Information Support Services and Networking Standards and Skills

Skills:

1. Understand the concept of “access to information” and the potential impact of emerging technologies.
2. Describe and classify industry-recognized credentials and their roles in Information Technology career pathways.
3. Identify and describe the attributes of a digital footprint and its impact on one’s reputation.
4. Describe the evolution of technology.
5. Illustrate the information technology (IT) timeline (evolution).
6. Describe the impact of technologies on society.
7. Identify technologies and describe their uses in the workplace and society.
8. Describe the varied career paths in information technology.
9. Identify and list professional certifications.
10. Identify and describe the various IT career paths.
11. Describe fundamentals of dealing with prohibited content/activity.
12. Outline steps of first response identification, reporting, and data preservation.
13. Explain use of documentation/documentation changes.
14. Describe the chain of custody process with regards to managing evidence.
15. Compare and contrast documentation methods.
16. Implement basic change management best practices.
17. Implement basic disaster prevention and recovery methods.
18. Explain the process of different licensing processes.

1. Create a flowchart for handling with digital evidence.
2. Implement basic change management, disaster prevention and recovery methods.
3. Demonstrate ethical practices with customer information.
4. Adhere to regulated policies and procedures.
5. Use proper language and avoid jargon, acronyms, and slang, when applicable.
6. Demonstrate how to deal with customers in different situations.
7. Set and meet expectations/timeline and communicate status with the customer.
8. Practice proper communication and professionalism.
9. Use proper language – avoid jargon, acronyms, and slang when applicable.
10. Set and meet expectations/timeline and communicate status with the customer.
11. Deal appropriately with customers concerning attitude, cultural sensitivity, punctuality, difficult situations, and confidential materials.

1. Identify and program physical computing devices.
2. Identify and explain the functions of network hardware components.
3. Install and configure multiple displays on a given workstation.
4. Install different connectors on a power supply.
5. Apply thermal paste and coolers to CPUs.
6. Configure primary and secondary Serial Advanced Technology Attachment (SATA) hard disk drive in a computer.
7. Describe hardware/software Redundant Array of Independent Disk (RAID) types.
8. Explain basic cable types, features, and their purposes.
9. Identify network cable and connector types.
10. Identify video cable and connector types.
11. Identify peripheral cable and connector types.
12. Identify storage cable and connector types.
13. Identify multipurpose cable and connector types.
14. Identify and install Random Access Memory (RAM) types.
15. Identify and select appropriate RAM types.
16. Describe and distinguish different RAM configuration properties.
17. Install and test various RAM types.
18. Identify and select and install appropriate Storage Devices.
19. Describe and distinguish different storage device properties (speed, size, type).
20. Identify and select and install appropriate removable media devices.
21. Describe hardware/software Redundant Array of Independent Disk (RAID) types.
22. Differentiate between different motherboard form factors.
23. Explore and examine Basic Input/Output Systems (BIOS), and/or Unified Extensible Firmware Interface (UEFI) settings and features.
24. Identify motherboard connector types.
25. Identify and configure motherboard firmware settings.
26. Identify types of expansion cards and explain their purpose.
27. Configure and install appropriate expansion cards.
28. Differentiate among various Central Processing Unit (CPU) types and corresponding cooling devices.
29. List types and features of CPUs and their socket types.
30. Choose appropriate CPU for various motherboards.
31. Identify different system and CPU cooling types.
32. Identify different system and CPU cooling types.
33. Determine power supply characteristics and specifications for types of voltage and power.
34. Select and install the proper power supply.
35. Explain the purpose, use, and properties of various input and output peripheral devices.
36. Install and configure peripheral device.
37. Summarize the associated imaging process for each type of printer.
38. Install and configure various printers with appropriate cables and printer drivers.
39. Summarize printer types, installation, and maintenance.
40. Perform printer maintenance.
41. Select appropriate components and software for a customer configuration (i.e., CAD workstation, audio/video editing pc, home server, gaming pc, thin client).
42. Evaluate characteristics of display devices.
43. Identify different types of display devices, their connection types, and cables.
44. Define refresh rates, resolution, native resolution, and brightness/lumens.
45. Explain the use of analog vs. digital, privacy/antiglare filters, and multiple displays.
46. Troubleshoot problems related to motherboards, RAM, CPUs, and power.
47. Troubleshoot hard drives and RAID arrays.
48. Troubleshoot video, projector, and display issues.
49. Troubleshoot common mobile device issues while adhering to the appropriate procedures.
50. Troubleshoot printers.

1. Describe the purpose of an operating system.
2. Implement file, system, and network management command line tools.
3. Explore different utilities within administrative tools, system utilities, disk management, panel applets, and settings.
4. Compare and contrast Graphical User Interface and Command Line Interface.
5. Explain the purpose of an operating system.
6. Identify compatibility concerns between operating systems (Windows/ Mac/Linux).
7. Compare and contrast specifications and limitations for 32-bit vs. 64-bit operating systems.
8. Compare and contrast operating systems versions and features.
9. Explain and identify licensing, end of life, and update limitations.
10. Explain and implement various boot methods (imaging, multi, recovery).
11. Explain types of installation (clean install, upgrade, restore, unattended, repair, imaging and remote, and GUID Partition Table (GPT)/Master Boot Record (MBR).
12. Explain and implement file system formatting.
13. Explain and perform different types of partitioning methods (volumes, system recovery).
14. Implement post installation procedures (time/date, driver installation, updates, domain configuration, security, etc.).
15. Explain how command line tools are used for diagnostics.
16. Describe and implement file management command line tools.
17. Explain and implement system management command line tools.
18. Describe and implement network management command line tools.
19. Demonstrate the use of built-in Operating System (OS) features and tools (admin, disk management, run line commands) and how to access them through appropriate paths.
20. Explore different utilities within the administrative tools.
21. Explore different utilities within the system utilities.
22. Explore different utilities within disk management.
23. Explore different control panel applets and settings.
24. Summarize application installation and configuration concepts.
25. Research and understand hardware and operating system requirements.
26. Demonstrate methods of installation and deployment.
27. Understand open-source vs. license-based software.
28. Install, configure, and utilize local and network applications.
29. Uninstall applications.
30. Troubleshoot Operating System problems such as failure to boot, updates and patches, and OS Repair.
31. Troubleshoot and resolve PC security issues.
32. Use best practice procedures for malware removal.
33. Troubleshoot mobile OS, application, and application security issues.

1. Understand open-source vs license-based software.
2. Install and uninstall remote or portable applications.
3. Replace a laptop OEM keyboard and a Wifi-antenna connector.
4. Install and configure laptop hardware and components.
5. Install components within the display of a laptop.
6. Configure appropriate laptop setting and features.
7. Compare and contrast characteristics of various types of other mobile devices.
8. Connect and configure accessories and ports of other mobile devices.
9. Configure basic mobile device network connectivity and application support.
10. Use various methods to perform mobile device synchronization.

1. Identify security risks associated with storing information on network devices.
2. Compare and contrast wireless networking standards and encryption types.
3. Install secure Small Office/Home Office (SOHO) wireless/wired network using best practices.
4. Implement and verify Wide Area Network (WAN) links.
5. Compare the layers of the Open Systems Interconnection (OSI) and Transmission Control Protocol/Internet Protocol (TCP/IP) models.
6. Define the purpose of networking models.
7. Identify, describe, and apply the layers of the OSI and TCP/IP model.
8. Classify the differences between Layer applications, devices, and protocols as they relate to the OSI and TCP/IP models.
9. Compare and contrast Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) ports, protocols, and their purposes.
10. Identify common Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) default ports.
11. Define common network protocols and their use of TCP or UDP.
12. Compare and contrast common networking hardware device’s function and features.
13. Differentiate the functionality of routers, switches, access points, cloud-based network controller, firewall, network interface card, repeater, hub, Cable/Digital Subscriber Line (DSL) modem, bridge, patch panel, Power over Ethernet (PoE), and powerline-Ethernet.
14. Compare and contrast wireless networking standards and encryption types.
15. Categorize the various wireless standards, in terms of speeds, distances, and frequencies.
16. Describe various wireless encryption types.
17. Install, configure, and deploy a secure Small Office/Home Office (SOHO) wireless/wired network using best practices.
18. Determine the hardware, software, and infrastructure requirements for implementation.
19. Access and configure wireless/wired Integrated Services Router (ISR) for a basic SOHO network.
20. Explain common network configuration concepts.
21. Explain the purpose and properties of Internet Protocol (IP) addressing.
22. Differentiate the difference between multicast, unicast, and broadcast.
23. Configure IP address, subnet mask, and default gateway on a network device.
24. Describe and prepare an IP addressing scheme using both Classful and a Classless Inter-domain Routing (CIDR) .
25. Describe the differences between Internet Protocol version 4 (IPv4) and Internet Protocol version 6 (IPv6).
26. Distinguish differences between IP Address types: static, dynamic using both Dynamic Host Configuration Protocol (DCHP) and Automatic Private IP Addressing (APIPA), public, private with use of Network Address Translation (NAT), and link-local addressing.
27. Summarize the properties and purposes of services provided by networked hosts. (Server)
28. Identify Application Services.
29. Understand File and Print Services.
30. Understand Web Services.
31. Understand Remote Access Services.
32. Understand Server Virtualization.
33. Understand various Internet Server Appliances (UTM, IDS, IPS).
34. Compare and contrast Internet connection types, network types, topologies, and their features.
35. Differentiate among network types such as Local Area Network (LAN), Wide Area Network (WAN), Personal Area Network (PAN), Metropolitan Area Network (MAN), Wireless Local Area Network (WLAN), and Wireless Mesh Wireless Network (WMN).
36. Identify the Internet connection types such as cable, fiber, satellite, and cellular.
37. Describe Carrier-sense Multiple Access with Collision Detection (CSMA/CD) and Carrier-sense Multiple Access with Collision Avoidance (CSMA/CA).
38. Compare and contrast physical vs. logical topologies.
39. Describe ring, bus, star, extended star, and mesh topologies.
40. Describe Peer-to-peer, Client-server, Hybrid, Point-to-point, Point-to-multipoint topologies.
41. Use appropriate networking tools.
42. Understand and utilize the use of networking tools such as: crimper, cable stripper, multimeter, tone generator and probe, cable tester, punch down tool, and WiFi analyzer.
43. Install and terminate network cabling.
44. Implement a Switched network.
45. Select the appropriate media, cables, ports, and connectors to connect switches to other network devices and hosts.
46. Explain the process of layer 2 encapsulation and Ethernet framing.
47. Explain how a switch builds its Media Access Control (MAC) address table and forwards frames.
48. Describe switch forward methods and port settings available on layer 2.
49. Access and utilize the switch command line interface (CLI) to set parameters and perform, save, and verify initial switch configuration tasks such as SVI, passwords, and remote access management.
50. Verify network status and switch operation using CLI utilities.
51. Implement and verify security for a switch (port security, deactivate ports)
52. Implement a routed network.
53. Describe routing concepts (including: packet forwarding, router lookup process).
54. Describe the operation of routers (including: router bootup process, POST, router components).
55. Configure, verify, and troubleshoot Routing protocols.
56. Access and utilize the router command line interface (CLI) to set item such as advanced global parameters and ACL’s.
57. Connect, configure, and verify operation status of router/layer 3 interfaces using both IPv4 and IPv6 addressing.
58. Enable NAT for a small network with a single ISP and verify operation using CLI and ping.
59. Configure, verify, and troubleshoot Dynamic Host Configuration Protocol (DHCP) and Domain Name System (DNS) operation on a router.
60. Perform and verify routing configuration tasks for static routes.
61. Verify network status and router operation using CLI utilities.
62. Manage router operating system configuration files (including save, edit, upgrade, restore).
63. Implement password and physical security for a network router .
64. Implement and verify Wide Area Network (WAN) links.
65. Configure and verify a basic WAN serial connection.
66. Troubleshoot common wired and wireless network problems.
67. Identify and Correct Layer 2 and Layer 3 Addressing Issues.
68. Demonstrate common troubleshooting command line tools (Ping, Tracert/traceroute, Dig, Ipconfig/Nslookup, Address Resolution Protocol (ARP), Nbtstat, and Netstat).
69. Install software and hardware tools, protocol analyzer, throughput testers, and connectivity software.

1. Define fundamental cybersecurity principles, including common threats, attacks, and vulnerabilities in software and network infrastructure.
2. Explain what secure systems are from the Confidentiality, Integrity, Availability (CIA triad) perspective.
3. Research and identify components of access control such as Identification, authentication, and authorization.
4. Research and describe penetration testing methods in the context of ethical hacking.
5. Research and describe topics in cryptology, cryptography, and cryptanalysis.
6. Analyze wireless security protocols, encryption, and authentication methods.
7. Configure a firewall and update firmware.
8. Define and describe pass code locks, remote wipes, locator applications, remote backup applications, and failed login attempts restrictions.
9. Identify the sectors of society that are at risk of cybersecurity breaches.
10. Use digital forensic investigative techniques to solve a cybercrime.
11. Respond appropriately to a suspected cybersecurity event.
12. Summarize the importance of physical and logical security measures.
13. Explain user education and the principle of least privilege.
14. Analyze physical security techniques.
15. Analyze logical security techniques.
16. Compare and contrast wireless security protocols and authentication methods.
17. Analyze wireless security protocols, encryption, and authentication methods.
18. Compare and contrast social engineering, threats, and vulnerabilities.
19. Differentiate between malware, rootkits, phishing, shoulder surfing, spyware, and viruses.
20. Analyze common threats, vulnerabilities, and social engineering techniques.
21. Examine mitigation techniques.
22. Implement security best practices to secure a workstation.
23. Compare and contrast the differences of basic Microsoft Windows OS security settings, such as Users and groups, file, and folder permissions.
24. Compare and contrast the differences of basic Linux OS / Mac OS security settings such as Users and groups, file, and folder permissions.
25. Examine Password Best Practices, Account management, Basic Active Directory functions, Patch/update management, and Data encryption.
26. Implement methods for securing Mobile devices.
27. Define and describe pass code locks, remote wipes, locator applications, remote backup applications, and failed login attempts restrictions.
28. Distinguish among appropriate antivirus applications, available OS updates and patches, authentication, and encryption.
29. Configure security on SOHO wireless and wired networks.
30. Configure options for MAC filtering, port forwarding/triggering, Service Set Identifier (SSID) broadcast, and wireless encryption.
31. Enable/disable services such as firewall, DHCP, Perimeter Network/Demilitarized Zone (DMZ), NAT, and WiFi Protected Setup (WPS).
32. Disable unused ports and update firmware.
33. Describe appropriate data destruction/disposal methods.
34. Explain hard drive sanitation methods and physical destruction.
35. Evaluate whether a particular cyber behavior is acceptable in a social context.
36. Consider the impact of personal cyber behavior on others.
37. Design the correct level of protection by implementing the appropriate safeguards.
38. Recognize that a digital presence affects future success, both personally and professionally.
39. Identify personal data sharing that places people at risk and evaluate risky personal data-sharing practices.
40. Identify various Threat Actors and their roles.
41. System Security.
42. Weigh the outcomes of various types of computer “hacking”, including black, white, and gray .
43. Analyze the evidence of an attack.
44. Applied Cyber Security.
45. Use digital forensics investigative techniques to solve a cybercrime.
46. Describe the potential legal ramifications of cybercrimes.
47. Define what constitutes a cybercrime
48. Respond to a detected cybersecurity event.
49. Identify the sectors of society that are at risk to cybersecurity breaches.
50. Utilize virtualization for threat investigation.
51. Research Incident Response Frameworks: Cyber Kill Chain, Diamond Model, Chain of Custody, and National Institute of Standards and Technology (NIST).
52. Research and apply standards – Policies, NIST, Regulations for data management.
53. Utilize Alert & Monitoring tools – Event Viewer, Protocol/Port Analyzers (Wireshark, Simple Network Management Protocol (SNMP)), and NetFlow.
54. Investigate, evaluate, and respond to alerts such as logs and PCAPs.
55. Differentiate symmetric/asymmetric cryptography algorithms for Integrity, Authenticity, Confidentiality (Public Key Infrastructure (PKI))/digital certificates/hashes/Authentication, Authorization, Accounting (AAA).

1. Add Resource, Emulator, Security, and Network requirements to client-side visualization.
2. Compare and contrast Cloud Computing concepts.
3. Compare and contrast Shared resources (Internal vs. External), Rapid elasticity, On-demand, Resource pooling, Measured Service, and Metered Services.
4. Evaluate and use Off-site email applications, Cloud-Based file storage services, and Virtual application streaming/cloud-based applications.
5. Set up and configure client-side virtualization.
6. Identify and describe the purpose and different types of virtual machines.
7. Configure client-side virtualization to include Resource, Emulator, Security, and Network requirements.
8. Explain the use of Hypervisor.
9. Install a Virtual Solution such as desktop, server, or switches.

1. Describe what a computer program is and why it runs.
2. Differentiate between programming languages.
3. Explain database concepts and the purpose of a database.
4. Create a website with hyperlinks, design features and more.
5. Compare and contrast programming language categories.
6. Describe what a computer program is and how it runs.
7. Differentiate Interpreted (Scripting languages, Scripted languages, Markup languages); Compiled programming languages; Query languages; Assembly language.
8. Identify Script file types (.bat, .ps1, .vbs, .sh, .py, .js); Environment variables; Comment syntax; Basic script constructs (Basic loops, Variables); Basic data types (Integers, Strings).
9. Use programming organizational techniques and interpret logic.
10. Develop Organizational techniques (Pseudocode concepts, Flow-chart concepts, Sequence); Logic components (Branching, Looping).
11. Explain the purpose and use of programming concepts.
12. Demonstrate Identifiers (Variables, Constants); Containers (Arrays, Vectors); Functions; Objects (Properties, Attributes, Methods).
13. Explain database concepts and the purpose of a database.
14. Describe the usage of database (Create, Import/input, Query, Report); Flat file vs. database (Multiple concurrent users, Scalability, Speed, Variety of data); Records; Storage (Data persistence).
15. Compare and contrast various database structures.
16. Distinguish between structured vs. semi-structured vs. non-structured; Relational databases (Schema, Tables, Rows/records, Fields/columns, Primary key, Foreign key, Constraints); Non-relational databases (Key/value databases, Document databases).
17. Summarize methods used to interface with databases.
18. Use Relational methods (Data manipulation – Select, Insert, Delete, Update, Data definition – Create, Alter, Drop, Permissions); Database access methods (Direct/manual access, Programmatic access, User interface/utility access, Query/report builders); Export/import (Database dump, Backup).
19. Describe the methods of creating web sites.
20. Apply structural requirements (information architecture) for development of a web site.
21. Create a web site, using web site design software or programming language.
22. Apply web site design features.
23. Create hyperlinks.
24. Proofread, edit, and test a web site.
25. Explain and demonstrate publishing, updating, and maintaining a web site.
26. Describe methods for achieving web site recognition.
27. Critique a web site according to accepted web site design principles.

1. Implement server roles by managing device drivers, services, and server installations.
2. Identify the steps to the server start-up process.
3. Identify disk types.
4. Create server virtualization modes.
5. Install and manage servers.
6. Manage device drivers, including but not limited to, installation; removal; disabling; update/upgrade; rollback; troubleshooting; Plug & Play; interrupts; driver signing.
7. Manage services, including but not limited to, what services are; which state a service can be in; startup types; recovery options; delayed startup; Run As settings for a service; stopping or pausing a service; service accounts, dependencies.
8. Perform various server installations including, but not limited to, choosing correct OS version; partitioning; F8 options; server core vs. full; interactive install; unattended install; automated install using WDS; upgrade vs. clean install; firmware updates including BIOS.
9. Implement server roles.
10. Prepare various types of application servers including, but not limited to, mail servers; database servers; collaboration servers; monitoring servers; threat management.
11. Configure web services including, but not limited to, Internet Information Services (IIS), World Wide Web (WWW), FTP, separate worker processes, adding components, sites, ports, SSL, and certificates.
12. Utilize remote access including, but not limited to, remote assistance, remote administration tools, remote desktop services, licensing, remote desktop gateway, Virtual Private Network (VPN), application virtualization, and multiple ports.
13. Configure file and print services including, but not limited to, printer pools; web printing; web management; driver deployment; file, folder, and share permissions vs. rights; auditing; and print job management.
14. Create server virtualization modes; Virtual Hard Disk (VHDs); virtual memory; virtual networks; snapshots and saved states; physical to virtual; and virtual to physical.
15. Manage active directory.
16. Create accounts and groups.
17. Structure organizational units and containers.
18. Describe active directory infrastructure, including, but not limited to, domain controllers, forests, operation master roles, domain vs. workgroup, child domains, trusts, functional levels, namespace, sites, and replication.
19. Identify storage technologies.
20. Manage active directory.
21. Classify RAID (RAID 0, RAID 1, RAID 5, RAID 10 and combinations; hardware and software RAID).
22. Structure organizational units and containers.
23. Identify disk types (Advanced Technology Attachment (ATA); basic disk; dynamic disk; mount points; file systems; mounting a virtual hard disk; distributed file systems; optical disks).
24. Manage server performance.
25. Distinguish among major server hardware components.
26. Explain performance monitoring (methodology; procedures; effect of network, CPU memory and disk; creating a baseline; using performance and resource monitor in task manager).
27. Explain logs and alerts.
28. Perform server maintenance.
29. Identify the steps in the server startup process.
30. Explain the value of business continuity (i.e., backup and restore, disaster recovery and data redundancy).
31. Manage server patch management.