IT:103 Help Desk Principles

IT:103 Help Desk Principles instructional resources; required course in the IT Help Desk/End User Support Certificate of Specialization program of study. This course focuses on key information and skills for user support professionals, including troubleshooting and problem solving, communicating successfully with clients, performing end-user needs analysis and assessment, and training end-users. With balanced coverage of both people skills and technical skills, this course is an excellent resource for those in or preparing for the technical support field.
Microsoft Word Syllabus (96 KB)
Microsoft Word Learning Objectivies (162 KB)
Microsoft Word Table - Learning Objectives, Activities, Assessments (164 KB)
Microsoft Word List of Instructional Materials (65 KB)
Microsoft Powerpoint Contextualized Reading (151 KB)

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Date:
2014-02
Primary Material Type:
Syllabus
Other Material Types:
Workshop and Training Material
Institution:
St. Louis Community College
Project Name:
MoHealthWINs
Funding Source:
TAACCCT Round 1
Subjects:
Help Desk, PC Technician, Computer Support, PC Support, End User Support, IT Help Desk

Industry / Occupation

Industry Partner:
Schnucks Markets
Industry Sector:
Information Technology -- Data Processing, Hosting, and Related Services (518)
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:
  • Certificate
Educational Level of Materials:
  • 1st year Community College or equivalent
Time Required:
3 credit hour course
Language:
English (United States)
Interactivity Type:
Mix of Active and Presentation.
Quality of Subject Matter was assured by:
  • Consultations during development of instructional materials
  • Participation as an ongoing member of team developing the instructional materials
  • Conducting an evaluation of the instructional materials and providing a report
  • Using an approved rubric to conduct the evaluation of the instructional materials and providing a report
  • SME Quality Report is posted in Skills Commons
Quality of Online/Hybrid Course Design assured by:
  • Quality Matters
  • Expertise of Project's Instructional Designers
Course Note:
Help Desk Principles / IT Help Desk/End User Support

Accessibility

Accessibility Features:
  • Text Access - Text to Speech
  • Text Adjust - Compatible
  • Text Adjustment - Adjust Font and Colors
  • Reading Layout - Reflow the Text

Copyright / Licensing

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

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