Pre-requisite:  ITNW 1325, ITSC 1325, and COSC 1301, or Departmental Approval.

Course Requirements

Method of Determining Final Course Grade:

3 Competency Exams                                                             40%

3 Projects (Procedures)                                                           40%

12 Practice Exams                                                                  16%

3 Blackboard Video Meetings Attendance                              4%

100%

1 Course Orientation – 1.3% bonus points

Approved Course Texts/Readings:

A Guide to Computer User Support for Help Desk and Support Specialists,

6th Edition,

by Fred Beisse,

Course Technology-Cengage Learning, 2013

ISBN: 9781285852683

Course Description: Diagnosis and solution of user hardware and software related problems with on-the-job projects.  An introduction to end-user computing and user support via help desk operations and user support management endeavors.

Course Rationale: This course is designed to teach students the user support decision making process, communicating successfully with a client, determining the client’s specific needs and writing for the end user.

1.    Establish rapport with users in problem-solving situations.

2.    Analyze user problems and lead the users through solutions

3.    Maintain problem logs and formulate problem-solving methodologies.

4.    Develop customer service skills.

5.    Train users and write technical user documents. 

6.    Evaluate issues concerning physical environment for computers and users and provide facilities management for end users.