Course Code: CTS 1155

Credit Hours: 3

Effective beginning: Fall 2020

Course Description:
This course covers the technical, business, and interpersonal skills needed by information technology support personnel in an IT user support setting.

Instructors:

As Assigned

Required textbooks/ course materials:

A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition), 2015, Beisse, Cengage, ISBN-13: 9781285852683.

Assignment/course outline:

The following topics will be covered in this course at the discretion of the instructor:

• Introduction to Computer User Support
• Customer Service Skills for User Support Agents Writing for End Users
• Skills for Troubleshooting Technology Problems
• Common Support Problems, Help Desk Operation, User Support Management Product Evaluation Strategies and Support Standard
• End-User Needs Assessment Projects Installing and Managing End-User Technology
• Technology Training for Users, A User Support Utility Tool Kit

See your Instructor First Day Handout for individual instructor assignment schedule

Discipline-level learning outcomes:

Associate in Science degree in Computer Information Technology Learning Outcomes:

CIT-1 Understand, install, configure, monitor, use, and troubleshoot computer hardware and software. [1.0, 2.0, 3.0, 4.0, 6.0, IT Support 12.0, 13.0]

CIT-2 Understand, install, configure, monitor, use, and troubleshoot network hardware and software. [8.0, 9.0]

CIT-3 Demonstrate general computing workplace competencies, including employability skills, interpersonal & customer service skills, and user support skills. [11.0, IT Support 12.0, 13.0, 14.0, 15.0]

CIT-4 Demonstrate project management skills. [10.0]

CIT-5 Perform database management and design tasks. [7.0]

Associate in Science degree in Network Systems Technology Learning Outcomes:

NST-1 Understand, install, configure, monitor, use, and/or troubleshoot computer hardware and software. [1.0, 3.0]

NST-2 Understand, install, configure, monitor, use, and troubleshoot network hardware and software. [2.0, 4.0]

NST-3 Demonstrate general computing workplace competencies, including employability skills, interpersonal & customer service skills, and user support skills. [5.0, Server Admin 18.0]

NST-4 Demonstrate project management skills. [6.0]

NST-5 Depends on Specialization:

• Server Administration (Program Code 2181): Demonstrate advanced understanding of networked environments and perform network administration activities. [Server Admin Specialization 0-8.0]
• Network/Cybersecurity (Program Code 2182): Demonstrate proficiency in securing networks and data, including performing penetration testing and responding to cybersecurity incidents. [Network/Cybersecurity Specialization 09.0]
• Digital Forensics (Program Code 2183): Demonstrate understanding of forensic casework procedures and perform computer and mobile device forensic investigations. [Digital Forensics Specialization 0-14.0]