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Course Description

The Computer Support Specialist Technician program is a stackable credential leading into entry level career-oriented employment as a Computer Support Specialist, while also preparing you to continue into related certificate or degree program at the College. It is the first part of a continuum of learning, leading to career advancement and career education at the Associate degree level and beyond.

Computer Support Specialist technicians maintain computer networks and provide technical help to computer users. Technicians may work for a wide range of companies, including large software companies or for support service firms. Other technicians work in call centers and take customers through a problem step-by-step, such as reestablishing an Internet connection, troubleshooting Wi-Fi routers or other household IT products. O’NET Data projects employment of computer support specialist to grow 10 percent from 2021-2031 in Pennsylvania. At the conclusion of this program, students will be prepared to take the CompTIA ITF (FC0-U61) exam and AWS Cloud Practitioner exam.

During the first 14 weeks, you will learn foundational skills in Information Technology to include CompTIA ITF and AWS Cloud Practitioner modules. In addition, students will be engaged in skills that build success in the workplace. This includes topics such as Entry-level Microsoft Word, Excel, and PowerPoint; Student Success Skills; Customer Service Basics; Math and Logic for IT; and Business Communication.

Lessons in this 14-week program include:

  • CompTIA ITF | 30 hours
    Students who successfully complete this program will have knowledge and skills required to identify and explain the basis of computing, IT infrastructure, software development, and database use. Students will be able to demonstrate their knowledge of installing software, establishing basic network connectivity, and identifying/preventing basic security risks.
    Students who successfully master the course outcomes should be well prepared for the pre-professional certification, CompTIA IT Fundamentals: CompTIA ITF (FC0-U61) exam.
  • AWS Cloud Practitioner | 36 hours
    Participants are introduced to cloud computing concepts and practices, and the emerging role of cloud computing in business infrastructure. Students will be able to describe IT Concepts and terminology. Learn the database fundamentals, the function of computer security, cloud computing and IT value to businesses. Be able to describe cloud security, compliance issues, and AWS Cloud Services for deployment and operations. This course will also cover cloud computing pricing models and how AWS account structures and billing practices can help businesses manage cloud costs. Students who successfully master the course outcomes should be well prepared for the AWS Cloud Practitioner certification.
  • PC Applications: Microsoft Word, Excel and PowerPoint | 18 hours
    Cover the basics of applications commonly used in the workplace. Students will be able create, edit and save a document, spreadsheet, and presentation. The Excel section includes cell formulas and summation. The PowerPoint section includes how to add visual effects and various backgrounds to presentations.
  • Business Communication | 40 hours
    This course provides participants with the fundamental English skills needed by almost all Information Technology professionals. Students who master the course material should be able to place into the English level at the College. Learn how to utilize analytical, problem-solving skills, and apply strategies and principles to prepare effective communication. Participants will also be able to identify ethical, legal, cultural, and global issues affecting business communication. Students who master the course material should be able to place into the English 101 - English Composition 1 level at the College.
  • Algebra Prep from IT Math and Logic | 40 hours
    Cover the fundamental math and logic skills needed by almost all Information Technology professionals. This includes basic algebra, Boolean logic, and the ability to understand common numbering systems used in computers is included in the course. Students who master the course material should be able to place into the FNMT 118 - Intermediate Algebra level at the College.
     
  • Customer Service Basics | 12 hours
    There is six critical elements of customer service. When applied, these principles bring customers back to experience service that outdoes the competition. After this course, you will be able to demonstrate confidence as a problem solver. Apply techniques to enable you to deal with difficult customers.
  • Student Success Strategies | 12 hours
    Set yourself up for success. This course is intended to help new and returning students by making you aware of possible barriers to success in school, at work and at home. Learn how to budget your time to achieve a school-work-home life balance; how to make the most of your personal learning styles; how to work with others and ask for help if you need it; and introducing you to practices for succeeding in online courses.

Course Outline

  1. CompTIA ITF (30 hours)
  2. AWS Cloud Practitioner (36 hours)
  3. PC Applications (18 hours)
  4. Business Communication (40 hours):
  5. Math and Logic for IT (40 hours)
  6. Customer Service Basics (12 hours)
  7. Student Success Strategies (12 hours)

Learner Outcomes

Upon successful completion of this program, the student should be able to: 

CompTIA ITF (30 hours)
Students who successfully complete this program will have knowledge and skills required to identify and explain the basis of:

  • Computing
  • IT infrastructure
  • Software development
  • Database use

In addition, students will be able to demonstrate their knowledge of:

  • Installing software
  • Establishing basic network connectivity
  • Identifying/preventing basic security risks

AWS Cloud Practitioner (36 hours)

  1. Describe IT Concepts and terminology
  2. List computer infrastructure
  3. Identify computer application and software
  4. Describe Database fundamentals
  5. Describe the function of computer security
  6. Describe cloud computing and Its value to businesses.
  7. Describe the economic aspects of cloud computing in general and AWS cloud economics in particular.
  8. Describe fundamental cloud computing architecture and design principles. 
  9. Describe cloud security and compliance issues and how to address such issues with AWS Cloud Services.
  10. Describe fundamental cloud deployment and operations practices, and how AWS Cloud Services can be used for deployment and operations.
  11. Describe cloud computing pricing models and how AWS account structures and billing practices can help businesses manage cloud costs.

PC Applications (18 hours)
Students will learn the entry-level versions of Microsoft Word, Excel and PowerPoint.

  • Create, edit and save a document
  • Create, edit, and save a spreadsheet: include cell formulas and summation
  • Create, edit and save a presentation: include visual effects and various backgrounds.

Business Communication (40 hours):

  • Apply business communication strategies and principles to prepare effective communication for domestic and international business situations.
  • Identify ethical, legal, cultural, and global issues affecting business communication. 
  • Utilize analytical and problem-solving skills appropriate to business communication.
  • Participate in team activities that lead to the development of collaborative work skills.
  • Select appropriate organizational formats and channels used in developing and presenting business messages.
  • Compose and revise accurate business documents using computer technology.
  • Communicate via electronic mail, Internet, and other technologies.
  • Deliver an effective oral business presentation.

Math and Logic for IT (40 hours)

  • Recognize equivalent algebraic expressions.
  • Perform basic operations on algebraic expressions.
  • Write algebraic expressions in canonical forms.
  • Solve linear equations and inequalities in one variable and graph linear inequalities in one variable.
  • Factor greatest common factor, difference of squares.
  • Convert numbers from one number base to another.
  • Perform basic arithmetic operations on unsigned numbers in base two, ten, and sixteen
  • Perform addition and subtraction on signed binary numbers in the two’s compliment format
  • Describe how IEEE floating point values are stored and compared
  • Describe how string values are stored and compared in most computers
  • Evaluate simple and compound Boolean expressions
  • Describe simple algorithms with branching and looping using pseudo-code and flowcharts
  • Recognize equivalent algebraic expressions.
  • Perform basic operations on algebraic expressions.
  • Write algebraic expressions in canonical forms.
  • Solve linear equations and inequalities in one variable and graph linear inequalities in one variable.
  • Factor greatest common factor, difference of squares.
  • Convert numbers from one number base to another.
  • Perform basic arithmetic operations on unsigned numbers in base two, ten, and sixteen
  • Perform addition and subtraction on signed binary numbers in the two’s compliment format
  • Describe how IEEE floating point values are stored and compared
  • Describe how string values are stored and compared in most computers
  • Evaluate simple and compound Boolean expressions
  • Describe simple algorithms with branching and looping using pseudo-code and flowcharts

Customer Service Basics (12 hours)

  • Demonstrate a customer service approach
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Make a choice to provide customer service

Student Success Strategies (12 hours)

  • Identify common barriers to success and general strategies for dealing with them
  • Be able to develop a time budget that balances school, work, and home life
  • Describe your personal learning style and how to make the most of it
  • Describe how to work well with teacher and to learn with other students
  • Describe how to ask for help if school becomes overwhelming
  • Describe some best practices for doing well in online courses

Notes

Materials Required:

Handouts provided by instructor.

Prerequisites

This program is suitable for high school graduates with average math and language skills. Interested applicants will be required to take the CASAS assessment.

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