CNT 136 - Computer User Support

Credits: 3
Lecture Contact Hours: 3
Description: This course is designed to prepare students for the dynamic and challenging environment of help desk and end user support. With a focus on communication and organizational skills, students are presented with best practices and procedures necessary for providing quality support for technology end users. Students will use help desk management software and be challenged with real-life scenarios encountered in business environments.

Prerequisites: CNT 130 or CNT 133.
Corequisites: None.
Recommended: None.

Course Category: Occupational
This Course is Typically Offered: Winter Only
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Course Competencies

Summarize the needs of technology end users and the technology support function.
Develop skills for effectively communicating with technology end users.
Prepare technical support documents.
Explore troubleshooting processes and resources.
Summarize common categories of end-user problems.
Handle support requests using appropriate operational procedures.
Assess end user technology needs.
Explore computer user training processes and methods.
Operate help desk management software and related support tools.