TEC701 - Technical Support for Network Administrators

Outline info
Semester
School
Last revision date 2017-05-29 00:32:41.708
Last review date 2017-07-17 00:15:41.753


Subject Title
Technical Support for Network Administrators

Subject Description
Using the technical knowledge that students have gained in previous semesters, students will enhance their ability to function as a network administrator and technician. This subject will show students how important interpersonal skills are in Help Desk effectiveness and will give them a chance to gain or enhance skills involved in communicating, getting and giving good information; handling challenging behaviour and telephone interactions. Students will become more effective problem solvers by learning strategies for identifying and addressing problem causes and by investigating Help Desk tools. This course makes extensive use of role playing in the weekly tutorials and will involve research of Help Desk products. A major project will be part of this course.

Credit Status
1 credit in the CNS/CTY Program.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Assess situations and while addressing the customer's psychological state, resolve their technical problems

2. Demonstrate the ability to work with team members

3. Demonstrate an ability to handle challenging behaviours

4. Troubleshoot and resolve computer problems using effective problem solving skills

5. Demonstrate knowledge and an understanding of available Help Desk tools

6. Differentiate the different roles they play on the Help Desk

7. Design a Help Desk structure including interactions with other areas

8. Demonstrate effective communication skills

9. Demonstrate good questioning techniques

10. Demonstrate good telephone skills

11. Recognize the importance to be proactive in finding the source of problems

12. Explain the most effective ways to manage stress

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on http://library.senecacollege.ca for further information regarding cheating and plagiarism policies and procedures.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Prerequisite(s)
INT213 and DAT702  

Topic Outline

Introduction to End- user computing
10%
-Historical changes in computer use
-End-user- skill level, resources needed, application used, problems
Introduction to computer user support- Help desk
30%
-How organizations organize their user support function
-Function of the Help Desk
-Structure of the Help Desk
-Help Desk technology and tools
-Responsibilities of the Support Specialists
Customer Service Skills
40%
-Communication skills
-Listening carefully
-Speaking effectively
-Technical writing strategies
-Dealing with difficult calls
-Effective questioning techniques
-Good telephone etiquette
Troubleshooting Computer Problems
10%
-What is troubleshooting?
-Problem solving skills
-Critical thinking skills
-Decision making skills
Stress Management
10%
-Stress prevention
-Strategies on coping with stress

Mode of Instruction
Classroom lectures and discussions are supplemented by lab sessions with the instructor, reinforced by assigned readings and assignments between classes. 

It is the student's responsibility to save documents, articles and notes that the instructor has provided on BlackBoard or in class. Students will not be able to access BlackBoard as of the last day of the student’s class.

Prescribed Texts
A Guide to Computer Support for Help Desk & Support Specialists,  6th ed.
by: Fred Beisse, Course Technology- Thomson Learning 
ISBN# 9781285852683

Promotion Policy

Grading Policy
A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
OR
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online (http://www.senecacollege.ca/academic-policy) or at Seneca's Registrar's Offices.


Modes of Evaluation
Since this is a professional credit subject, marking standards reinforce professional practice by demanding legible, tidy work. Written materials should be well organized and grammatically correct, with proper spelling and punctuation.

Assignments

  • Students must retain a duplicate of all assignments.
  • Computer assignments should be documented to the instructor's standards.
  • Assignments must be handed in on the scheduled due date. Late assignments are penalized.
  • For particulars, please obtain standards, dates, etc. from your instructor.

Absenteeism and Tests
  • Students should be aware that absenteeism will impact on their ability to achieve satisfactory grades.
  • If you miss a test, you must provide the reason in writing to the instructor prior to the next scheduled class. If your reason is accepted, you will be permitted to write a make-up test. Otherwise, you will be given a zero for the test. You must submit an original doctor’s certificate identifying the date, length of time of expected absence and the specific reason for your absence, or other appropriate documentation.

Term Work and Final Exam
  • Students must attain a combined grade of at least 50% on term work and the final exam. Students must pass the final exam in order to pass the subject
  • For further information on evaluation and academic standing, see a copy of the Academic Policy available at Seneca registration offices.

Grading is based on the following marking scheme:

Tests (minimum of 2) 30%
Assignments (minimum of 2) 20%
Project 20%
Exam 30%

Approved by: Denis Gravelle