Printed on 10/30/2024
Help Desk Support Specialist
31-154-7
Technical Diploma (TD)
Part Time, Full Time
26 Credits
Financial Aid Eligible
Locations*:
Online, Oshkosh
*If general education courses are required, they may be available at multiple locations.
Do you enjoy helping others with their computers? This diploma could be the perfect fit for you. You’ll learn how to install, support and troubleshoot personal computer hardware, software and peripherals, and will develop the skills you need to interact with a variety of computer users. You’ll become familiar with network cabling systems, information security and server administration. The hands-on training will help you gain skills with Intel-based system configuration and improvement, component care and troubleshooting. This program will give you a solid technical background to be an effective help desk support specialist.
COURSE LIST
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Course list for reference only. Current students please refer to your individualized program plan or see your advisor.
**Outside effort hours are an estimate based on state standards, and may vary from person to person.
Occupational Specific
(23 Credits)
-
Exploring IT Foundations
10-107-102
2Credit
54
54
N/A
- Instructional Hours: 54
- Outside Effort Hours: 54
- Course Number: 10107102
- Credits: 2.00
Pursue this introductory course where students explore information technology-based tasks from a variety of IT roles. Students will be introduced to various technologies used on in industry.
-
Microcomputer Applications
10-107-150
2Credit
54
54
N/A
- Instructional Hours: 54
- Outside Effort Hours: 54
- Course Number: 10107150
- Credits: 2.00
Designed for students with little or no hands-on computer experience. Presents the basic functions of the Windows operating system and how to use the word processing, spreadsheet and presentation functions of Microsoft Office software. Students will integrate various functions of several Microsoft packages.
-
Linux Essentials - Just Enough Linux
10-150-155
1Credit
18
36
N/A
- Instructional Hours: 18
- Outside Effort Hours: 36
- Course Number: 10150155
- Credits: 1.00
Covers Basic Linux topics including operating system basics, file management, graphic user interfaces and the command line interface.
-
Information Assurance
10-150-161
2Credit
54
54
- Instructional Hours: 54
- Outside Effort Hours: 54
- Course Number: 10150161
- Credits: 2.00
Credit for Prior Learning Options Available
Examines the basics of information security, including access control and organizational security policies. This course will include the process of securing user workstations, laptops and mobile devices.
-
Network Essentials
10-150-162
2Credit
54
54
- Instructional Hours: 54
- Outside Effort Hours: 54
- Course Number: 10150162
- Credits: 2.00
Credit for Prior Learning Options Available
Provides an introduction to networking theory and technologies, including the basics of communication, common protocols, the OSI model, network topologies, local network media, network devices, network security and networking tools. Includes more in-depth study of the components of TCP/IP, Ethernet, and wireless networks. Involves considerable time developing troubleshooting skills.
-
IT Customer Service Skills
10-154-102
2Credit
36
72
- Instructional Hours: 36
- Outside Effort Hours: 72
- Course Number: 10154102
- Credits: 2.00
Credit for Prior Learning Options Available
Covers the interpersonal, communication and problem-solving skills required in technical support positions. Exercises provide interaction with other learners in a team. Students explore the information and technical tools needed to function effectively in a support position. Students will be expected to schedule an additional hour each week in the on-campus Student Help Desk, developing skills working with customers in a help desk setting.
-
Advanced Desktop Management
10-154-105
2Credit
54
54
- Instructional Hours: 54
- Outside Effort Hours: 54
- Course Number: 10154105
- Credits: 2.00
Credit for Prior Learning Options Available
Provides students with the background needed to build the knowledge and skills to support end-users and computers running the Microsoft suite of productivity applications. The course is directed at the skills needed to work in a variety of environments, including corporate environments as well as support for home users via phone support, remote support and retail counter support.
Prereq: Student has completed or is in process of completing ALL of the following:
-
IT Service Desk Concepts
10-154-109
3Credit
72
90
- Instructional Hours: 72
- Outside Effort Hours: 90
- Course Number: 10154109
- Credits: 3.00
Credit for Prior Learning Options Available
Introduces how people, processes, technology, and information affect an IT Service Desk. Students are introduced to industry standard ITIL terminology and practices and develop skills working with customers in a Service Desk setting. Explains basic concepts and implementation of a training plan and how to train end-users.
-
Enterprise Client
10-154-110
3Credit
72
90
- Instructional Hours: 72
- Outside Effort Hours: 90
- Course Number: 10154110
- Credits: 3.00
Credit for Prior Learning Options Available
Introduces students to the skills needed to support client PC Operating Systems. Through significant hands-on activities, learn how to configure, secure, utilize and troubleshoot client operating systems.
Coreq: Student has completed or is simultaneously enrolling in ANY of the following options:
-
Device Repair and Maintenance
10-154-111
3Credit
72
90
- Instructional Hours: 72
- Outside Effort Hours: 90
- Course Number: 10154111
- Credits: 3.00
Credit for Prior Learning Options Available
Covers configuring, maintaining, upgrading and repairing Intel-based computers and exploring functions and interrelations between components. The course examines system configuration, component care, system improvement, troubleshooting and failure identification.
-
College Success: On Course
10-890-100
1Credit
18
36
- Instructional Hours: 18
- Outside Effort Hours: 36
- Course Number: 10890100
- Credits: 1.00
Credit for Prior Learning Options Available
On Course helps you learn a number of proven strategies for creating greater academic, professional and personal success. You will discover how to create a rich, fulfilling life by developing new beliefs and behaviors. College Success: On Course empowers you to make wise choices in your academic and personal life which leads to improved experiences and outcomes.
Occupational Supportive
(3 Credits)
-
Oral/Interpersonal Comm
10-801-196
3Credit
54
108
- Instructional Hours: 54
- Outside Effort Hours: 108
- Course Number: 10801196
- Credits: 3.00
Credit for Prior Learning Options Available
Focuses on developing effective listening techniques and verbal and nonverbal communication skills through oral presentation, group activity, and other projects. The study of self, conflict, and cultural contexts will be explored, as well as their impact on communication.
Prereq: Student has completed or is in process of completing ALL of the following: