TITRE PRO Computer assistance technician| rncp37681

The IT support technician is the point of access to the IT teams for users, and communicates with them remotely or live. He listens to the user, questions him and, if necessary, rephrases his observations in order to gather the information needed to qualify the problem and ensure its resolution whenever possible. He adapts his vocabulary, explanations and elocution to the user, and takes account of any disabilities. Depending on the context, he/she can also make the user aware of good IT security practices.

In all their activities, the IT support technician applies a structured problem-solving approach, and systematically uses tests to ensure the correct outcome of the intervention. They search for information in technical manuals, including in English (level A2 of the Common European Framework of Reference for Languages (CEFR)). Uses knowledge bases available in-house or on the Web (Google search, publisher documentation, etc.).

From a request for assistance, the IT support technician creates an incident ticket and qualifies the request according to its impact and urgency. They process the request remotely or on site, and escalate it if necessary. Using the asset management software, he/she inventories IT equipment, carries out preventive maintenance and updates the asset management system. To diagnose a hardware or software malfunction, he/she uses the appropriate test tools, resolves the malfunction, ensures that the hardware and software are working properly, or proposes an appropriate solution.

The IT support technician installs, configures or upgrades digital equipment and peripherals to adapt the workstation to the user's needs. As part of a planned operation or at a user's request, they install an operating system or deploy a master and check that the installation is working properly. They update and personalize the user's system environment. The IT support technician identifies and selects hardware and components according to the user's requirements; he adds or exchanges components, and checks that they work properly so that the workstation is operational. They ensure the physical security of equipment, update security tools and contribute to the confidentiality of data on digital equipment.

The IT support technician works on a company's network equipment or network services, at both physical and logical levels. They ensure continuity of service and respect the deadlines set out in the service contract. They install and parameter network equipment and configure network services in compliance with procedures and the existing addressing plan.

The IT support technician configures the firewall on user workstations. Configures the user's VPN connection to access the corporate network. Configures and secures a wireless network according to the existing network architecture, in order to extend the network. During a planned operation, and taking into account the existing Active Directory domain, the IT support technician integrates a workstation or printer into the domain. He creates or deletes a user account and assigns or modifies access rights to shared resources.

The job is carried out within the service center of a digital services company (ESN), a company, an administration or a local authority. The IT support technician must respect deadlines and intervention times.
Concerning the respect of service commitments made to users. Technicians manage their priorities according to criticality and service commitments. They may be required to work on-call. They work as part of a team, under the responsibility of the technical manager or service center supervisor.
Their main contacts are the technical manager, the service center supervisor, the staff of the company or department requesting the intervention, and the users.

Find all the official information on France Compétences

Target audience & Prerequisites

- Any public
- 3rd grade level
- Mastery of basic knowledge (reading, writing, counting), of the 4 operations and units of measurement is necessary.
- Be a good computer user, passionate about technology, ideally with some basic network and software.

Conditions of access

An estimate is submitted to the financer after participation in a collective information meeting followed by an individual positioning interview to verify the prerequisites.

Final admission subject to approval by the prescriber/financier, please allow 1 to 2 months before the start of training.

The training is available in continuing education.

One training session per year from September to April, pre-registration possible from January.

To find out the dates of the next group information meeting for the September session, contact us at 0477505102.

Training accessible to people with disabilities after a feasibility study of the necessary accommodations.
Handicap Referent Mrs CHIPIER 0477505100

Duration and cost of the training *

Continuing education courses

  • Duration: 609 hours in the training center
  • Internship : 175 hours
  • Cost: 6090€/ person for a group of 12 people. Financing can be mobilized via the CPF or the financiers (OPCO, Region, ...). Personalized estimate on request.

* Duration and alternation are indicative and can be adjusted according to the company's needs and the learner's prerequisites.

Opportunities, professions, jobs

Sectors of activity :

All sectors of activity are concerned:
- ESN.
- DSI.
- SME/SMI/Small and Medium Enterprises.
- Local authorities or public services.

Type of jobs available:

- Computer support technician.
- Computer maintenance technician.
- Deployment technician.
- Customer support technician.
- After-sales service technician.
- Helpdesk technician.
- User support technician.
- Support technician.

Indicators previous session

Number of participants 6
Passes Exam 5 of which 1 partial
Chess Exam
0
Abandonments during the course of the journey 1
Integration into the workforce upon graduation 3, including 3 pursuing BTS apprenticeships.

Attested Competencies:

1. Assist or troubleshoot customers or users

  • Handle an incident in a service center and monitor the fleet
  • Assist in the use of collaborative and office automation resources
  • Diagnose and solve a digital malfunction

2. Commissioning digital equipment

  • Install, deploy and customize a user station
  • Work on the hardware components of a fixed or mobile computer
  • Contribute to the security of digital equipment and data

3. Work on infrastructure components

  • Install and configure network equipment and services
  • Working on a secure network
  • Working with an Active Directory

Pedagogical and technical means :

The acquisition of skills is done through theoretical contributions and professional situations completed by application periods in companies. The training is provided by CFC trainers on a technical platform dedicated to this training.

The content of the training course is in accordance with the training guidelines available at the training center.

Technical platforms :

Technical platform equipped with 12 PCs of the latest generation:
CM/CPU Intel Core i5 / 16GB DDR4 / SSD 1TO / GT1050
Windows 10 dual boot license,
24-inch screen
Router -switch- network shared printer,
NetOp vision software, Office pro, etc.
Virtual environment solutions

Based in Sury-le-Comtal, in the heart of the Forez plain and an employment area in line with the training courses offered there, CFC Sainte-Claire is easily accessible from all over the Auvergne-Rhone-Alpes region thanks to the important interurban transport network of the Loire.

You will follow your training in the heart of 4500m ² of technical platforms for vocational training, the CFC also has a boarding school of 84 places that can accommodate young people from all over France and a catering service morning-morning-evening type self and cafeteria.

Evaluation methods

Learning is measured throughout the training program and a skills evaluation logbook is drawn up.

The final assessment is carried out by the jury of the qualification authorized by the competent territorial representative of the Ministry of Employment. It is composed of professionals in the profession concerned by the qualification. (Art. R 338-6 of the Education Code)

It is based on a professional situation, a technical questioning, the presentation of a professional file stating the professional practices of the candidate during training and the results of the evaluations made during training.

Total validation (all blocks of competences validated by the jury) or partial validation (certain blocks validated), issuance of a professional title or a certificate of achievement for partial blocks.

Links with other professional certifications

A level 4 diploma, it can be used to resume or continue studies in the BTS Informatique SIO Option SISR (Network) in apprenticeship.

 

Previous version of the training: RNCP225 - Computer support technician

 

Attested skills and assessment methods :

RNCP37681BC01 - Assisting or troubleshooting users

 

List of skills Evaluation methods

Handle an incident in a service center and monitor the fleet
Assist in the use of collaborative and office automation resources
Diagnose and resolve a digital malfunction

Professional setting: 01 h 00 min

The candidate reads the information on the assessment platform, outside the presence of the jury, for 15 minutes.

Then, in the presence of the jury, for 45 minutes the candidate responds successively to a request for assistance and an incident.

During assistance and troubleshooting, one member of the jury plays the role of a user, while the other observes the candidate.

 Technical interview: 00 h 30 min

The technical interview takes place at the end of the work experience, using an interview guide.

Total duration of the test for the candidate: 01 h 30 min

RNCP37681BC02 - Commissioning digital equipment

 

List of skills Evaluation methods

Install, deploy and customize a user workstation
Work on the hardware components of a fixed or mobile computer
Contribute to the security of digital equipment and its data

Work situation: 01 h 30 min

There are two stages to the work placement.

Stage 1. It takes place under supervision, without the presence of the jury, and lasts 1 hour.

The candidate performs operations on a client virtual machine.

Stage 2. It takes place in the presence of the jury and lasts 30 minutes.

Candidates present their work from stage 1 and respond to a request from the jury.

 Technical interview: 00 h 30 min

At the end of the work situation, the jury conducts the technical interview with the help of a guide.

An assembled machine, switched off, is used to assess the skill "Working on the hardware components of a fixed or mobile computer".

Total duration of the test for the candidate: 02 h 00 min

RNCP37681BC03 - Working on infrastructure components

 

List of skills Evaluation methods

Install and configure network equipment and services
Work on a secure network
Work on an Active Directory

Work situation: 01 h 30 min

There are two stages to the work placement.

Stage 1. It takes place under supervision, without the presence of the jury, and lasts 1 hour.

The candidate performs operations on a wireless network device and a server virtual machine.

Stage 2. It takes place in the presence of the jury and lasts 30 minutes.

Candidates present their work from stage 1 and respond to a request from the jury.

 Technical interview: 00 h 30 min

At the end of the work situation, the jury conducts the technical interview with the help of a guide.

Total duration of the test for the candidate: 02 h 00 min

Description des modalités d’acquisition de la certification par capitalisation des blocs de compétences et/ou par correspondance :

The professional title is made up of three blocks of skills, known as Certificats de Compétences Professionnelles (CCP), corresponding to the activities listed above.

The professional qualification can be completed by one or more skill blocks, certified by the complementary certificates of specialization (CCS) mentioned above.

The professional title is accessible by capitalization of professional skills certificates (CCP) or following a training course and in accordance with the provisions set out in the modified order of December 22, 2015, relating to the conditions for the issue of the professional title of the Ministry responsible for employment.

Monitoring arrangements:

The course is based on teaching methods centered on individualization.

We choose a pedagogical strategy that aims to :

To develop autonomy by making our trainees actors of their learning,
To develop the technological culture, by integrating all the components, including those related to safety on the workstation,
To develop attitudes, methods and professional rigor.
Phases of courses and individualized case studies are validated by the referent trainer through a collaborative work in small groups.
The practical work phases are evaluated individually by the referent trainer who records the results in a skills monitoring booklet.
Supervised time on TD and practical work is also provided to prepare the title
A computer room is available for the constitution of the internship and activity report in the company)

This page was last updated on November 7, 2023