SRJC Course Outlines

7/31/2021 1:26:46 AMCS 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

Approval and Dates
Version:04Course Created/Approved: 3/19/2007
Version Created:10/7/2013Course Last Modified:6/5/2021
Submitter:Scott RosenCourse Last Full Review:9/14/2020
Version Status:Approved Changed CoursePrereq Created/Approved:9/14/2020
Version Status Date:1/27/2014Semester Last Taught:Spring 2021
Version Term Effective:Fall 2014Term Inactive:Fall 2021


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

OTHER REQUIRED ELEMENTS

Student Preparation
 Matric Assessment Required:XExempt From Assessment
 Prerequisites-generate description:NPNo Prerequisite
 Advisories-generate description:NANo Advisory
 Prereq-provisional:NNO
 Prereq/coreq-registration check:NNo Prerequisite Rules Exist
 Requires instructor signature:NInstructor's Signature Not Required
   
BASIC INFORMATION, HOURS/UNITS & REPEATABILITY
 Method of instruction:02Lecture
 04Laboratory
 71Internet-Based, Simultaneous Interaction
 72Internet-Based, Delayed Interaction
 Area department:CSComputer Studies
 Division:72Arts & Humanities
 Special topic course:NNot a Special Topic Course
 Program Status:1Certificate Applicable Course
 Repeatability:00Two Repeats if Grade was D, F, NC, or NP
 Repeat group id:  
   
SCHEDULING
 Audit allowed:YAuditable
 Open entry/exit:NNot Open Entry/Open Exit
 Credit by Exam:NCredit by examination not allowed
 Budget code: Program:0000Unrestricted
 Budget code: Activity:0701Computer & Information Science
   
OTHER CODES
Disciplines:Computer Information Systems
 Basic Skills:NNot a Basic Skills Course
 Level below transfer:YNot Applicable
 CVU/CVC status:YDistance Ed, Not CVU/CVC Developed
 Distance Ed Approved:YExclusively online or other technology based instruction
 Emergency Distance Ed Approved:N
 Non-credit category:YNot Applicable, Credit Course
 Classification:YCareer-Technical Education
 SAM classification:CClearly Occupational
 TOP code:0708.20Computer Support
 Work-based learning:NDoes Not Include Work-Based Learning
 DSPS course:NNO
 In-service:NNot an in-Service Course
 Lab Tier:21Credit Lab - Tier 1

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