Career Exploration Module – DAY TWO
Lesson Title
Help Desk
Cluster
Pathways
All Pathways
Essential
Question
What careers
are within the
Information
Technology
clusters?
TEKS
Career Portals:
1.A, 1.B, 2.A,
2.B, 2.C, 2.D,
2.E, 3.A, 3.B,
4.F, 4.G, 4.H,
8.B
Prior Student
Learning
Students should
have already
been presented
the Career
Module
Introduction
Estimated time
45 minutes
Objectives
- Identify and explore three career opportunities within the Information
Technology Cluster:
 Computer and Information Research Scientists
 Software Developers
 Computer User Support Specialists
Materials/Equipment/Handouts Needed
- Computers with Internet access
- Help Desk Activity
- Help Desk Rubric
- Search online for videos (both funny & serious) on using computer
Help Desk Support
- Computer or Software Training Manuals or How-To books (check the
“Troubleshooting” sections)
- Large Sheets of Paper
- Markers
- Paper
- Pencils
- Create a “Word Find Puzzle”
Introduction/Engage
- Instruct students to retrieve Vocabulary Lists from Day 1 and add new
terms as needed.
- Introduce the lesson by reviewing the Information Technology slide
presentation from Day 1, if needed.
- Ask students to name some of the fastest growing IT careers that they
can think of.
- Explain that today, they will learn more about three Information
Technology careers:
 Computer and Information Research Scientists
 Software Developers
 Computer User Support Specialists
Activities
- Watch some appropriate videos on using computer Help Desk
Support (there are funny videos as well as serious videos available).
- Assignment: Help Desk activity
Lesson Closure
- Debrief by having a Q&A time following the Help Desk assignment.
- Review details from the Information Technology careers discussed
today using questioning techniques
- Review vocabulary terms and definitions relevant to today’s lesson
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Day 2 of 10
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Assessment
- Verbal responses to questions
- Assess student participation during activity by using the Help Desk
Rubric
Extension
- Students will create a “Word Find Puzzle” using the vocabulary terms
they have listed on their Vocabulary List
Accommodations for Learning Differences
- Accommodations Manual
- Guidelines and Procedures for Adapting Instructional Materials
- Sample Curriculum Customizations for Learning Differences
- Lesson Plan/Curriculum Modification Checklist
- Instructor Format for Curriculum Customization for Learning
Differences
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Create a Word Find Puzzle
Materials needed:
Computer, internet, printer, copy of the word find puzzle for each student
TEKS:
Varied, dependent on content
Approximate time:
10 to 15 minutes
Directions:
1. Create a list of terms and clues. These can be vocabulary terms or occupation
information such as tools, tasks, requirements, etc.
2. Use an online “word find” puzzle maker. There are many free programs available. Simply
search for “free word find puzzle maker.”
3. Follow the prompts of the program to enter the terms and clues.
4. Keep a completed puzzle for yourself as a key.
5. Monitor the students as they complete the word find to make certain they have identified
the correct terms from the clues.
6. *For difficult puzzles or modification, provide a word bank
7. *An alternative activity is to divide the class into small groups and have them create a
word find puzzle for another group. Exchange the puzzles and have each group
complete the puzzle they receive.
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Help Desk
Materials needed:
- Computer with Internet connection
- Paper
- Pencil
- Search online for a selection of videos about using computer Help Desk Support. (There
are funny examples as well as serious examples. These videos may serve as models
when students think about the role playing activity.)
- Check the “Troubleshooting” sections of computer training manuals or How-to books
related to computers and software
- Large sheets of paper
- Help Desk Rubric
TEKS:
§127.4.(c)(1)(A)
§127.4.(c)(2)(A)(B)(E)
Approximate time:
45 minutes
Directions:
1. Ask students if they have ever experienced computer problems. Have they (or their
parents) ever gone online (or called) to get help with a problem they were experiencing
with their computer, with online games, or with computer software? Explain that the
people they contacted online (or on the phone) are part of a group of computer
specialists who work at a “Help Desk.”
2. Explain to students that “Computer and Information Research Scientists,” “Software
Developers,” and “Computer User Support Specialists” all work with customers, whether
they are home computer users or large corporations, to assist them in accomplishing
their tasks or jobs. This type of Help Desk is set up to help customers with specific
hardware or software issues. People who work at a Help Desk are trained to know their
products very well and also to know how they can assist the customer who calls or
contacts them.
3. Let students know that they will practice their communication skills by playing the roles of
both the customer and the skilled Help Desk person.
4. Brainstorm questions that customers might ask, and record those questions on a large
sheet of chart paper. Then brainstorm ways that the computer specialist at the Help Desk
can answer these questions. Record possible answers on another large sheet of paper.
(Refer to “Troubleshooting” sections of computer manuals.)
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5. Ask a couple of students to volunteer to role-play a customer asking a good question and
a customer asking a poor question. Also, ask a student to role-play a “computer
specialist” responding to a customer asking for help. Demonstrate examples of both good
and poor responses.
6. Assign students as partners. They will take turns being either the customer who needs
help or the “computer specialist” who is assisting them.
7. The student who is pretending to be the customer will discuss an issue or problem that
he or she is having with a computer or a software program. The “computer specialist”
may use the computer training manuals or how-to books to assist the customer with
solving the problem.
8. Debrief by discussing the types of issues that are most common. Which types of
questions are most helpful in solving these issues?
9. Assess student participation and understanding of concepts by using the accompanying
Help Desk Rubric.
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Page 5
Help Desk Rubric
CATEGORY
Time-management
Working with Others
Focus on task
33-25
24-18
17-10
9-1
Uses time well
throughout the activity
to make sure things get
done on time
Usually uses time well
throughout the project,
but may have some offtask behaviors that
need to be redirected
Team members tend to
procrastinate, or become
off-task, but the team still
manages to complete the
activity
Team does not complete
the activity on time due to
procrastination or off-task
behavior
Almost always listens
to, shares with, and
supports the efforts of
others; tries to keep
people working well
together
Often listens to, shares,
with, and supports the
efforts of others; does
not cause "waves" in
the group
Sometimes listens to,
shares with, and supports
the efforts of others, but
also tends to need some
redirection at times
Rarely listens to, shares
with, and/or supports the
efforts of others; often is
not a good team player
Consistently stays
focused on the task
and what needs to be
done; very self-directed
Focuses on the task
and what needs to be
done most of the time;
little redirection needed
Focuses on the task and
what needs to be done
some of the time; often
needs to be redirected
Rarely focuses on the
task and what needs to
be done; allows others to
do the work.
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Page 6