CTSA 2021 - User Support and Administration

Credits: 3
Hours/Week: Lecture 2 Lab 2
Course Description: This course covers the skills needed to effectively assist enterprise computing clients. Topics include systems analysis and design, information technology terms and structures, tools and techniques, and user support processes. Course activities require the successful integration of technical knowledge into a customer-focused business environment.

 
MnTC Goals
None

Prerequisite(s): None
Corequisite(s): None
Recommendation: CTSA 1001  or concurrently enrolled or proof of current A+ certification or demonstrated, relevant work experience

Major Content

1. Information Technology Terms and Information System Components
2. Systems Analysis and Design
3. Technology Maintenance and Troubleshooting Software and Tools
4. User support processes and procedures
5. User Support Issue Resolution and Ethical behavior
6. Problem-solving strategies
7. Computer Technology Support and Administration Organizational Structures
8. User Support Software and Tools for Ticketing and Remote Support
9. Customer Relations and Communications
10. Strategies to Reduce Stress and Burn-out

1. define Information Technology (IT) terms and the main components of an information system.
2. explain the main functions of the information technology department.
3. outline systems analysis and design processes.
4. analyze an organization’s technology needs based on a given scenario.
5. design an effective, reliable, and maintainable system that meets the needs of a given organizational structure.
6. utilize the tools and software needed to troubleshoot and maintain technology in an organization.
7. discuss effective user support strategies, activities and processes.
8. explain strategies and techniques for maintenance management.
9. configure tools and software for remote support and ticketing.
10. explain best practices in customer relations and communications.
11. discuss strategies to minimize stress and avoid burn-out.

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