Simulation Northern Essex Help Desk Certificate

• Emerson, Paula

	GPSTEM Grant – IT Services & Soft Skills Simulation Lab (1 MB)
	Massasoit CC Review Process (210 KB)

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Date:

2017

Primary Material Type:

Presentation

Other Material Types:

Presentation

Institution:

Northern Essex Community College

Project Name:

Guided Pathways to Success in STEM (GPSTEM)

Funding Source:

TAACCCT Round 4

Subjects:

IT Technology Management

Industry / Occupation

Industry Partner:

The Merrimack Valley Workforce Investment Board

Industry Sector:

Developmental Education

Occupation:

Computer and Mathematical Occupations -- Computer Support Specialists (15-1041)

Education / Instructional Information

Instructional Program:

Computer and Information Sciences and Support Services (11)

Credit Type:

• Credit

Credential Type:

• Associate Degree

Educational Level of Materials:

• 2nd Year Community College or equivalent

Time Required:

1 Hour

Language:

English (United States)

Interactivity Type:

Presentation only - requires user to navigate through content.

Quality Rubric:

Other

Quality Note:

The Help Desk certificate program at NECC is focused on training students to become Support Systems Analysts practitioners in Help Desk settings across a range of industries. The certificate program is an entry point for students with little experience to gain the skills they need to earn an entry level position as a help desk support /systems analyst. According to recent research and input from industry, the training needed for this role includes technical knowledge as well as a great deal of soft-skills. The soft-skills needed include customer service, troubleshooting, problem solving and communication skills, among many others.

Quality of Subject Matter was assured by:

• Other

Quality of Online/Hybrid Course Design assured by:

• Other Rubric

Course Note:

IT

Accessibility

Formal Accessibility Policy:

http://www.necc.mass.edu/about/accessible-media-at-necc/

Accessibility Statement:

http://www.necc.mass.edu/student-services/current/policies-conduct/college-statements-policies-disclosures/affirmative-action-nondiscrimination-and-accessibility/

Accessibility Evaluation Report:

http://www.necc.mass.edu/about/accessible-media-at-necc/

Accessibility Features:

• Text Access - Text to Speech
• Text Adjust - Compatible
• Text Adjustment - Adjust Font and Colors
• Reading Layout - Reflow the Text
• Reading Layout - Page numbers match printed material
• Reading Layout - Reflow the Text
• Reading Order - Digital resource layout
• Structural Markup - Navigation Text
• Structural Markup - Lists
• Structural Markup - eReader application
• Table Markup
• Hyperlinks Rendered As Active
• Colors Compatible With Assistive Technology
• Contrast Ratio of at Least 4.5:1.
• Language - Markup
• Language - Passage Markup
• Non-Decorative Images Have Alt Text
• Decorative Images Marked With Null Alt Text
• Complex Images, Charts, and Graphs Have Text Descriptions
• Synchronized Text Track
• Transcript Provided With Audio Content
• Audio/Video Delivered Via Media Player
• Non Flickering Content
• STEM Content (e.g. Mathematics, Chemistry) Markup
• STEM - Notation markup
• Interactive - Keyboard
• Interactive - Markup
• Interactive - Text prompts

Copyright / Licensing

Primary License:

This work is licensed under a Creative Commons Attribution 4.0 International License.