ITEC2065 Help Desk/User Support
This is a capstone course, designed to provide students the broad range of concepts and practices required of an entry-level technology professional. Students will be engaged in activities and projects designed to prepare and provide them with the knowledge, skills, and attitudes (KSA's) required to become technical service providers.
Prerequisite
ITEC1000 or instructor approval
Course Requirements and Evaluation
Refer to Course Syllabus for detailed information regarding the requirements and evaluation standards for this course. The Course Syllabus will be distributed the first week of the course.
Learning Outcomes
The following outcomes will be addressed in the course:
Describe support structures
Explain the evolution of processes and procedures
Develop a support philosophy
Investigate industry support trends
Plan and produce end-user documentation
Utilize office applications for decision-support analysis
Distinguish between call and caller management
Develop strategies to be a service provider
Evaluate end-user quality improvement processes
Prepare and improve upon training materials
Assess individual contributions to team goals
Judge individual and team performance
Text and References
A list of textbooks required for this course is available at the
campus store and in eServices.
Course Scheduling
The scheduled hours of instruction include sixteen hours for each lecture credit, thirty-two hours for each lab credit, and forty hours for each credit of supervised occupational experience (SOE). Lecture credit may include formal or impromptu lectures, demonstrations, or discussions with the entire class or with small groups or individuals. Refer to the Course Credits section of this course outline for the credit breakdown.
Accommodations Statement
Access Services - Reasonable accommodations are available to qualified students with documented disabilities. Upon attending an intake meeting with Access Services, qualified students will receive a letter listing the approved accommodations that they may provide to their instructors. If you have a documented disability that may require accommodations, contact HTC Access Services at
AccessServices@hennepintech.edu or
https://hennepintech.edu/current-students/access-services/index.html.
Campus
Brooklyn Park Campus and Eden Prairie Campus: 952-995-1300
Credit Details