MONROE TECHNOLOGY CENTER and NVCC DUAL ENROLLED COMPUTER SYSTEMS TECHNOLOGY SYLLABUS
ITE 180-HELP DESK SUPPORT SKILLS (3CR.)
Fall 2013
INSTRUCTOR:
OFFICE LOCATION:
PHONE:
E-MAIL:
OFFICE HOURS:
TEXTBOOKS:
Mrs. Lorna Gardner
Monroe Technology Center, Room C219
715 Children’s Center Road, SW
Leesburg, VA 20175
571-252-2080 x83808
Lorna.gardner@lcps.org
8:30am-3:30pm Monday-Friday
Fred Beisse, A Guide to Computer User Support for Help Desk and Support
Specialists, 5th Edition. Course Technology, Cengage Learning, 2013, ISBN 13:
9781133187820
DUAL ENROLLMENT: Students that successfully complete this course obtain three high school credits and three college credits. The transferability of this course ITE 182 to a four-year university is at the discretion of the university.
DROP DATE: October 17, 2013
WITHDRAWAL DATE: December 13, 2013
NVCC RESOURCES: Each student can obtain a NOVACARD ID. You have access to use the library, open
PC labs and have college email and access to SIS.
COURSE DESCRIPTION: Emphasizes instruction in customer support techniques required for analyzing and coordinating software and hardware solutions for end-user needs. This course includes evaluation and communication techniques required to provide help desk support necessary to transfer knowledge and enable implementation of a solution.
ADMISSIONS / PREREQUISITES: Must be a junior or senior in high school. Complete and submit an application to the placement coordinator; contact Monroe Technology Center for the application or your high school counselor. Candidate must successfully pass the Compass English Placement Test.
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OBJECTIVES: Upon completion of this course, the student will be able to identify and use:
 Demonstrate the ability to effectively listen and ask critical questions to identify customer's issues and concerns
 Demonstrate the ability to resolve customer's issues in a timely and appropriate manner.
 Demonstrate key skills for developing quality service and products to clients and customers.
 Demonstrate the ability to identify and use a wide range of resources to solve technical problems
 Demonstrate the ability to identify and use appropriate communication techniques

Correctly isolate and identify technical problems.

Demonstrate writing skills for end-user needs

Create product evaluation strategies and standards

Identify common help desk support problems
GRADING: NO LATE WORK IS ACCEPTED. Please note two grading scales:
Loudoun County Public Schools
Grade Scale 2012-2013
Letter Grade Numeric Range
Quality Point
Awarded (Before
Weighting)
A+
A
A-
B+
98-100
93-97
90-92
87-89
4.30
4.00
3.70
3.30
Northern Virginia Community College
B 83-86 3.00
Grade Scale 2012-2013
B-
C+
80-82
77-79
2.70
2.30
Letter
Grade
Numeric
Range
C 73-76 2.00
A 90-100
C- 70-72 1.70
B 80-89
D+ 67-69 1.30
C 70-79
D 63-66 1.00
D 60-69
D- 60-62 0.70
F 0-59
F 0-59 0.00
NVCC does not use the +/- for grading
COURSE REQUIREMENTS: In order to pass this course, you must:
1.
Turn in all your assignments on time, no late work will be accepted
2.
Complete hands on labs/projects (12) valued at 10pts each
3.
Pass the end of chapter tests (12) valued at 30pts each
4.
Develop and present required project presentations (1) 20 pts
5.
Pass midterm and final exam (2) valued at 50 pts each
CLASS SCHEDULE: Class meets on an A or B day block schedule from 9:15am to 3:10pm with lunch daily from 12:35am-1:05pm. Students are not allowed to leave the premises of Monroe Technology Center until dismissed at 3:10pm daily.
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ATTENDANCE POLICY: Attendance is mandatory with no more than 3 days missed per semester with an excused absence.
ITE 180_COMPUTER USER SUPPORT_SEPT. 14-DEC. 21, 2012
WEEKLY ASSIGNMENTS OUTLINED BELOW:
Weekly Assignment Sheets with due dates are posted in the global folder on MTC’s network.
Content may include chapter readings and completion of study guides, lab assignments, homework, quizzes and tests. All work is due by 3pm on Friday of each week. See Weekly Assignment sheets for details.
This chart below may change; follow weekly assignment sheets, posted on global and Blackboard.
Week
Ending
Topics
Chapter
Readings
9/14
9/21
9/28
10/5
Introduction to Computer User Support
Customer Service Skills for User Support Agents
Writing for End Users
Skills for Troubleshooting Computer Problems
10/12 Common Support Problems
10/19 Help Desk Operation
10/26
Review
CHAPTERS 1-6
11/2
11/9
User Support Management
Product Evaluation Strategies and Support Standards
11/16 End-User Needs Assessment Projects
11/30 Installing and Managing End-User Computers
12/7 Training Computer Users
12/14 A User Support Utility Tool Kit
12/21 Review
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Chapter 6
Mid-term
Exam
Chapter 7
Chapter 8
Chapter 9
Chapter 10
Chapter 11
Chapter 12
Final Exam
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