Division: Technology

Subject Code: CIS Course #: 227

Course Title: Technical Support

HARRISBURGAREACOMMUNITY COLLEGE

FORM 335

Course Form 335 must be updated at least every five years per AP 765 to include, at a minimum, the following elements. [§335.2]

1.Digital Description:

Credit hours: 3.0

Lecture hours: 3.0

Lab hours:0.0

BL: [X]⅓[__]½ [__]⅔[___] Other (Indicate fraction or percent)

2.Catalog Description: Provides skills needed to operate and manage ina technical support environment. The course covers technical support, troubleshooting, escalation channels, communication skills, and developing professional interaction with end users. Also included is an in-depth study of help desk software with an emphasis on call and asset management.

Minimum Grade Required

3.Prerequisites:CIS 115 or C

CTEC 102 or

CNT 120 and

CIS 222 or

CIS 249 or

CIS 265

Corequisites:

Other:

4.Learning Outcomes

[These outcomes are necessary to enable students to attain the essential

knowledge and skills embodied in the program’s educational objectives.]

Upon successful completion of the course the student will be able to:

  • Identify the role of the Technical Support Professional
  • Practice troubleshooting skills
  • Demonstrate the ability to effectively escalate problems
  • Compose documents and discussion contributions using effective communication
  • Simplify complex instructions using technical writing skills
  • Demonstrate skills using a help desk support system
  • Compare help desk software packages
  • Create entries in call and asset management software

5.Planned Sequence of Learning Activities

[These must be designed to help students achieve the learning outcomes.]

  1. Introduction to End-User Computing
  2. Historical Changes in Computer Use
  3. End-User Classifications
  4. Resources End Users Need
  5. End-User Application Software
  6. Problems in End-User Computing
  1. Introduction to Computer user Support
  2. Increased Need for User Support Employees
  3. How Organizations Organize the User Support Function
  4. Informal Peer Support
  5. User Support Services
  6. Position Description for User Support Staff Members

III. Customer Service skills for User Support

  1. Communication skills and Customer service
  2. Speak Effectively
  3. Develop Call Management Strategy
  4. Strategies for Difficult Calls
  5. Comprehensive Customer Service

IV. Troubleshooting Computer Problems

  1. What is Troubleshooting?
  2. Tools Troubleshooters Use
  3. Developing a Personal Problem-Solving Philosophy

V. Common Support Problems

  1. Common End-User Problems
  2. The Problem-Solving Process Applied to Typical End-User Problems

VI. Help Desk Operation

  1. What is a Help Desk?
  2. The Incident Management Process
  3. Help Desk Technology and Tools
  4. Trends in Help Desk Operations

VII.User Support Management

  1. Managerial Concerns: Mission, Performance, Staffing and Training
  2. Managing a User Support Project
  3. User Support Certification
  4. User Support as a Profession

VIII.Product Evaluation Products and Standards

  1. How Product Standards Emerged
  2. Methods for Evaluating and Selecting Computer Products
  3. Computer Product Standards

IX. User Needs Analysis and Assessment

  1. Overview of Needs Analysis and Assessment
  2. User Needs Analysis Steps and Tasks
  3. Needs Analysis and Assessment Tools
  1. Installing End-User Computer Systems
  1. System Installation Overview
  2. Site Preparation
  3. Site Management Notebook
  4. Hardware Installation Tools
  5. Common Hardware Installation Steps
  6. Common Operating System and Network Installation Steps
  7. Common Steps to Install Applications Software
  8. Wrap-Up Tasks
  1. Training Computer Users
  1. What is Training?
  2. The Training Process
  3. Plan the Training
  4. Prepare for the Training
  5. Present the Training
  6. Progress Toward Quality User Training
  1. Writing For End Users
  1. Types of User Documentation
  2. How Technical Writing Differs from Other Writing
  3. Documentation Planning
  4. The Technical Writing Process
  5. Technical Writing Strategies
  6. Common Problems in Technical Writing
  7. Technical Writing Tools
  8. Documentation Evaluation Criteria
  1. Computer Facilities Management
  1. Introduction to Computer Facilities Management
  2. Common Facilities Management Problems
  3. Facilities Management Tools and Procedures

Supplemental Projects:

  • Develop interview questions for a technical support professional.
  • Interview a technical support professional.
  • Investigate service level agreements.
  • Develop a computer use policy.
  • Apply technical writing skills by creating procedural documentation.
  • Investigate help-desk support web sites.
  • Comparison of help desk software packages with an emphasis on call and asset management.
  • Develop call and asset management skills using appropriate software.

6.Assessment of Student Learning

[Methods of assessment should be appropriate for Learning Outcomes listed above.]

These Learning Outcomes will be assessed using a combination of assignments and exams.

7.List of Texts, References, Selected Library Resources or other Learning Materials (code each item based on instructional use): C-Lecture/Laboratory, A-Lecture, B-Laboratory, LC-Lecture/Clinical, CLN-Clinical, I-Online,

BL-Blended, V-Videocourse, D-Independent Study, P-Private Lessons,

E-Internship, F-Cooperative Work-Study, FE-Field Experience. [These resources must be easily accessible to students.]

A Guide to Computer User Support for Help Desk & Support Specialists, 3rd Edition

Beisse, Fred, ISBN# 0-619-21510-0

Selected Web sites.

8.Prepared by Faculty Member: Kari MeckDate:

9.Approved by Department Chairperson:Date:

10.Approved by Academic Division Dean: Marjorie A. MattisDate: 10/5/09

This course meets all reimbursement requirements of Chapter 335, subchapters A / B.

This course was developed, approved, and offered in accordance with the policies, standards, guidelines, and practices established by the College. It is consistent with the college mission.

If the course described here is a transfer course, it is comparable to similar courses generally accepted for transfer to accredited four-year colleges and universities.

11.Director, Curriculum Compliance:Catherine A. Lencioni Date: 10/6/09

12.Provost & VP, Academic Affairs: Ronald R. YoungDate: 10/6/09

13.Original Date of course approval by the college:200830

14.Date(s) of subsequent reviews [Indicate change: Learning Outcomes; textbook(s)]:

201020

12/1/04

Review and updated: 10/26/07; 1/11/08; 1/16/09