V e rsion: 3/20/2019 2
Additional Course Information
Topical Outline: Each offering of this course must include the following topics (be sure to include information regarding lab,
practicum, and clinical or other non-lecture instruction).
This course focuses on key information and skills for user support professionals, including troubleshooting and problem
solving, successful communication with clients, determining a client's specific needs, and training end users.
Students will be given various projects/labs to simulate a help-desk environment including troubleshooting, upgrading
computers, installing and upgrading software, evaluating new software, preparing reports and documenting.
Students are required to keep a weekly log of their activities and to attend one professional activity during the semester.
Written Communication:
Communicate using E-Mail and Letters
• Develop Clear Writing Skills including
Sentences and paragraphs that make point clearly
Use correct punctuation
Use supporting and related information logically organized
• Use tables and figures to illustrate data as appropriate
• Prepare (business oriented) Reports and/or Proposals
• Present themselves as a job candidate
Research job opportunities
Prepare effective cover letter
Prepare resume
Attend Mock interview
• Write Professional Business Letters
• Prepare training for users (written instructions and presentation)
Technical Skills:
• Install Hardware and Software
• Maintain and document Computer Systems
• Networking
• Troubleshooting User Problem
Course Learning Outcomes:
Learning Outcomes – Upon successful completion of this course, students will:
Communicate well verbally and in writing
Work well in a team environment
Demonstrate rapport with users in problem-solving situations; analyze user problems and lead them through
solutions; maintain problem logs; and formulate problem-solving methodologies.
Methods of Assessment:
All outcomes will be assessed by one or more of the following:
Individual Assignments/Exercises
Tests
Oral presentation
Troubleshooting/Hands-on labs
Final Exam
