Overview Objective Materials grading Exam ELI Policies and Procedures Contacting the Instructor Beginning the Course
ITE 180: Help Desk Support Skills (3 Credits)
Instructor: Laurie Albert

Overview


This course emphasizes instruction in customer support techniques required for analyzing and coordinating software and hardware solutions for end-user needs. This course includes evaluation and communication techniques required to provide help desk support necessary to transfer knowledge and enable implementation of a solution.

Course Prerequisites: IST 115 or equivalent

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Objectives

 

 

If you complete this course and do well, you will be able to:

  • Assist users in selecting microcomputer hardware systems.
  • Assist users in selecting microcomputer software productivity packages..
  • Communicate with vendors.
  • Provide hardware and software system setup and support.
  • Train the user to employ the tools and create applications.
  • Consult with the user to solve hardware and software problems.
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Materials

 

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Grading
 

 

Your course grade will be determined by the assignments and 4 exams, according to the following points:

Assignment
Points
Percentage of Grade
Introductory Email
not graded
not graded
Intro Discussion Post
not graded
not graded
Exams (100 pts each)
400
400
Assignments (50 pts each)
600
600

Grading Scale
A
900-1000
90-100
B
800-899
80-89
C
700-799
70-79
D
600-699
60-69
F
0-599
0-59

 

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Exams

 

There are 4 exams in this course. You are expected to take your examinations at one of the NVCC campus Testing Centers. Be sure to allow enough time to complete your exam before the Testing Center closes; Testing Centers have specific policies relating to the administration of ELI exams. You will need to take a photo ID, your NovaConnect empl ID number, and the appropriate Exam Pass when you go to the Testing Center.  

For Testing Center locations, hours of operation and policies, click here.

For information on taking exams outside of the metropolitan area, click here.

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ELI Policies and Procedures

 
This is an Extended Learning Institute (ELI) course. ELI courses differ from campus courses in several important ways, including enrollment dates, communication with faculty, assignment completion requirements, and exams. You must follow ELI's policies and procedures if you take this course. Read (or review) ELI's Policies and Procedures before you begin the course. If you have questions, call ELI at (703) 323-3347 or (888) 435-6822.
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Contacting the Instructor

 

I am here to help you succeed in this course. Occasionally questions or problems may arise. Here is how to contact me when they do:

E-mail : LAlbert@nvcc.edu
Telephone :
(703) 323-3024


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Beginning the Course

 

1. Use your web browser to connect to http://www.nvcc.edu/bbstart. Follow the directions to determine your email, Blackboard and VIVA account user names and passwords.
2. Access your email account and make sure you know how to use it; you will be required to use this account for all course-related email.
3. Log on to Blackboard at http://learn.vccs.edu.
4. Click on this course under "My Courses." Review the entire course to make sure you understand what will be required of you. Then start completing the assignments.

Please note that account generation takes approximately one week from the time of your paid registration. If you cannot log on after one week, contact the IT Help Desk. If you can log on to Blackboard, but your course isn't listed, please contact ELI or your instructor.