CTS2156

Desktop Support

Course Code: CTS2156

Credit Hours: 3

Effective beginning: Fall 2020

 

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:

Prerequisite: CTS 1155 or consent of the department

Instructors:

TBD

 

Required textbooks/ course materials:

A Guide to Computer User Support for Help Desk and Support Specialists (6th Edition), 2015, Beisse, Cengage Learning, 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

 

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 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

 

  • Attend and participate in class regularly.
  • Read all assigned material before class.
  • Study in-class notes and online (Canvas) materials.
  • Complete assigned projects in a timely manner to enable reflections and revisions on the final product.
  • Participate in discussions.
  • Demonstrate your mastery of the required skills on quizzes, exams, etc.
  • Complete all assignments with promptness and accuracy.
  • 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.

  • Quizzes, up to 40%
  • Test (includes midterm and final), up to 60%
  • Assignments, projects and/or Labs, up to 40%
  • Participation, up to 20%

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

Academic Honesty: Do not attempt to get assistance on exams from any other individual; or to complete assignments or gain answers for quiz questions or assignments dishonestly. Please refer to the Chipola College Catalog and the Chipola College Student Handbook for information on the Academic Honor Code and the Academic Honor Code – Consequences. Academic dishonesty includes but is not limited to plagiarism, cheating, and misrepresentation on assignments, quizzes and/or exams.

College-wide policies and resources

For more specific information on Chipola's college-wide academic policies and resources available to students, visit the link below.