ITSC 2339
Personal Computer Help Desk

Western Texas College

  1. Basic Course Information
    1. Diagnosis and solution of user hardware and software related problems with on-the-job and/or simulated projects.
    2.  Any required prerequisites: None.
  2. Student Learning Outcomes
    1. Demonstrate rapport with users in problem-solving situations; analyze user problems and lead them through solutions; maintain problem logs; and formulate problem-solving methodologies.
  3. Major Course Requirements
    1. Proctored final exam.
    2. Video project
  4. Information on Books and Other Course Materials
    1. Book: Computer User Support for Help Desk and Support Specialists, 6thEd., Fred Beise; ISBN-10: 1-285-85268-0
  5. Other Policies, Procedures and Important Dates
    1. Course Catalog
  6. Course Organization and Schedule
    1. Weekly Course Schedule

Week Number

Section/Online Work

Week 1

Syllabus and Moodle

Week 2

Chapter 1: Introduction to Computer User Support

Week 3

Chapter 2: Customer Service Skills for User Support Agents
Exam: Chapter 1

Week 4

Chapter 3: Writing for End Users
Exam: Chapter 2

Week 5

Chapter 4: Skills for Troubleshooting Computer Problems
Exam: Chapter 3

Week 6

Chapter 5: Common Support Problems
Exam: Chapter  4

Week 7

Chapter 6: Help Desk Operation
Exam: Chapter 5

Week 8

Chapter 7: User Support Management
Exam: Chapter 6

Week 9

Chapter 8: Product Evaluation Strategies and Support Standards
Exam: Chapter 7

Week 10

Chapter 9:End-User Needs Assessment Projects
Exam: Chapter 8

Week 11

Chapter 10: Installing and Managing End-User Technology
Exam: Chapter 9

Week 12

Chapter 11: Technology Training for Users
Exam: Chapter 10

Week 13

Chapter 12: A User Support Utility Tool Kit.
Exam: Chapter 11

Week 14

Project Due

Week 15

Dead week – Review week

Week 16

Final Exam

Disclaimer:  Schedule and content is subject to change at the instructor’s discretion.



Weekly Assignments



Video Project

20% by instructor




Final Exam









Last Modified: August 24, 2016