Technology Support & Services
Technology Support & Services challenges members to demonstrate their knowledge of help desk operations and IT support through an objective test and a role play scenario. Members apply problem-solving, technical, and customer service skills to address real-world technology support issues in a business setting.
Event Overview
Event Type: Individual
Event Category: Role-Play
Event Elements: Objective Test and Interactive Role Play
Objective Test Time: 50 minutes
Role Play Time: 20-minute preparation time, 7-minute presentation time
Career Cluster Framework Connection: Digital Technology
NACE Competency Alignment: Career & Self-Development, Communication, Leadership, Professionalism, Technology
Items Competitor Must Provide: Sharpened pencil, Photo Identification, Conference-provided nametag, Attire that meets the Florida FBLA Dress Code
Items Provided by FBLA: Two notecards for each competitor and secret problem/scenario for role play
Objective Test Competencies
· IT Fundamentals
· Service Desk Operations
· Hardware and Software Troubleshooting
· IT Management and Administration
Test questions are based on the knowledge areas and objectives outlined for this event. Detailed objectives can be found in the study guide included in these guidelines.
District
Check with your District leadership for District-specific competition information.
State
Eligibility
· FBLA membership dues are paid by 11:59 pm Eastern Time on December 1 (or earlier date specified by District Director) of the current program year.
· Members may compete in an event at the State Leadership Conference (SLC) more than once if they have not previously placed in the top 10 of that event at the National Leadership Conference (NLC). If a member places in the top 10 of an event at the NLC, they are no longer eligible to compete in that event. Competitors who placed in the top ten in Help Desk at a previous National Leadership Conference are not eligible to compete in this event.
· Members must be registered for the SLC and pay the state conference registration fee in order to participate in competitive events.
· Members must stay within the official FBLA housing block of the official FBLA hotel to be eligible to compete.
· Each district may be represented by participant(s) based on the Florida FBLA scaled quota system found on the Florida FBLA website.
· Each member can only compete in one individual/team event and one chapter event (Community Service Project, Local Chapter Annual Business Report).
· Each competitor must compete in all parts of an event for award eligibility.
· Identification: Competitors must present valid photo identification (physical) that matches the name on their conference name badge. Acceptable forms include a driver’s license, passport, state-issued ID, or school ID.
· If competitors are late for an objective test, they may be either disqualified or permitted to begin late with no extension of the time as scheduled. If competitors are late for a presentation time, they may be disqualified or placed later in the schedule. The decision is solely up to the judges.
· Participants must adhere to the Florida FBLA dress code established by the Florida Board of Directors or they will not be permitted to participate in the competitive event.
Recognition
· The number of competitors will determine the number of winners. The maximum number of winners for each competitive event is 5.
Event Administration
· This event is two phases : objective test and interactive role-play
· Objective Test
o Objective Test Time: 50 minutes
o Objective Test Questions: 100 questions
o This event is an objective test administered at the SLC.
o No reference or study materials may be brought to the testing site.
· Interactive Role Play Presentation
o Preparation Time: 20 minutes
o Presentation Time: 7 minutes (one-minute warning)
o Question & Answer: None
o The top 5 scoring individuals will advance to the role-play final round.
o The finalists will be sequestered before the first performance to receive instructions and time assignments. A team entering sequestering after the first performance has begun will be disqualified.
o Competitors will be provided with a single copy of a technology support–related scenario or problem at the beginning of their assigned preparation time. This copy may only be accessed within the designated preparation area.
o Two notecards will be provided to each competitor and may be used during event preparation and role play presentation. Information may be written on both sides of the notecards. Notecards will be collected following the role play.
o No technology, reference materials, visuals, or props may be used.
o Judges may ask questions during the presentation as part of the interactive role play format.
Audience
o Competition ethics demand that competitors and audience member do not discuss or reveal the role play until the event has ended.
Scoring
· The top 5 scoring individuals will advance to the final round. Ties are broken by comparing the correct number of answers to the last 10 questions on the test. If a tie remains, answers to the last 20 questions on the test will be reviewed to determine the winner. If a tie remains, the competitor who completed the test in a shorter amount of time will place higher.
· The role play round scores only will be used to determine winners.
· The judges must break all ties. All judging decisions are final. Results announced at the State Leadership Conference are considered official and will not be changed after the conclusion of the State Leadership Conference.
Recording of Presentations
· No unauthorized audio or video recording devices will be allowed in any competitive event.
· Participants in the events should be aware FBLA reserves the right to record any presentation for use in study or training materials.
Americans with Disabilities Act (ADA)
· FBLA complies with the Americans with Disabilities Act (ADA) by providing reasonable accommodations for competitors. Accommodation requests must be submitted through the conference registration system by the official registration deadline. All requests will be reviewed, and additional documentation may be required to determine eligibility and appropriate support.
Penalty Points
· Competitors may be disqualified if they violate the Competitive Event Guidelines or the Honor Code.
Electronic Devices
· Unless approved as part of a documented accommodation, all cell phones, smartwatches, electronic devices, and headphones must be turned off and stored away before the competition begins. Visible devices during the event will be considered a violation of the FBLA Honor Code.
National
Be sure to see the National guidelines at https://www.fbla.org/divisions/fbla/fbla-competitive-events/
Study Guide: Competencies and Tasks
IT Fundamentals (25 test items)
1. Describe the responsibilities of each layer of the OSI model
2. Discuss features of Windows for personal and enterprise environments
3. Discuss features of MacOS for mobile and PC systems
4. Apply command-line networking and troubleshooting tools for Windows and Linux (e.g., ipconfig, fsck, ping, tracert)
5. Describe computer components (e.g., CPU, motherboard, GPU)
6. Interpret software requirements (e.g., 32-bit vs. 64-bit, memory, storage)
7. Describe best practices for digital security and privacy (e.g., VPN, password managers, firewalls)
8. Describe common security vulnerabilities and threats (e.g., out-of-date systems, SQL injection, DDoS)
9. Explain how information is exchanged between a computer and a network (e.g., packets, requests, servers)
10. Describe the functions of DNS and DHCP
11. Describe the functions of IP addresses in networked environments
12. Describe the key hardware components of a network (e.g., clients and servers, switches, routers, modems)
Service Desk Operations (20 test items)
1. Explain the importance of service and help desk teams in an organization
2. Discuss when tickets should be escalated
3. Discuss the role of IT Service Management (ITSM) in business
4. Discuss the functions of service desk software (e.g., JIRA, Zoho)
5. Describe service desk support tiers and their responsibilities
6. Discuss methodology for solving tech problems (e.g., identifying problem, testing theories, developing plans of action)
7. Describe the role of ticketing systems in IT support
8. Describe best practices for identifying and removing malware from systems
Hardware and Software Troubleshooting (30 test items)
1. Apply the best practice methodology to investigate tech problems
2. Distinguish between hardware and software problems
3. Describe solutions to common printer issues (e.g., connectivity, refillables)
4. Discuss common issues with mobile devices (e.g., battery life, overheating, connectivity)
5. Describe symptoms of problems with RAM, CPU, and storage
6. Describe tools used to fix and troubleshoot devices (e.g., multimeter, freeze spray, compressed air)
7. Distinguish between devices that need fixing, upgrading, or replacing
8. Troubleshoot common Windows OS problems (e.g., BSOD, crashing, slow performance)
9. Describe best practices for removing malware from a system
10. Describe indicators of malware on a device
11. Describe common solutions to hardware problems (e.g., restarting, unplugging, resting)
12. Describe common cable and connector types (e.g., USB, lightning, HDMI)
13. Describe types and parts of a liquid crystal display
14. Describe the boot process and options for its configuration
IT Management and Administration (25 test items)
1. Describe the role of change management in business and IT management
2. Describe elements of change request documents (e.g., time of change, rollout/backout plan, anticipated impact)
3. Discuss the use of remote access methods for IT administration (e.g., troubleshooting, testing, installing, updating)
4. Describe remote and virtual access software and protocols (e.g., SSH, RMM, RDP, VPN)
5. Describe file transfer services and protocols (e.g. FTP, Google Drive, OneDrive)
6. Discuss printer configuration settings (e.g., tray settings, duplex, orientation)
7. Describe types of printers (e.g., thermal, 3D, inkjet, laser)
8. Describe the use of load balancers in cloud environments and physical servers
9. Discuss key features of Active Directory
10. Describe the characteristics of different cloud services (e.g., SaaS, PaaS, IaaS)
11. Discuss spam mitigation and management techniques (e.g., DKIM, SPF, DMARC)