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Gerlinde Brady

 

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Computer User Support

CIS 103 - Technical Support as a Profession

Class Time: Mondays 05:30 - 07:35 pm in person room 829 AND 2 hours online TBA

Prerequisite: CIS 70 and CIS 72 or equivalent.

Please contact the instructor if you have any questions.

CIS 103 Spring 2016 - Schedule is Subject to Change

Please see Canvas for Details

Week Date Topic Hands On Labs
1
1/25
Chapter 1: Introduction to Computer User Support  
2
2/1
Chapter 2: Customer Service Skills for User Support Agents  
3
2/8

Chapter 4: Skills for Troubleshooting Computer Problems

Chapter 5: Common Support Problems

 
4
2/15
Holiday - Presidents Day - No in-person class  
5
2/22
Chapter 6: Help Desk Operation  
6
2/29
Help Desk Software  
7
3/7
Chapter 7: User Support Management  
8
3/14
Chapter 8: Product Evaluation Strategies and Support Standards  
9
3/21
Resume Workshop  
 
3/28
SPRING BREAK  
10
4/4
Chapter 3: Writing for End Users  
11
4/11
Chapter 9: End-User Needs Assessment Projects  
12
4/18
Project Management  
13
4/25

Style Guides

Chapter 11: Technology Training for Users

 
14
5/2

Chapter 10: Installing and Managing End-User Technology

Chapter 12: User Support Utility Kit; Technology Training Review

 
15
5/9
Portfolio Session Online
16
5/16
Finals Week Online Final

 

 

 

 

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