TechSETS has developed a comprehensive matrix of skills needed to support technology services in California schools.

Below are identified services, arranged by category. Within each category, services are broken into related tasks and skills needed to support the service. TechSETS, working with training providers and others, is continually aligning training and other resources to the tasks and skills for improved access to appropriate training.



Internet/Online
Essential services to be provided:
 E-mail
Related Tasks:
 Analyze e-mail requirements
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Related Skills:
·  Ability to design and conduct user surveys
·  Ability to develop cost/benefit analysis for e-mail software
·  Ability to map requirements to product solutions
·  Interpersonal communication skills
·  Knowledge of e-mail software packages

 Assist users with e-mail tasks
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Related Skills:
·  Ability to attach/save attachments to/from e-mail messages
·  Ability to deliver end-user training
·  Ability to develop schedules
·  Ability to navigate e-mail client user interface
·  Ability to perform basic e-mail client configuration
·  Ability to send and receive e-mail
·  Ability to troubleshoot user problems
·  Ability to use scheduling/calendaring software
·  Interpersonal communication skills

 Configure and maintain e-mail servers
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Related Skills:
·  Ability to backup and restore e-mail system database
·  Ability to configure connectors to external mail systems
·  Ability to configure e-mail client settings
·  Ability to configure message routing and directory replication
·  Ability to configure messaging system security
·  Ability to configure messaging system services
·  Ability to create address lists
·  Ability to create mailboxes and configure mailbox properties
·  Ability to create user e-mail profiles
·  Ability to install and upgrade e-mail client software
·  Ability to install and upgrade e-mail server software
·  Ability to install service packs and hot fixes
·  Ability to monitor and analyze e-mail server performance
·  Ability to troubleshoot e-mail software installation problems
·  Ability to troubleshoot network connectivity problems
·  Understanding of administrative roles
·  Understanding of Internet protocols
·  Understanding of messaging system architecture

 Configure Domain Name Service (DNS)
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Related Skills:
·  Ability to configure Host and Pointer records
·  Ability to configure Start of Authority (SOA) records
·  Ability to configure zone file replication
·  Ability to configure zone files
·  Ability to troubleshoot name resolution problems
·  Understanding of Domain Name Space
·  Understanding of Internet protocols
·  Understanding of Name Server registration
·  Understanding of Resource Records

 Configure e-mail client software
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Related Skills:
·  Ability to configure e-mail client settings
·  Ability to create user e-mail profiles
·  Ability to troubleshoot installation problems
·  Ability to troubleshoot network connectivity problems
·  Knowledge of e-mail client software options

 Plan for e-mail services
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Related Skills:
·  Ability to assess status of current network
·  Ability to determine hardware requirements to support e-mail system
·  Ability to determine user e-mail client requirements
·  Ability to develop budgets
·  Ability to develop schedules
·  Ability to develop standards
·  Ability to plan naming and addressing conventions
·  Interpersonal communication skills
·  Knowledge of Acceptable Use Plans (AUP)
·  Knowledge of current client/server e-mail software pricing
·  Knowledge of software licensing agreements
·  Knowledge of software purchasing process
·  Knowledge of virus protection strategies
·  Understanding of administrative roles
·  Understanding of connectivity to external e-mail systems
·  Understanding of e-mail client features and security
·  Understanding of Internet protocols
·  Understanding of messaging system architecture
·  Understanding of network infrastructure and services

 Secure e-mail servers
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Related Skills:
·  Ability to audit e-mail server usage
·  Ability to configure messaging system security
·  Ability to install and configure e-mail server anti-virus software
·  Understanding of administrative roles
·  Understanding of best security practices
·  Understanding of e-mail server permissions and policies

 Filtering
 Internet Access
 Web Presence