Modification History
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Release |
Comments |
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Release 2 |
This version first released with ICA11 Information and Communications Technology Training Package Version 2. Addition of two new units of competency to Elective Group E. |
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Release 1 |
This Qualification first released with ICA11 Information and Communications Technology Training Package version 1.0 |
Description
This qualification provides the skills and knowledge for an individual to be competent in supporting clients in a range of technical areas. The qualification has a strong information technology base of core units with the potential for inclusion of a range of broader industry-specific units in the areas of service desk, database, sustainability and network support to suit particular needs.
Job roles
Possible job titles relevant to this qualification include:
- customer support
- database support
- help desk specialist
- network support technician
- PC support technician
- technical support - sustainability
- user support technician.
Pathways Information
Pathways into the qualification
Preferred pathways for candidates considering this qualification include:
- after achieving ICA30111 Certificate III in Information, Digital Media and Technology, or other relevant qualifications or units equivalent to the core of ICA30111
OR
- with demonstrated vocational experience in a range of support-related work environments in service desk support, database support, networking support or similar.
Pathways from the qualification
ICA50311 Diploma of Information Technology Systems Administration, ICA50511 Diploma of Database Design and Development, or a range of other ICA11 Diploma qualifications.
Licensing/Regulatory Information
There is no link between this qualification and licensing, legislative or regulatory requirements. However users should confirm requirements with the relevant federal, state or territory authority. There may be some alignment with industry standard certification competencies.
Entry Requirements
There are no entry requirements for this qualification.
Employability Skills Summary
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
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Employability skill |
Industry/enterprise requirements for this qualification |
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Communication |
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Teamwork |
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Problem-solving |
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Initiative and enterprise |
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Planning and organising |
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Self-management |
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Learning |
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Technology |
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Packaging Rules
Total number of units = 22
8 core units plus
14 elective units, of which:
- 5 units must be from one of the following specialist elective groups:
- Group A Database support
- Group B Network communications
- Group C Service desk
- Group D Sustainability
- of the remaining units:
- up to 9 units may be from the specialist elective groups below or from Group E general elective units
- up to 4 units may be from elsewhere in ICA11 or any other Training Package or accredited course at Certificate III, IV or Diploma level.
The elective units chosen must be relevant to the work outcome and meet local industry needs.
Core units
BSBSUS301A Implement and monitor environmentally sustainable work practices
BSBWHS403A Contribute to implementing and maintaining WHS consultation and participation process
ICAICT401A Determine and confirm client business requirements
ICAICT408A Create technical documentation
ICAICT418A Contribute to copyright, ethics and privacy in an IT environment
ICASAS307A Install, configure and secure a small office home office network
ICASAS410A Identify and resolve client IT problems
ICASAS412A Action change requests
Elective units
Specialist elective units
Group A Database support
ICADBS402A Complete database backup and restore
ICADBS404A Identify and resolve common database performance problems
ICADBS409A Monitor and administer a database
ICADBS412A Build a database
ICAPRG425A Use structured query language
Group B Network communications
ICANWK401A Install and manage a server
ICANWK404A Install, operate and troubleshoot a small enterprise branch network
ICANWK405A Build a small wireless local area network
ICANWK406A Install, configure and test network security
ICANWK408A Configure a desktop environment
Group C Service desk
ICAICT421A Connect, maintain and configure hardware components
ICASAS414A Evaluate system status
ICASAS421A Support users and troubleshoot desktop applications
ICASAS425A Configure and troubleshoot operating system software
ICASAS426A Locate and troubleshoot IT equipment, system and software faults
Group D Sustainability
BSBSUS501A Develop workplace policy and procedures for sustainability
ICTSUS4183A Install and test renewable energy system for ICT networks
ICTSUS4184A Install and test power saving hardware
ICTSUS4185A Install and test power management software
ICTSUS4186A Install thin client applications for power over ethernet
General elective units
Group E
BSBCRT401A Articulate, present and debate ideas
ICADBS401A Identify physical database requirements
ICADBS403A Create basic databases
ICAICT413A Relate to clients on a business level
ICAICT415A Provide one-to-one instruction
ICAICT417A Identify, evaluate and apply current industry-specific technologies to meet industry standards
ICAICT422A Participate in IT services
ICAICT423A Select cloud storage strategies
ICANWK409A Create scripts for networking
ICANWK410A Install hardware to a network
ICANWK411A Deploy software to networked computers
ICANWK419A Identify and use current virtualisation technologies
ICAPMG401A Support small scale IT projects
ICAPRG405A Automate processes
ICASAD401A Develop and present feasibility reports
ICASAS411A Assist with policy development for client support procedures
ICASAS413A Manage resolution of system faults on a live system
ICASAS416A Implement maintenance procedures
ICASAS420A Provide first-level remote help-desk support
ICASAS424A Support different operating systems
ICASAS518A Install and upgrade operating systems
ICAWEB415A Produce server-side script for dynamic web pages
ICTCBL2136A Install, maintain and modify customer premises communications cabling: ACMA Restricted Rule
ICTCBL2137A Install, maintain and modify customer premises communications cabling: ACMA Open Rule
ICTCBL2139A Apply safe technical work practices for cabling registration
ICTOPN4116A Use advanced optical test equipment
ICTTEN4199A Install, configure and test a router
Selecting elective units for different outcomes
The following examples are designed to assist in the selection of appropriate electives for particular outcomes at this level, but are in no way prescriptive.
Practical application plus technician
Core units plus:
BSBSUS301A Implement and monitor environmentally sustainable work practices
ICASAS307A Install, configure and secure a small office home office network
ICAICT421A Connect, maintain and configure hardware components
ICASAS425A Configure and troubleshoot operating system software
ICASAS426A Locate and troubleshoot IT equipment, system and software faults
ICAICT401A Determine and confirm client business requirements
Practical networking plus technician
Core units plus:
ICASAS307A Install, configure and secure a small office home office network
ICANWK401A Install and manage a server
ICANWK404A Install, operate and troubleshoot a small enterprise branch network
ICANWK406A Install, configure and test network security
Certified networking technician
Core units plus:
ICANWK404A Install, operate and troubleshoot a small enterprise branch network
ICANWK405A Build a small wireless local area network
ICTTEN4199A Install, configure and test a router
