CTS1155

IT User Support

Course Code:
CTS 1155

Credit Hours:
3

Effective beginning:
2022-23

Sections:
800

 

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

 

Course Details

Instructors:

Charles Lynch

 

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:

Course-level student learning outcomesDiscipline-level learning outcomesAssessment methods
Synthesize customer service skills

CIT-1, CIT-2, CIT-3, NST-1, NST-2, NST-3

Homework, tests, quizzes
Evaluate methods of understanding and managing user’s needs and expectations

CIT-1, CIT-2, CIT-3, NST-1, NST-2, NST-3

Homework, tests, quizzes
Propose help desk activities

CIT-1, CIT-2, CIT-3, NST-1, NST-2, NST-3

Homework, tests, quizzes
Formulate troubleshooting strategies and techniques to resolve basic hardware, software, and network problems

CIT-1, CIT-2, CIT-3, NST-1, NST-2, NST-35

Homework, tests, quizzes
Synthesize knowledge of basic troubleshooting methodology

CIT-1, CIT-2, CIT-3, NST-1, NST-2, NST-3

Homework, tests, quizzes
Formulate, utilize, and maintain system documentation

CIT-1, CIT-2, CIT-3, NST-1, NST-2, NST-3

Homework, tests, quizzes

 

Means of accomplishing learning outcomes:

In-Person

The instructor will:

  • Lecture and lead class discussions.
  • Assign readings from textbooks and/or other sources to supplement lectures.
  • Provide supplemental materials that align with the material presented in the textbook as appropriate.
  • Design assignments, quizzes, discussions, etc., to help students engage with the course material.
  • Use other teaching strategies to assist students in examining and understanding course materials as needed.
  • Provide timely feedback on assignments.
  • Hold weekly office hours to address questions and student needs outside of class time.

The students will:

  • Attend class regularly and be attentive to lectures.
  • Engage with class discussion.
  • Participate in student discussion groups.
  • Read assigned readings.
  • Complete assignments, quizzes, discussion boards, etc., as assigned by the instructor.

Online

The instructor will:

  • Lead class discussions.
  • Assign textbook and/or other readings.
  • Provide supplemental materials that align with the material presented in the textbook as appropriate.
  • Design assignments, quizzes, discussions, etc., to help students engage with the course material.
  • Use other teaching strategies to assist students in examining and understanding course materials as needed.
  • Provide timely feedback on assignments.
  • Hold weekly virtual office hours to address questions and student needs.

The students will:

  • Engage with the course regularly.
  • Engage with class discussions.
  • Participate in student discussion groups.
  • Read assigned readings.
  • Complete assignments, quizzes, discussion boards, etc. as assigned by instructor.

 

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