SCAD Member Core Competencies

 

The Competencies

At the end of OIT’s new-hire training, the SCAD member should:

  1. Know the rules, policies, and procedures governing DeSC machines, and how the administration of DeSC machines differs from the administration of other machines on the PU network (what one can and cannot do to a DeSC machine)
  2. for each standard PU application under Win32, be able to:
    1. identify the default installation location on DeSC/Faculty machines
    2. describe briefly the application’s use, purpose, and/or function
    3. identify the network location of replacements/upgrades for the application
    4. know how to install and cleanly uninstall the application (including manual registry and folder deletions, if required for clean uninstall).
    5. be proficent in using speciliazed removal tools, such as Norton Antivirus 2000-2003 registry cleaner Rnav 2003.
    6. understand security, email worms viruses, trojans and other computer exploites
  3. Be able to set up a DeSC or faculty machine out-of-the-box:
    1. Add the machine to the network with a DeSC-conformant name
    2. Complete all necessary administrative tasks properly and in-sequence
      1. Hostmaster
      2. PU-NT Admin
      3. TSM
      4. Packing list to Dept office (more training here by Depts)
    3. Personalize the machine for the user
      1. TSM (setup node name, password, scheduler)
      2. Outlook (setup profile)
      3. MS-Office (custom template and doc locations, not in user profile)
      4. User Data Directory (not under profile, with desktop icon for access)
      5. SSH/SFTP (individual data directory)
      6. NT Security (proper permissions on user data folders, Outlook profile, etc.)
  4. Be able to customize a PU-standard machine for multiple users
    1. Outlook IE (multi-profiles)
    2. MS-Office (custom templates in Word, separate .PST files under User Dir for Outlook)
    3. SSH/SFTP, etc. (unique user data dirs, under common ‘users’ root)
    4. NT Security (set up ACLs so each user controls own data, set up ‘shared’ or ‘public’ subfolder for data sharing within machine)
      5. >/OL>
    5. Be able to perform routine user administration task on non-DeSC machines:
    6. Be able to perform routine user administration tasks on non-DeSC machines:
      1. Add, configure, and remove users
      2. Change passwords, user names, etc.
      3. Configure appropriate permissions via local & global groups
    7. Be able to perform routine system administration tasks on DeSC and non-DeSC machines
      1. Change machine name
      2. Add/remove machine from PU or other domain
      3. Change TSM node name and password
      4. Backup and Restore files from TSM
      5. Copy, repair, replace User Profiles
    8. Be able to train new users in basic use of machine and applications at PU
      1. Login/Logout/Lock Workstation (domain v. machine logins, etc.)
      2. Password P-Synch selection and security (why 8 characters?, why not share passwords?)
      3. User v. Administrator rights (why not install your own software?)
      4. Anti-virus (scan, repair, update)
      5. Outlook
        1. Login/logout
        2. IMAP v. Local Mail
        3. Send, read, reply, forward, delete
        4. Attachments
        5. Address Book
        6. PU Email web page (storage mgt, password change, etc.)
        7. Web mail
    9. Know basic diagnostic routines for identifying and distinguishing common problems as network, local hardware, or local software
      1. Network (machine to new port, new cable, etc.)
      2. Local Software
        1. Bad or unknown IP address (hostmaster, ipconfig/winipcfg)
        2. Bad machine name (hostmaster)
        3. Lost or corrupted domain account
      3. Email
        1. Bad password (also know how to get reset)
        2. Over quota
        3. Too-full inbox
      4. Registry (blue screen of death/ntoskrnl)
    10. Be able to manage user problems in OPM
      1. Monitor department queue(s)
      2. Find incidents by user
      3. Create new incident
      4. Add to and modify existing incidents
      5. Take ownership
      6. Close incidents
    11. Have acquired designer and/or administrator proficiency with PU’s standard course website software
    12. Acquire such other proficiencies as are determined at hiring by OIT and the Department Administrator to be particularly relevant to computer support in that Department (e.g., remote access configuration, UNIX server administration, etc.)

     

    At six months and thereafter (with the provision of adequate training and resources from OIT and the Department), the SCAD member should:

    1. Be able to diagnose and repair without outside assistance the ‘Top-25’ problems by frequency for all PU-standard software (exceptions: TSM node/password resets, email/domain password resets, etc.)

      2. NOTE: we should push for SCAD members to get TSM administrator privileges to perform these routine tasks

    2. Be able to reinstall the operating system and PU-standard applications
      1. Using Ghost and mirrors
      2. Building a PU-standard DeSC machine from-scratch
    3. Be able to identify, recommend, and set up appropriate CBT for department users needing training
    4. Be able to identify upcoming departmental I.S. needs for budget cycle
    5. Know how to find and make full use of the major resources on the OIT website
      1. Helpdesk/OPM/KB
      2. Hostmaster
      3. Security page
      4. Email/webmail
      5. DeSC
    6. Demonstrate mastery of the core departmental competencies, as specified by the department (with technical assistance from OIT where requested)
    7. Have developed the equivalent of the new-hire core competencies for non-NT operating systems deployed in the member’s specific department (as specified at hire-time by the Department Manager and or Chair).

    In addition, the SCAD member should:

    1. Attend all monthly SCAD meetings
    2. Attend all OIT-sponsored training relevant to the member’s department and equipment

     

    Dissemination of Competencies

    1. OIT managers will be given copies of the competencies relevant to their functions
      1. Managers must develop new-hire training curriculum sufficient to assure the achievement of the new-hire core competencies
      2. Helpdesk and SWS managers are additionally responsible for developing the ‘Top 25’ lists of common problems with PU-standard apps
    2. SCAD members will also receive copies of the competencies, upon adoption (and perhaps before, for review and comment)

    Current SCAD members will have an opportunity to request training/retraining to fulfill the competency requirements