Department: Engineering & Technology
Discipline: Computer Technology
Subject Code: CIS
Course #: 227
Course Title: Technical Support
HARRISBURG AREA COMMUNITY 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:
Lecture hours:
Lab hours:
3.0
3.0
0.0
BL: [X]⅓[__]½ [__]⅔[___] Other (Indicate fraction or percent)
2. Catalog Description:
Provides skills needed to operate and manage in a 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.
3.
Prerequisites: CIS 115 or
CTEC 102 or
CNT 120 and
CIS 222 or
CIS 249 or
CIS 265
Corequisites:
Minimum Grade Required
C
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
Department: Engineering & Technology
Discipline: Computer Technology
Subject Code: CIS
Course #: 227
Course Title: Technical Support

5.
Create entries in call and asset management software
Planned Sequence of Learning Activities
[These must be designed to help students achieve the learning outcomes.]
I.
Introduction to End-User Computing
a. Historical Changes in Computer Use
b. End-User Classifications
c. Resources End Users Need
d. End-User Application Software
e. Problems in End-User Computing
II.
Introduction to Computer user Support
a. Increased Need for User Support Employees
b. How Organizations Organize the User Support Function
c. Informal Peer Support
d. User Support Services
e. Position Description for User Support Staff Members
III.
Customer Service skills for User Support
a. Communication skills and Customer service
b. Speak Effectively
c. Develop Call Management Strategy
d. Strategies for Difficult Calls
e. Comprehensive Customer Service
IV.
Troubleshooting Computer Problems
a. What is Troubleshooting?
b. Tools Troubleshooters Use
c. Developing a Personal Problem-Solving Philosophy
V.
Common Support Problems
a. Common End-User Problems
b. The Problem-Solving Process Applied to Typical End-User Problems
VI.
Help Desk Operation
a. What is a Help Desk?
b. The Incident Management Process
c. Help Desk Technology and Tools
d. Trends in Help Desk Operations
VII.
User Support Management
a. Managerial Concerns: Mission, Performance, Staffing and Training
b. Managing a User Support Project
c. User Support Certification
Department: Engineering & Technology
Discipline: Computer Technology
Subject Code: CIS
Course #: 227
Course Title: Technical Support
d. User Support as a Profession
VIII. Product Evaluation Products and Standards
a. How Product Standards Emerged
b. Methods for Evaluating and Selecting Computer Products
c. Computer Product Standards
IX.
User Needs Analysis and Assessment
a. Overview of Needs Analysis and Assessment
b. User Needs Analysis Steps and Tasks
c. Needs Analysis and Assessment Tools
X.
Installing End-User Computer Systems
a. System Installation Overview
b. Site Preparation
c. Site Management Notebook
d. Hardware Installation Tools
e. Common Hardware Installation Steps
f. Common Operating System and Network Installation Steps
g. Common Steps to Install Applications Software
h. Wrap-Up Tasks
XI.
Training Computer Users
a. What is Training?
b. The Training Process
c. Plan the Training
d. Prepare for the Training
e. Present the Training
f. Progress Toward Quality User Training
XII.
Writing For End Users
a. Types of User Documentation
b. How Technical Writing Differs from Other Writing
c. Documentation Planning
d. The Technical Writing Process
e. Technical Writing Strategies
f. Common Problems in Technical Writing
g. Technical Writing Tools
h. Documentation Evaluation Criteria
XIII. Computer Facilities Management
a. Introduction to Computer Facilities Management
b. Common Facilities Management Problems
c. Facilities Management Tools and Procedures
Department: Engineering & Technology
Discipline: Computer Technology
Subject Code: CIS
Course #: 227
Course Title: Technical Support
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.]
Assessment of student learning outcomes for the course, as required by AP 765, is part of
regular curriculum maintenance and/or improvement. The specific plan has been
determined by the pertinent faculty involved and is maintained in the College’s
assessment management system.
These Learning Outcomes are 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, BLaboratory, 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 Meck
Date:
9.
Approved by Department Chairperson:
Date:
10.
Approved by Academic Division Dean: Marjorie A. Mattis
Date: 10/5/09
This course meets all reimbursement requirements of Chapter 335, subchapters A /
B.
Department: Engineering & Technology
Discipline: Computer Technology
Subject Code: CIS
Course #: 227
Course Title: Technical Support
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. Young
Date: 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