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Printed on 2/22/2018

Help Desk Support Specialist

31-154-7 Technical Diploma (TD) 31 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 (28 Credits)

Course Title
Course Number
Credits
Prior Learning Credit
Eligibility Options
IT Concepts
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 Career Exploration
10-107-187
1
Acquaints students with career options and related job skills, salaries and employment trends in the information technology field. Familiarizes them with the IT program degrees offered at Fox Valley Technical College.
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.
Desktop Repair and Maintenance
10-154-106
2
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. Advanced PC operating system concepts are also covered.
Coreq: Desktop Management (10154107) OR Instructor approval
Desktop Management
10-154-107
2
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.
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.
IT Professional Skills
10-107-110
2
Examines and identifies job-seeking, job-keeping and interviewing techniques, strategies for identifying and meeting external and internal customer needs as well as good listening skills and techniques for dealing with difficult customers. Also covers time management, team dynamics, continual improvement processes and global business practices.
Prereq: Systems Analysis (10107158) or JavaScript (10152117) or C# Intermediate (10152116) or Adv Desktop Management (10154105) or Desktop Repair & Maint (10154106) or Network Service & Support (10150124) or PC Repair & Maint (10150113) or PHP (10152121)
Windows Server
10-150-156
3
Covers Microsoft Windows Server 2012 R2 administration including server hardware and software, Active Directory, file resources, printers, disk resources, Web resources, DNS and DHCP. Monitoring and troubleshooting server resources are also examined. Extensive hands-on activities are included.
Prereq: Desktop Management (10154107), Active in A+ Certification OR Instructor approval
Emerging Technologies and Trends
10-154-101
3
Explores the acquisition and support roles of PC peripheral technologies. Learn to use different learning methodologies to develop and present a Portfolio of Assessment. Through lectures, demonstrations and hands-on applications, students examine file formats, digital imaging (cameras, scanners and video), printer technologies, PDAs, storage devices, sound technologies and displays.
Advanced Desktop Management
10-154-105
2
Provides students with the background needed to build the knowledge and skills to support end-users and computers running the Microsoft suite of productivity applications. The course is directed at the skills needed to work in a variety of environments, including corporate environments as well as support for home users via phone support, remote support and retail counter support.
Prereq: Desktop Management (10154107); Active in A+ Certification OR Instructor Approval
IT Service Desk Practicum
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)

Occupational Supportive (3 Credits)

Course Title
Course Number
Credits
Prior Learning Credit
Eligibility Options
Written Communication
10-801-195
3
Teaches the writing process which includes prewriting, drafting and revising. Through writing assignments, students analyze audience and purpose, research and organize ideas, and format and design documents based on subject matter and content. Class sessions and assignments involve giving oral presentations and using computers.
Prereq: ACCPL Reading >= 54 & Sentence >= 83 OR ACT (Read/Engl) >= 18 OR Program Prep OR Not pursuing a degree.

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