NET 776 - Help Desk III
Course Department: Business
Last Date of Approval: Fall 2022
1 Credits
Total Lecture Hours: 0
Total Lab Hours: 30
Total Clinical Hours: 0
Total Work-Based Experience Hours: 0
Course Description:
This course uniquely prepares the student to keep the customer productive by focusing on the business needs of the customer, establishing credibility and trust, by using real world scenarios. This is the 3rd course in a series of 4 in the 2-year program. Emphasis is given to problem solving and troubleshooting, team dynamics, and interpersonal communication skills in a college campus. This course exposes the student to common industry tools and technologies used in providing exceptional customer support. This course will help students refine their critical thinking skills as they evaluate various technology topics and concepts while searching for underlying connections between the technology and how to apply those concepts in a lab setting, which is a skill that should be beneficial in any/all types of technology careers. This course will also help students gain hands-on technology literacy which will be of vital significance when making important work-related decisions.
Prerequisites: NET 774 - Help Desk I , NET 775 - Help Desk II
Mode(s) of Instruction: traditional/face-to-face, virtual
Credit for Prior Learning: This course offers an opportunity for students to earn Credit for Prior Learning for skills that they have brought with them to Iowa Central. For more information, please ask the instructor and see the Iowa Central Community College catalog.
Course Fees: None
Common Course Assessment(s): None
Student Learning Outcomes and Objectives:
Student Learning Outcomes:
a. Analyze and resolve technical problems
b. Differentiate types of technical platforms
c. Demonstrate hands-on experience
d. Participate as a team member
Objectives:
a. Know and understand the importance of professional ethics and legal responsibilities
b. Demonstrate workplace expectations (e.g. dress, promptness, attendance, interpersonal skills, and completion of assigned tasks)
c. Discuss and understand organization structures and its role in IT
d. Demonstrate the ability to communicate technical issues in a non-technical manner
e. Demonstrate the ability to work as a team member
f. Determine technical needs of an audience and communicate those needs.
g. Understand how to use a search engine to research and troubleshoot problems.
h. Troubleshoot and diagnose laptop and desktop related issues from simple virus removals to upgrading hardware or software components.
i. Answer the Help Desk line to help Faculty and Staff members with computer related problems over the phone in a professional manner.
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