OSIM 2503 - Computer Support and Project Management

Description
An advanced course covering a wide range of topics to prepare the student for an entry-level position in user support. Topics include: IT project management, technical writing, product evaluation, common support issues, training end users, preparing documentation, help desk operation, troubleshooting, and computer facilities management.

Pre-Requisite
Completion of CISQ 1103, NTWK 2014 with grade greater than or equal to C and either completion of OSIM 1103 with a grade greater than or equal to C or completion of or in the process of completing ENGL 1023 with a grade greater than or equal to C.

3 Credit Hour(s)

Contact Hours
45 lecture hours

3 Faculty Load Hour(s)

Semesters Offered
On Demand

ACTS Equivalent
N/A

Grade Mode
A-F

Learning Outcomes
Students completing this course will:

Identify troubleshooting strategies for resolving an identified end-user IT Problem.
Differentiate among various operating systems.
Identify basic components of an end-user IT system.
Summarize life cycle strategies for replacement, reuse, recycling IT technology and resources.
Summarize strategies to support or train end users.
Use a variety of practices for making end-user systems secure.
Describe the layers, protocols and components of the OSI model.
Differentiate among strategies for business continuity provisioning of IT resources.
Discuss data governance and its implications for users as well as IT professionals.
Use communication, negotiation, and collaboration skills as a member of a diverse team.
Describe the attitudes, knowledge and abilities associated with quality customer service.
Produce technical documentation responsive to a computing scenario.
Use documentation or knowledge base to resolve a technical challenge.
Discuss significant trends and emerging technologies and their impact on society.
Summarize the role of IT in supporting the mission and goals of an organization.
Summarize the tenets of ethics and professional behavior in IT.

General Education Outcomes Supported

Students can employ a variety of sources to locate, evaluate, and use Information.
Students can write clear, coherent, well-organized documents, substantially free of errors.
Students develop effective oral communication skills.
Students can use computers proficiently

Standard Practices
Topics list

IT job opportunities
Computer support overview
Customer Service Skills for User Support
Communication styles
Phone skills
Active listening
Strategies for handling difficult clients
Conflict resolution
Incident management strategies
Troubleshooting computer problems
Common support problems
Problem solving
Critical thinking
Decision making skills
Help desk operations
Ticketing systems
Computer support management
Product evaluation strategies and standards
Needs assessment
Technology training
Technical writing
User documents
Project management

Learning activities
Written assignments and projects including the development and presentation of end user training materials. This course requires additional work that may need to be completed out of class or in a virtual or on-campus lab.

Assessments

Written assignments
Lab assignments
Hands-On activities
Quizzes
Projects
Presentations
Exams

Grading guidelines

A = 90-100
B = 80-89
C = 70-79
D = 60-69
F = 59 & below