Monday, March 31, 2008

CIOS 211 Computer Technical Support

Syllabus
Computer Technical Support
CIOS 211 (1-3cr)

Instructor / Contact:

Mr. Martin Leonard III, MBA
Kuskokwim Campus Box 368
Room 125b Bethel, Alaska 99559
v. 907.543.4510 f. 907.543.2030
e. martinl@bethel.uaf.edu
IM. msn: martinuaf, y: martinuaf fc: martin leonard (first choice)

Class Meeting:
All Classes will meet in the ITS Lab Facility, Kuskokwim Campus unless notified.
* Lecture Dates:
* Practicum: as arranged with KuC technology support staff and student work hours.

Materials:
Required Text: Beisse, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition, Course Technology, (c) 2001, ISBN 0-619-21510-0

Instructor Web Resources:
http://del.icio.us/martin_leonard/helpdesk
('helpdesk' tag)


Required Lab Equipment:
Headset with microphone (available in KuC Bookstore )
Suggested Lab Equipment: Removable media, USB Flash Drive (for saving and transporting files / class related work, available in KuC Bookstore)


Course Purpose:
This course prepares students to provide technical support to computer users. Skills include:
diagnosing problems, researching solutions, meeting user needs, developing
training materials, and giving workshops and lessons. Course may be repeated
for credit. (Prerequisite: Comprehensive experience using the Internet.)

Instructor's description:
Course is designed to introduce and begin preparing students to be helpdesk professionals. The course is designed to expose students to the 'computer user support field'. It is designed to provide the computer professional with an academic overview of the profession and provide hands-on practical experience in a field-based / organizational environment.


Course rationale:
This course is designed for students wishing to understand the 'business' of computer support, the importance of good user support planning and implementation. Students will be exposed to as many of the current techniques, uses, philosophies and tools associated with computer user support. These skills will provide a level of competency so that students can then utilize the internet as a major tool in their school and work environments.

General objectives and student competencies:
* To be able to understand the context of computer support as it relates to the mission or purpose of the client or organization.
* To be able to manage time and to set priorities within the needs of the client or organization.
* To be able to analyze and diagnose the current usage of computers and software by the client or organization.
* To be able to develop a technology plan for a client or organization, that includes current and future hardware, software, and user needs.
* To be able to analyze and diagnose the training needs of the client or the organization and to develop training plans and materials to meet those needs.
* To be able to monitor the current computers usage in an organization and to develop a preventative maintenance plan for both hardware and software that includes regular upgrades and bug fixes for hardware and software.
* To be able to monitor on an on-going basis the quality of computer support being provided and to correct and improve the support as problems develop.


Relationship of course to student academic development:
The skills provided in this course will help the student develop a level of competency in working computer and IT environment. It represents a synthesis of previous computer training and helps develop the students troubleshooting skills as well as intrapersonal and client-based skills.


Class Dynamics
This course will be delivered as a lecture-based course and a student driven practicum. Students will be expected to have a very good knowledge of operating systems and common software use. Lectures will entail reviewing text materials; including projects and end of chapter reviews.

Computer lab time will be made available to students for follow-up and homework assignments. Average time expected for outside class follow-up and homework will be 1:1 with lectures. Lab times scheduled as per class input.

Office hours are as available...face-to-face office hours by appointment only. However, the instructor will remain available throughout regular working hours (9am to 5pm, excluding class time) via Instant Messaging services (IM text and voice chat, @ contact addresses above).

Classroom resources, content and grades will be managed on a CIOS 211 blackboard site.

Additional resources will be available at the following websites:
http://del.icio.us/martin_leonard/usingtheinternet

Students will be expected to facilitate the setup and understand the use of all computer-based access tools as per UAF guides and guide-lines.

Students will also be given and be expected to manage network administrative privileges allowed to them by the campus Network Administrator and Media personnel. Strict University of Alaska guidelines for security and ethics must be followed.


General Requirements to 'Pass This Class'
* Come to class...this class is taught as an intensive and is lecture and practicum - based. You've got to be there to get the information. No excused absences unless authorized prior to class via agreement between instructor and student.
* Use the lab...some of the assignments will require that you upload and install programs, manage software and a windows desktop environment. The ITS lab computers will be available for your use, are high end computers on which you will have some administrative privileges. Use them!
* Complete assigned tasks...text projects, end of chapter reviews, practicum as assigned, positive feedback from practicum colleagues
* Communicate with instructors...We don't know your needs or concerns unless you communicate with me. When you have a problem, contact me immediately! IM, email, voice...just connect!

Grades will be based on successful completion of written, oral and computer-based assignments as requested by the instructor. Straight percentages will apply. Each assignment point value and worth as presented by instructor.

90-100 A
80-90 B
70-80 C
60-70 D
<60 F