IT Help Desk

This course will prepare students with the basic skills needed to develop competency as a help desk user support technician. You will learn about communication with customers, identifying common issues, and creating trainings and documents to assist end users.

Learning Objectives

• Identify skills and competencies necessary for an entry-level employee in the position of computer support technician.
• Identify communication strategies for good customer service.
• Develop a troubleshooting script and technical support documentation.
• Create a resource package of apps that can be used to solve computer problems.
• Summarize some of the pros and cons of the leading software tools available for Help Desk Support.
• Be able to plan a training session for end users.
• Create a technical user document.

Course Content

• Technology Uses
• Communication and Interpersonal Skills
• Troubleshooting Issues
• Common Support Problems & Diagnostic Tools
• Help Desk Operations & Security Concerns
• Training the End User
• Technical Documentation

Prior Learning

This noncredit course is beginner-friendly, with no prior expertise required. However, to ensure success, students should:

• Be comfortable reading and understanding English, as all materials are provided in English.
• Have basic computer skills, including navigating the internet, downloading/uploading files, installing software, and using applications like Microsoft Word.

These foundational skills will help you engage fully with our primarily online courses.