Course Descriptions & Syllabi

Course Descriptions & Syllabi

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Note: some or all of the courses in the subjects marked as "Transfer" can be used towards a transfer degree: Associate of Science and Arts or Associate of Engineering Science at DACC. Transferability for specific institutions and majors varies. Consult a counselor for this information.

Areas of Study | | INFO249 syllabus




COURSE NUMBER: INFO249
COURSE TITLE:Help Desk Skills
DIVISION:Technology
IAI CODE(S):
SEMESTER CREDIT HOURS:3
CONTACT HOURS:60
STUDENT ENGAGEMENT HOURS:135
DELIVERY MODE:In-Person, Online

COURSE DESCRIPTION:
This class focuses on the information resources and technical tools students need most to function in a support position. Students develop the skills to troubleshoot and problem solve, communicate with clients, determine a client's specific technology needs, train end-users, and handle budgeting and management priorities. Clear, balanced coverage highlights the latest developments, from Web and email-based support to advancements in Microsoft Windows, cloud computing, and ethics today.

PREREQUISITES:
INFO135 or INFO153

NOTES:

STUDENT LEARNING OUTCOMES:
Upon completion of this course, students will be able to:
  • Communicate both orally and written how Help Desks function, their impact on their user base, their history and evolution in society, and their ethical duties in a company.
  • Communicate both orally and written how Help Desks will benefit companies.
  • Analyze the steps needed to properly troubleshoot common technical problems.

TOPICAL OUTLINE:
  1. Introduction to Computer User Support.
  2. Customer Service Skills for User Support Agents.
  3. Writing for End Users.
  4. Skills for Troubleshooting Technology Problems.
  5. Common Support Problems.
  6. Help Desk Operation.
  7. User Support Management.
  8. Product Evaluation Strategies and Support Standard.
  9. End-User Needs Assessment Projects.
  10. Installing and Managing End-User Technology.
  11. Technology Training for Users.
  12. A User Support Utility Tool Kit.

TEXTBOOK / SPECIAL MATERIALS:
See bookstore website for current book(s) at https://www.dacc.edu/bookstore

EVALUATION:
A point system will be used to evaluate a student’s progress. Points will be assigned to all work, such as lab projects, class participation, research papers, presentations, quizzes, tests and a final exam.

BIBLIOGRAPHY:

STUDENT CONDUCT CODE:
Membership in the DACC community brings both rights and responsibility. As a student at DACC, you are expected to exhibit conduct compatible with the educational mission of the College. Academic dishonesty, including but not limited to, cheating and plagiarism, is not tolerated. A DACC student is also required to abide by the acceptable use policies of copyright and peer-to-peer file sharing. It is the student’s responsibility to become familiar with and adhere to the Student Code of Conduct as contained in the DACC Student Handbook. The Student Handbook is available in the Information Office in Vermilion Hall and online at: https://www.dacc.edu/student-handbook

DISABILITY SERVICES:
Any student who feels s/he may need an accommodation based on the impact of a disability should contact the Testing & Academic Services Center at 217-443-8708 (TTY 217-443-8701) or stop by Cannon Hall Room 103. Please speak with your instructor privately to discuss your specific accommodation needs in this course.

REVISION:
Spring 2019

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