Computer Help Desk Technology, A.S. Degree

Program Design

The Computer Help Desk Technology A.S. Degree program is for students seeking to work in the computer field as customer support specialists. The program will assist students in acquiring the background and skills to enable them to solve end-user computer problems, to make accurate determinations of the level of support required by the user, to upgrade and install hardware and software, to communicate appropriately with end-users, and to use critical thinking skills to solve problems.

Classroom discussion is supplemented with hands-on computer laboratory experience for skill development in applications programs, operating systems, hardware troubleshooting and repair, basic network strategies, and help desk technology. Students will be exposed to professional help desk work stations and software. They will be given practical work experience in a real customer support work environment.

In addition to acquired skills, experience and knowledge in all aspects of Computer Help Desk Technology, the student will gain a comprehensive background in written and oral communications and general education.

Curriculum

Students may enroll in this program full or part-time. Courses are offered during daytime or evening hours. Students should consult with a computer science/technology faculty advisor to plan their program and schedule of classes, and to discuss required course prerequisites. 

Learning Outcomes

Upon successful completion of all program requirements, graduates will be able to:

1. Differentiate and understand the role and function of various current and emerging technologies, including, but not limited to, computer hardware, networking, programming, database, and Internet technologies.
2. Demonstrate proficiency in the use of computer applications including word processing, spreadsheets, presentation software, and database management software.
3. Demonstrate an understanding of the assessment techniques used to determine the source of computer problems.
4. Recognize and describe the various aspects of computer operating systems and applications programs installation and configuration.
5. Differentiate and apply the basic technologies used in Local and Wide Area Networks.
6. Demonstrate competency in installing, repairing, servicing, troubleshooting and upgrading computers and peripheral equipment from the PC technician's point of view.
7. Demonstrate proficiency in installation, maintenance, upgrade and troubleshooting of computer operating systems from the PC technician's point of view.
8. Illustrate problem solving techniques involving simulated end-user computer problems and situations.
9. Employ a solid understanding of important customer service techniques.
10. Demonstrate competence in working with a call center system and professional help desk software.

In addition, the graduate will complete the comprehensive learning outcomes identified with the General Education Component.

Source: 2008-2009 Course Catalog