• Program: Information Technology/Computer Careers
  • Course: Help Desk/User Support
  • Course #: CCIS2065
  • Total Credits: 3

Course Description

This is a capstone course, designed to provide students the broad range of concepts and practices required of an entry-level technology professional. Students will be engaged in activities and projects designed to prepare and provide them with the knowledge, skills, and attitudes (KSA's) required to become technical service providers.

Course Evaluation

Refer to Course Syllabus for detailed information regarding the requirements and evaluation standards for this course. The Course Syllabus will be distributed the first week of the course.

Disability Services

Hennepin Technical College offers reasonable accommodations to qualified students with disabilities. If you have a documented disability that may require accommodations, contact the college’s Disability Services Director: Sara Laviolette at Brooklyn Park (763-488-2477) or Jean Kreutter at Eden Prairie (952-995-1544).

Course Goals

The following goals will be addressed in the course:
Describe support structures
Explain the evolution of processes and procedures
Develop a support philosophy
Investigate industry support trends
Plan and produce end-user documentation
Utilize office applications for decision-support analysis
Distinguish between call and caller management
Develop strategies to be a service provider
Evaluate end-user quality improvement processes
Prepare and improve upon training materials
Assess individual contributions to team goals
Judge individual and team performance

Credit Details
  • Lecture: 3
  • MnTC Goal: 0
Course Details
  • Prerequisites:  CCIS1000 or instructor approval
  • Campus: Brooklyn Park

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