SRJC Course Outlines

12/2/2021 11:09:45 PMCS 84.13 Course Outline as of Fall 2014

Changed Course
CATALOG INFORMATION

Discipline and Nbr:  CS 84.13Title:  IT SUPPORT  
Full Title:  IT Support
Last Reviewed:9/14/2020

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum3.00Lecture Scheduled3.0017.5 max.Lecture Scheduled52.50
Minimum3.00Lab Scheduled1.006 min.Lab Scheduled17.50
 Contact DHR0 Contact DHR0
 Contact Total4.00 Contact Total70.00
 
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  105.00Total Student Learning Hours: 175.00 

Title 5 Category:  AA Degree Applicable
Grading:  Grade or P/NP
Repeatability:  00 - Two Repeats if Grade was D, F, NC, or NP
Also Listed As: 
Formerly:  CIS 66.54

Catalog Description:
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This course introduces students to the knowledge necessary to support information technology (IT) solutions and users of such systems. Topics include introduction to IT support, resolving service calls, installing and configuring computer hardware, software applications, networks, security, client-server and mobile computing, web applications, multimedia resources, communications systems, and the planning and management of the technology lifecycle.

Prerequisites/Corequisites:


Recommended Preparation:

Limits on Enrollment:

Schedule of Classes Information
Description: Untitled document
This course introduces students to the knowledge necessary to support information technology (IT) solutions and users of such systems. Topics include introduction to IT support, resolving service calls, installing and configuring computer hardware, software applications, networks, security, client-server and mobile computing, web applications, multimedia resources, communications systems, and the planning and management of the technology lifecycle.
(Grade or P/NP)

Prerequisites:
Recommended:
Limits on Enrollment:
Transfer Credit:CSU;
Repeatability:00 - Two Repeats if Grade was D, F, NC, or NP

ARTICULATION, MAJOR, and CERTIFICATION INFORMATION

Associate Degree:Effective:Inactive:
 Area:
 
CSU GE:Transfer Area Effective:Inactive:
 
IGETC:Transfer Area Effective:Inactive:
 
CSU Transfer:TransferableEffective:Fall 2007Inactive:
 
UC Transfer:Effective:Inactive:
 
C-ID:

Certificate/Major Applicable: Certificate Applicable Course



COURSE CONTENT

Student Learning Outcomes:
Upon completion of the course, students will be able to:
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1.  Troubleshoot, solve, and document common end user and network security problems.
2.  Install, configure, and troubleshoot a variety of software and hardware computer systems.
 

Objectives: Untitled document
Upon completion of this course, students will be able to:
1.   Compare and contrast differences among the various types of software support environments.
2.   Interpret the desktop support technician's role in an organization's tier structure.
3.   Troubleshoot and formulate solutions for common end user problems.
4.   Compose documentation of problems and solutions of software and hardware for computer systems.
5.   Configure and troubleshoot network and cloud based services.
6.   Install and configure computer common hardware and software applications.
7.   Troubleshoot and develop solutions for network security problems.
8.   Demonstrate IT professionalism and excellent customer service skills.

Topics and Scope
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1. Introduction to desktop application support
    a. Historical overview
    b. Technician's role in an organization
2. Approaches and processes for resolving a service call
    a. Types of common end user requests
    b. Customer service
    c. Troubleshooting and the identification of solution
3. Installing and configuring software applications
    a. Common software installation problems
    b. Troubleshooting software applications
4. Installing and configuring computer hardware and mobile devices
    a. Common installation problems
    b. Troubleshooting hardware
5. Supporting software
    a. Cloud services
    b. Web browsers
    c. Apps and Mobile Devices
    d. Desktop software applications
6. Networks and Security
    a. Protecting the organization
    b. Network security and security permissions
    c. Computer virus and malware support
7. Project planning and management
    a. Fundamentals of project management
    b. Implementation of an IT System
    c. Soft Skills in IT
    d. Ethics in IT

Assignments:
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Assignments will include:
1. Weekly reading assignments of 5-20 pages
2. Weekly written assignments approximately five pages in length
3. Lab related skill demonstrations (support, setup and troubleshoot software applications)
4. Oral presentations
5. 3-5 objective exams
6. Case study analysis
7. Role-play and simulation activities

Methods of Evaluation/Basis of Grade.
Writing: Assessment tools that demonstrate writing skill and/or require students to select, organize and explain ideas in writing.Writing
15 - 25%
Written assignments and analysis of case studies
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.Problem Solving
10 - 20%
Oral presentations regarding troubleshooting
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.Skill Demonstrations
25 - 40%
Lab-related activities
Exams: All forms of formal testing, other than skill performance exams.Exams
30 - 40%
3-5 objective exams
Other: Includes any assessment tools that do not logically fit into the above categories.Other Category
5 - 10%
Role play and stimulation activities


Representative Textbooks and Materials:
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A Guide to Computer User Support for Help Desk and Support Specialists (5th). Beisse, Fred. Cengage Learning: 2012

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