CIS 225 - Computer End-User Support I

4 Credit(s)

Prerequisite(s): CIS 145, CIS 179, and WR 115 or designated placement.

Recommended Prerequisite(s): WR 121Z

Course Description: Prepares students for training and supporting End-Users in a variety of organization settings. Topics to be discussed include the End-User support function in an organization, techniques for developing and delivering training modules, and techniques for providing ongoing technical support to End-Users. Emphasis is on solving problems with users (debugging, troubleshooting, and interaction with users) with actual and/or simulated functions of a computer support department.

Course Level: Career/Tech Preparatory

Course Learning Outcomes:

CLO#1: Analyze End-User needs and requests.
CLO#2: Evaluate characteristics of technical support personnel; apply characteristics to end user support tasks.
CLO#3: Identify quality customer service skills and how to implement skills. (ILO: Critical Thinking)
CLO#4: Identify software/hardware solutions for End-Users using appropriate product evaluation strategies. (ILO: Information Literacy)
CLO#5: Collaborate with end users using proper technical training techniques and targeted audience design. (ILO: Communication)
CLO#6: Assess and identify computer software and/or hardware problems.