| 1/15/2025 3:56:31 AM |
| Changed Course |
| CATALOG INFORMATION
|
| Discipline and Nbr:
CS 84.13 | Title:
SUPPORTING SOFTWARE APPS |
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| Full Title:
Supporting Users and Troubleshooting: Desktop Applications |
| Last Reviewed:9/14/2020 |
| Units | Course Hours per Week | | Nbr of Weeks | Course Hours Total |
| Maximum | 3.00 | Lecture Scheduled | 3.00 | 17.5 max. | Lecture Scheduled | 52.50 |
| Minimum | 3.00 | Lab Scheduled | 1.00 | 4 min. | Lab Scheduled | 17.50 |
| | Contact DHR | 0 | | Contact DHR | 0 |
| | Contact Total | 4.00 | | Contact Total | 70.00 |
| |
| | Non-contact DHR | 0 | | Non-contact DHR Total | 0 |
| | Total Out of Class Hours: 105.00 | Total 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 end users who run software applications in various Windows environments. Topics include introduction to desktop application support, resolving service calls, installing and configuring software applications, supporting email clients, web browsers, and administering security for desktop applications in stand-alone and network environments.
Prerequisites/Corequisites:
Recommended Preparation:
Limits on Enrollment:
Schedule of Classes Information
Description:
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This course introduces students to the knowledge necessary to support end users who run software applications in various Windows environments. Topics include introduction to desktop application support, resolving service calls, installing and configuring software applications, supporting email clients, web browsers, and administering security for desktop applications in stand-alone and network environments..
(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: | | |
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| CSU GE: | Transfer Area | | Effective: | Inactive: |
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| IGETC: | Transfer Area | | Effective: | Inactive: |
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| CSU Transfer: | Transferable | Effective: | Fall 2007 | Inactive: | |
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| UC Transfer: | | Effective: | | Inactive: | |
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| C-ID: |
Certificate/Major Applicable:
Certificate Applicable Course
COURSE CONTENT
Outcomes and Objectives:
At the conclusion of this course, the student should be able to:
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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 their solutions.
5. Create, configure, and troubleshoot Post Office Protocol 3 (POP3), Simple Mail Transfer Protocol (SMTP), and Internet Message Access Protocol (IMAP) e-mail accounts.
6. Install, configure, and troubleshoot software applications.
7. Troubleshoot and develop solutions for network security problems.
Topics and Scope
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A. Introduction to desktop application support
1. historical overview
2. technician's role in an organization
B. Approaches and processes for resolving a service call
1. types of common end user requests
2. questions that determine application status
3. identification of solution
C. Installing and configuring software applications
1. common software installation problems
2. troubleshooting software applications
D. Software categories
1. email clients
2. web browsers
3. software applications
E. Administrative process
1. security and security permissions
2. network security
3. identification of breach
4. protecting the computer
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. Analyze case studies
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% |
| Exams to include multiple choice, true/false, and completion | |
| Other: Includes any assessment tools that do not logically fit into the above categories. | Other Category
5 - 10% |
| Attendance and participation | |
Representative Textbooks and Materials:
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Supporting and Troubleshooting Application on a Microsoft Windows Vista Client for Enterprise Support Technicians with Lab Manual Microsoft Official Academic Course. Wiley : 2010
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