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Help Desk Technician Prep

COURSE NUMBER: COM5200

COURSE DESCRIPTION:
The Information Technology Help Desk program provides individuals seeking entry level positions in the IT field with a foundational understanding of the Information Technology delivery system, the role of the customer service agent and the tools needed to be a frontline customer-service agent in a help desk setting. Students will explore and practice concepts in customer service, communication, and critical thinking within a 10-week time frame. Individuals will also have the opportunity to apply for an IT Help Desk internship.

Course Schedule

Online registration is for debit/credit card purchase only. For other payments, use Standard Registration.

Click on a course section to see dates and to add to your cart. Course details and schedules are subject to change without prior notice. For future course schedules, you may also contact our office. View the “Contact Information” section in the Course Details.

Section - Coming in the future



Course Details

Upon successful completion of the course, the student will be able to:

  1. Describe the impact of hospitable service on customer satisfaction and loyalty.
  2. Demonstrate an understanding of how different operating systems function and their unique interfaces.
  3. Explain the meaning and context of technical terms in information technology to end users.
  4. Apply knowledge of computer hardware and its peripherals to identify and label components on diagrams of desktop systems, laptop systems, and network devices.
  5. Explain the functions and roles of individual hardware components in both desktop and laptop systems.
  6. Explain the importance of keeping drivers and firmware up-to-date for system performance.
  7. Explain the role of the processor in managing computational tasks.
  8. Explain the importance of information technology security in protecting data and systems.
  9. Demonstrate active listening skills by summarizing user concerns and seeking confirmation.
  10. Demonstrate effective communication styles through role-playing exercises.
  11. Demonstrate effective problem-solving and resolution techniques through practical exercises.
  12. Demonstrate the ability to recognize opportunities for enhancing customer experiences at each touch point.

Ezralei Eugenio 
Workforce Development Coordinator
ezralei@hawaii.edu

For assistance call our office at (808) 455-0689.