Helpdesk Fundamentals

This project includes a complete course design for teaching the course with related learning materials. It also includes a sample schedule for delivering the course. **** The student will gain knowledge and experience in applying the techniques used in problem troubleshooting, end-user support and customer service. The student will also become familiar with and apply the tools used in user supply and help desk operations.
Date:
2016
Primary Material Type:
Syllabus
Other Material Types:
Collection
Institution:
Blackhawk Technical College
Funding Source:
TAACCCT Round 3
Subjects:
Helpdesk, Help Desk, Troubleshooting, Computer repair

Industry / Occupation

Industry Partner:
College collaborated with the program advisory committee.
Industry Sector:
Information Technology -- Computer Operating Systems (Programming), Digital Forensics, Cyber Security, Network Security, IT Security (51)
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:
  • Diploma
Educational Level of Materials:
  • 1st year Community College or equivalent
  • 2nd Year Community College or equivalent
Time Required:
3 semester credits/90 hours
Language:
English (United States)
Interactivity Type:
Presentation only - requires user to navigate through content.
Quality Rubric:
Other
Quality Note:
The course was developed by a faculty member at the college and reviewed by the college Instructional Designer. Course materials were then reviewed by the Interface Grant Instructional Designer. Finally courses were sent to a Third Party reviewer for both ID and SME review. Colleges used local quality rubrics and an Interface rubric. The Interface specialist used the Interface Rubric and the third party reviewer used the Third Party rubric.
Quality of Subject Matter was assured by:
  • 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:
  • Custom Quality Rubric
  • Expertise of Project's Instructional Designers
Course Note:
Manufacturing Information Technology Specialist

Accessibility

Accessibility Features:
  • Text Access - Text to Speech
  • Text Adjust - Compatible
  • Text Adjustment - Adjust Font and Colors
  • Reading Layout - Reflow the Text
  • Reading Order - Digital resource layout
  • Table Markup
  • Hyperlinks Rendered As Active
  • Colors Compatible With Assistive Technology
  • Contrast Ratio of at Least 4.5:1.
  • Non-Decorative Images Have Alt Text

Copyright / Licensing

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