NET 201: Help Desk / Soft Skills
Course Description
Introduces and provides practice in the business, team, communication, and self-management skills needed to provide excellent technical support for computer users. Recommended preparation: CIS 101 or equivalent experience.
Course Outline
- Introduction to End-User Computing
- Introduction to Computer User Support
- Customer Service Skills for User Support Agents
- Troubleshooting Computer Problems
- Common Support Problems
- Help Desk Operation
- User Support Management
- Product Evaluation Strategies and Support Standards
- User Needs Analysis and Assessment
- Installing End-User Computer Systems
- Training Computer Users
- Writing for End Users
- Computer Facilities Management
Required Materials
- A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition by Fred Beisse – Course Technology – ISBN-10: 0619215100 ISBN-13: 9780619215101
- Internet access and a Harper Blackboard account.
Faculty Contact
For questions about this course contact the department coordinator:
Dave Braunschweig
dbraunsc@harpercollege.edu
847.925.6817