Course Code:
CTS 1155

Credit Hours:
3

Effective beginning:
2022-23

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]

Course-level learning outcomes:

Means of accomplishing learning outcomes:

1. Attend and participate in class regularly.
2. Read all assigned material before class.
3. Study in-class notes and online (Canvas) materials.
4. Complete assigned projects in a timely manner to enable reflections and revisions on the final product.
5. Participate in discussions.
6. Demonstrate your mastery of the required skills on quizzes, exams, etc.
7. Complete all assignments with promptness and accuracy.
8. All written documents as well as online assignments must be completed using correct grammar, spelling, and structure.

The grading breakdown is subject to change at the discretion of the instructor.

Please see your first day handout for individual instructor grading schemes.