Printed on 4/17/2021

Help Desk Support Specialist

31-154-7 Technical Diploma (TD) Part Time and Full Time 26 Credits Financial Aid Eligible Time of Day: Day Location*: Appleton

*If general education courses are required, they may be available at multiple locations.

Do you enjoy helping others with their computers? This diploma could be the perfect fit for you. You’ll learn how to install, support and troubleshoot personal computer hardware, software and peripherals, and will develop the skills you need to interact with a variety of computer users. You’ll become familiar with network cabling systems, information security and server administration. The hands-on training will help you gain skills with Intel-based system configuration and improvement, component care and troubleshooting. This program will give you a solid technical background to be an effective help desk support specialist.

COURSE LIST

Course list for reference only. Current students please refer to your individualized program plan or see your advisor.
**Outside effort hours are an estimate based on state standards, and may vary from person to person.

    Occupational Specific (23 Credits)

    Course Title
    Course Number
    Credits
    Instructional Hours
    Outside Effort Hours**
    Prior Learning Credit Eligibility
  • Microcomputer Applications
    10-107-150
    2Credit
    54
    54
    N/A

    • Instructional Hours: 54
    • Outside Effort Hours: 54
    • Course Number: 10107150
    • Credits: 2.00

    Designed for students with little or no hands-on computer experience. Presents the basic functions of the Windows operating system and how to use the word processing, spreadsheet and presentation functions of Microsoft Office software. Students will integrate various functions of several Microsoft packages.

  • Computing Essentials
    10-107-184
    2Credit
    54
    54

    • Instructional Hours: 54
    • Outside Effort Hours: 54
    • Course Number: 10107184
    • Credits: 2.00

    Provides students with a foundation in information technology and the use of information systems in today’s business environment. Students explore fundamental computer concepts and terminology of the World Wide Web, e-mail, emerging technologies, hardware and software components and devices, programming languages, network basics, operating systems, and ethics.

  • IT Service Desk Concepts
    10-154-109
    3Credit
    72
    90

    • Instructional Hours: 72
    • Outside Effort Hours: 90
    • Course Number: 10154109
    • Credits: 3.00

    Introduces how people, processes, technology, and information affect an IT Service Desk. Students are introduced to industry standard ITIL terminology and practices and develop skills working with customers in a Service Desk setting. Explains basic concepts and implementation of a training plan and how to train end-users.

  • Device Repair and Maintenance
    10-154-111
    3Credit
    72
    90

    • Instructional Hours: 72
    • Outside Effort Hours: 90
    • Course Number: 10154111
    • Credits: 3.00

    Covers configuring, maintaining, upgrading and repairing Intel-based computers and exploring functions and interrelations between components. The course examines system configuration, component care, system improvement, troubleshooting and failure identification.

  • College Success: On Course
    10-890-100
    1Credit
    18
    36

    • Instructional Hours: 18
    • Outside Effort Hours: 36
    • Course Number: 10890100
    • Credits: 1.00

    On Course helps you learn a number of proven strategies for creating greater academic, professional and personal success. You will discover how to create a rich, fulfilling life by developing new beliefs and behaviors. College Success: On Course empowers you to make wise choices in your academic and personal life which leads to improved experiences and outcomes.

  • Enterprise Client
    10-154-110
    3Credit
    72
    90

    • Instructional Hours: 72
    • Outside Effort Hours: 90
    • Course Number: 10154110
    • Credits: 3.00

    Introduces students to the skills needed to support client PC Operating Systems. Through significant hands-on activities, learn how to configure, secure, utilize and troubleshoot client operating systems.

    Coreq: College Success: On Course 10890100 or IT Career Exploration 10107187
  • Linux Essentials - Just Enough Linux
    10-150-155
    1Credit
    18
    36
    N/A

    • Instructional Hours: 18
    • Outside Effort Hours: 36
    • Course Number: 10150155
    • Credits: 1.00

    Covers Basic Linux topics including operating system basics, file management, graphic user interfaces and the command line interface.

  • Information Assurance
    10-150-161
    2Credit
    54
    54

    • Instructional Hours: 54
    • Outside Effort Hours: 54
    • Course Number: 10150161
    • Credits: 2.00

    Examines the basics of information security, including access control and organizational security policies. This course will include the process of securing user workstations, laptops and mobile devices.

  • Network Essentials
    10-150-162
    2Credit
    54
    54

    • Instructional Hours: 54
    • Outside Effort Hours: 54
    • Course Number: 10150162
    • Credits: 2.00

    Provides an introduction to networking theory and technologies, including the basics of communication, common protocols, the OSI model, network topologies, local network media, network devices, network security and networking tools. Includes more in-depth study of the components of TCP/IP, Ethernet, and wireless networks. Involves considerable time developing troubleshooting skills.

  • IT Customer Service Skills
    10-154-102
    2Credit
    36
    72

    • Instructional Hours: 36
    • Outside Effort Hours: 72
    • Course Number: 10154102
    • Credits: 2.00

    Covers the interpersonal, communication and problem-solving skills required in technical support positions. Exercises provide interaction with other learners in a team. Students explore the information and technical tools needed to function effectively in a support position. Students will be expected to schedule an additional hour each week in the on-campus Student Help Desk, developing skills working with customers in a help desk setting.

  • IT Service Desk Capstone
    10-154-108
    2Credit
    54
    54
    N/A

    • Instructional Hours: 54
    • Outside Effort Hours: 54
    • Course Number: 10154108
    • Credits: 2.00

    Demonstrate the knowledge and skills necessary to work in an IT Service Desk, including managing information technology hardware, software, creating business solutions, supporting computer networks, providing end user support and solving information technology problems all while demonstrating a high level of professionalism.

    Prereq: IT Service Desk Concepts (10154109)

    Occupational Supportive (3 Credits)

    Course Title
    Course Number
    Credits
    Instructional Hours
    Outside Effort Hours**
    Prior Learning Credit Eligibility
  • Oral/Interpersonal Comm
    10-801-196
    3Credit
    54
    108

    • Instructional Hours: 54
    • Outside Effort Hours: 108
    • Course Number: 10801196
    • Credits: 3.00

    Focuses on developing effective listening techniques and verbal and nonverbal communication skills through oral presentation, group activity, and other projects. The study of self, conflict, and cultural contexts will be explored, as well as their impact on communication.

    Prereq: HS GPA 2.75+ OR ACPL Read 54+/Sent 83+, Next Gen Read 250+/Sent 237+, ACT Read 18+/Engl 15+ OR Read Prep 10838105/Sent Prep 74851745 OR not pursuing a degree
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Expected Competencies


For more information visit our Credit For Prior Learning page.
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