Introduction to Helpdesk Support.

Catalog description

This course is designed to introduce students to both technical and soft skills needed to work within an entry level IT Helpdesk position. Students will complete tasks which help them to prepare for a customer support role including but not limited to the following: explore potential solutions to a variety of software, hardware, and cloud-based issues; install and upgrade software; identify key elements of user accounts, password procedures and best practices, and Active Directory management; utilize windows services and diagnostic tools; remove viruses and navigate a helpdesk ticket program. Emphasis will be placed on active, hands-on learning and/or working within a virtual environment. Best practices for customer service skills will also be identified throughout the course. Prerequisites: FYE 101 , MAT 092 or MAT 096 , RDG 098 , or placement.