CTS2156

Desktop Support

Course Code:
CTS2156

Credit Hours:
3

Effective beginning:
2022-23

Sections:
400

 

Course Description:
In this course, students learn how to install, configure, troubleshoot and administer the desktop operating system within a network and internet environment. Topics may include operating system installation, device configuration, security and access control, network connectivity, system performance, and optimization.

 

Course Details

Prerequisites:

CTS 1155 or consent of the department

 

Instructors:

TBD

 

Required textbooks/ course materials:

Cengage Unlimited subscription: Microsoft 365 Modern Desktop Administrator Guide to Microsoft Exam MD-100: Windows 10, ISBN: 9780357710630.

 

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

 

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 0-9.0]
  • Digital Forensics (Program Code 2183): Demonstrate understanding of forensic casework procedures and perform computer and mobile device forensic [Digital Forensics Specialization 7.0-14.0]

 

 

Course-level learning outcomes:

Course-level student learning outcomesDiscipline-level learning outcomesAssessment methods

Synthesize customer service skills.

Propose methods of understanding and managing user's needs and expectations.

Appraise effective troubleshooting strategies and techniques to resolve basic hardware, software, and network problems.

Formulate knowledge of basic troubleshooting methodology.

Contrast and examine technology-related case studies. 

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

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

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

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

Tests, Quizzes, Homework

 

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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