Course Catalog

Help Desk Specialist, TCC (HD41) Technical Certificate of Credit

Campus Locations: High School

The Help Desk Specialist Technical Certificate of Credit program teaches students how to maintain and troubleshoot computer hardware and software and be a support person to handle calls from customers.

Curriculum: Graduates will be equipped to provide technical Helpdesk support via telephone, remote sessions, online platforms, and in-person interactions. They will adeptly resolve issues promptly or escalate as needed according to established procedures. Strong organizational abilities enable them to work independently, while their exceptional customer service skills ensure effective problem resolution. Graduates will also possess advanced written, verbal, and online communication skills, essential for clear and efficient interaction with users.

Careers: Help Desk Specialist

Length of Program: 2 Terms

Admission Requirements:

General College Admissions and Placement
This program does NOT require a HS diploma or GED
Experienced Worker Certification Form

Curriculum Outline (25 hours)

Occupational Courses	25
CIST 1001Computer Concepts Weekly Contact Hours: Lecture - 2 Lab 2 - 4 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None Provides an overview of information systems, computers and technology. Topics include: Information Systems and Technology Terminology, Computer History, Data Representation, Data Storage Concepts, Fundamentals of Information Processing, Fundamentals of Information Security, Information Technology Ethics, Fundamentals of Hardware Operation, Fundamentals of Networking, Fundamentals of the Internet, Fundamentals of Software Design Concepts, Fundamentals of Software, (System and Application), System Development Methodology, Computer Number Systems conversion (Binary and Hexadecimal), Mobile computing.	4
CIST 1122Hardware Installation and Maintenance Weekly Contact Hours: Lecture - 2 Lab 2 - 2 Lab 3 - 3 Pre-requisite(s): Program Admission Co-requisite(s): None This course serves to provide students with the knowledge of the fundamentals of computer technology, networking, and security along with the skills required to identify hardware, peripheral, networking, and security components with an introduction to the fundamentals of installing and maintaining computers. Students will develop the skills to identify the basic functionality of the operating system, perform basic troubleshooting techniques, utilize proper safety procedures, and effectively interact with customers and peers. This course is designed to help prepare students for the CompTIA A+ certification examination.	4
CIST 2130Desktop Support Concepts Weekly Contact Hours: Lecture - 1 Lab 2 - 4 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course is designed to give an overview to Desktop Support Management.	3
COMP 1000Introduction to Computer Literacy Weekly Contact Hours: Lecture -1.667; Lab – 2.667 Pre-Requisites: None Co-Requisite: None This course introduces the fundamental concepts, terminology, and operations necessary to use computers. Emphasis is placed on basic functions and familiarity with computer use. Topics include introductions to computer and digital terminology and usage, operating systems, Internet and digital communication, word processing applications, spreadsheet applications, database applications, and presentation applications. Please note that this course may not transfer to a 4-year institution. Students should check with their transferring institution for transferability of courses. COMP 2000 may be taken in place of COMP 1000 if it is required by a transferring institution.	3
Introductory-Level Networking Class - Choose One of the Following (4 Hours)	4
CIST 1401Computer Networking Fundamentals Weekly Contact Hours: Lecture - 2 Lab 2 - 4 Lab 3 - 0 Pre-requisite(s): Program Admission Co-requisite(s): None Introduces networking technologies and prepares students to take the CompTIA's broad-based, vendor independent networking certification exam, Network +. This course covers a wide range of material about networking, including local area networks, wide area networks, protocols, topologies, transmission media, and security. Focuses on operating network management systems, and implementing the installation of networks. It reviews cabling, connection schemes, the fundamentals of the LAN and WAN technologies, TCP/IP configuration and troubleshooting, remote connectivity, and network maintenance and troubleshooting. Topics include: basic knowledge of networking technology, network media and topologies, network devices, network management, network tools and network security.	4
CIST 2441Network Home and Small Business Weekly Contact Hours: Lecture - 2 Lab 2 - 4 Lab 3 - 0 Pre-requisite(s): Program Admission Co-requisite(s): None This course teaches students the skills needed to obtain entry-level home network installer jobs. It also helps students develop some of the skills needed to become network technicians, computer technicians, cable installers, and help desk technicians. It provides a hands-on introduction to networking and the Internet using tools and hardware commonly found in home and small business environments. Instructors are encouraged to facilitate field trips and outside-the-classroom learning experiences. Labs include PC installation, Internet connectivity, wireless connectivity, and file and print sharing.	4
CIST 2451Cisco Network Fundamentals Weekly Contact Hours: Lecture - 2 Lab 2 - 4 Lab 3 - 0 Pre-requisite(s): Program Admission Co-requisite(s): None This course provides students with classroom and laboratory experience in current and emerging network technology. Topics include basics of communication, converged networks, OSI and TCP/IP network models, Application layer protocols, services, and applications, Transport layer protocols and services, Network layer addressing and routing concepts, IPv4 and IPv6, calculating IPv4 subnets, Data Link layer and the encapsulation process, Physical layer components and data encoding, Ethernet and network protocol analysis, network cabling, and basic network configuration.	4
XXXX xxxx Operating Systems Elective (3 Hours)	3
XXXX xxxx Occupational Elective (4 Hours)	4