
    • Automated backups
    • Gathering of information/data
    • Initiating updates
  • Other considerations when using scripts
    • Unintentionally introducing malware
    • Inadvertently changing system settings
    • Browser or system crashes due to mishandling of resources

4.9 Given a scenario, use remote access technologies.

  • Methods/tools
    • RDP
    • VPN
    • Virtual network computer (VNC)
    • Secure Shell (SSH)
    • Remote monitoring and management (RMM)
    • Microsoft Remote Assistance (MSRA)
    • Third-party tools
      • Screen-sharing software
      • Video-conferencing software
      • File transfer software
      • Desktop management software
  • Security considerations of each access method
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