TEC701 - Technical Support for Network Administrators
| Semester | |
| School | |
| Last revision date | 2024-01-29 00:30:44.499 |
| Last review date | 2024-04-01 00:15:05.589 |
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
Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecapolytechnic.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).
Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.
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@senecapolytechnic.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 Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.
Camera Use and Recordings - Synchronous (Live) Classes
Synchronous (live) classes may be delivered in person, in a Flexible Learning space, or online through a Seneca web conferencing platform such as MS Teams or Zoom. Flexible Learning spaces are equipped with cameras, microphones, monitors and speakers that capture and stream instructor and student interactions, providing an in-person experience for students choosing to study online.
Students joining a live class online may be required to have a working camera in order to participate, or for certain activities (e.g. group work, assessments), and high-speed broadband access (e.g. Cable, DSL) is highly recommended. In the event students encounter circumstances that impact their ability to join the platform with their camera on, they should reach out to the professor to discuss. Live classes may be recorded and made available to students to support access to course content and promote student learning and success.
By attending live classes, students are consenting to the collection and use of their personal information for the purposes of administering the class and associated coursework. To learn more about Seneca's privacy practices, visit Privacy Notice.
Prerequisite(s)
WIN213 and DAT702
Topic Outline
-
Introduction to End-user computing - 10%
- Historical changes in computer use
- End-users - skill level, resources needed, applications 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
2 hours interactive lecture per week.
2 hours lab time per week.
Prescribed Texts
None
Reference Material
None
Required Supplies
None
Student Progression and Promotion Policy
To obtain a credit in this subject, a student must:
- Achieve a grade of 50% or better on the tests
- Achieve 50% or better on Project Work
- Obtain 50% minimum overall grade
http://www.senecapolytechnic.ca/about/policies/student-progression-and-promotion-policy.html
Grading Policyhttp://www.senecapolytechnic.ca/about/policies/grading-policy.html
| 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.senecapolytechnic.ca/about/policies/academics-and-student-services.html) or at Seneca's Registrar's Offices. (https://www.senecapolytechnic.ca/registrar.html).
Modes of Evaluation
| Tutorial Assignments | 10% |
| Tests (minimum of 2) | 40% |
| Quizzes (minimum of 2) | 10% |
| Online Component | 10% |
| Final Project | 20% |
| Assignments | 10% |
Late and/or missed assignments
Late and/or missed assignments: Assignments are expected to be handed in at the start of the class on the due date. If an extension has been negotiated, those submitted after that time will be subject to a penalty of one letter grade per day, to a maximum of seven days. After that time the assignment will no longer be accepted.
Class Presentations: Proper academic performance depends on students doing their work not only well, but on time. In the discipline of the film industry, absences are simply not accepted and will result in quick dismissal and a bruised reputation. Accordingly, class presentations for this course must be performed on the due dates specified for the assignment, as indicated in the class schedule, or as determined by the instructor.
Missed Class Presentation Penalty: Missed class presentations on the due date will be penalized with a grade of zero for the absent student. Exceptions to the missed class presentation penalty for valid reasons such as illness, compassionate grounds, etc., may be entertained by the instructor but will require supporting documentation (e.g., a doctor’s letter). The instructor will attempt to reschedule the missed class presentation to facilitate scene partners or group members affected by the absence. Any student with an unexcused absence necessitating a rescheduled presentation will continue to receive a grade of zero for the presentation in question. Assigning alternate partners or proceeding with group presentations without the student with the unexcused absence may be implemented.
Attendance and punctuality are required in order to be successful in the business – to instill good habits now, you will be counted as ‘late’ 5 minutes after the official class start-time and counted as ‘absent’ 15 minutes after the official class start-time.