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Printed on 5/21/2018

Help Desk Support Specialist

31-154-7 Technical Diploma (TD) 26 Credits Financial Aid Eligible Location*: Appleton

*Some general education courses 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.

Occupational Specific (23 Credits)

Course Title
Course Number
Credits
Prior Learning Credit
Eligibility Options
Microcomputer Applications
10-107-150
2
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
2
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
3
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
3
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
1
This course prepares students for the unexpected ways in which college differs from other levels of schooling, and sharpens skills that are easily transferable to work, home and career. Students learn proven tools, tips and techniques that make the goal of college completion easier, more fun, and more personally rewarding. The best time to take this is 1st semester.
Enterprise Client
10-154-110
3
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
Information Assurance
10-150-161
2
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
2
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
2
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
2
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)
IT Student Help Desk
10-154-112
1
Provides hands-on and customer service experiences for IT students to practice help desk related concepts. Experiences include customer service skills, contact management, troubleshooting and device servicing, as well as, consulting with customers regarding upgrades or purchases.

Occupational Supportive (3 Credits)

Course Title
Course Number
Credits
Prior Learning Credit
Eligibility Options
Oral/Interpersonal Comm
10-801-196
3
Focuses on developing various communication skills including speaking and listening. Students practice intrapersonal/interpersonal and nonverbal communication skills through oral presentations, group activities and written projects.
Prereq: ACCPL Reading >= 54 & Sentence >= 83 OR ACT (Read/Engl) >= 18 OR Program Prep OR Not pursuing a degree.

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