Information Technology

Certificate of Competence in Help Desk Services

The Information Technology Certificate of Competence in Help Desk Services is a competency-based program designed for the novice or professional Information Technology worker who has little or no experience in providing Information Technology Help Desk Support. This certificate is appropriate for upgrading the support skills of the industry members or for and entry level position in a larger organization.

Courses

ITS 124 Small Business Networking (3)
3 hours lecture per week
Prerequisite(s): Qualification for ENG 22 or ESOL 94 or higher; qualification for MATH 24 or higher
Recommended Preparation: Previous computer experience.
Comment: This course may require hardware/software supplies for hands-on activities up to $50.00. Formerly ITS 104, Small Business Networking

ITS 124 provides students with an overview of essential networking concepts, terminology and skills. The course gives students a fundamental understanding of the technological, business and legal issues related to a networked organization. Certification competencies related to the Windows desktop operating system will be covered. The course further introduces the student to security concepts such as cryptography, digital signatures, key management and authentication.

ITS 144 Business PC System Maintenance/Support and OS Installation (3)
Prerequisite(s): ITS 124 or consent of the instructor or BE department chair
Comment: This course may require hardware/software supplies for hands-on activities up to $50.00. Formerly ITS 220E, Topics in Networking Technologies: Business PC System Maintenance/Support and OS Installation

ITS 144 provides PC operating system and hardware concepts and hands-on activities relating to the following networking topics: operating system theory, current PC operating systems, various hard drive partitions, operating system installation and upgrading, peripheral device drivers, network connectivity, resource sharing over a network, construction, installation, upgrading, troubleshooting, and maintenance of hardware and software components of microcomputer systems. Course will cover specification, selection, installation and configuration of hardware components including memory, floppy disk drives, microprocessors, hard drives, CDs and CD-writers, video cards, LAN cards, sound cards, monitors, routers, switches, and printers as related to a business environment.

ITS 224 Help Desk Support Practices (3)
3 hours lecture. per week
Prerequisite(s): ITS 144 or consent of the instructor or BE department chair

ITS 224 Help Desk Support Practices introduces the Information Technology student to the key concepts and skills of Help Desk operation. Students will study what a Help Desk is, characteristics of its users, common problems, and tools. Students will learn about how a Help Desk fits into an organization’s structure and mission. Students will learn about the protocol and processing of incidents, the different support levels and methods. Students will learn about knowledge, asset and security management and how important these are to an organization’s integrity. Students will have opportunities to both study and practice Help Desk operations in a controlled setting.