Computer User Support I & II

The Computer User Support course trains individuals to provide technical assistance to computer users across various platforms. Participants will learn how to troubleshoot and resolve hardware, software, and peripheral issues in person, via phone, or remotely. The course emphasizes hands-on learning with modern IT tools and practices, preparing students for careers such as Help Desk Technician, IT Support Specialist, and Computer Technician.

Instructional Format

  • Instructor-led lectures
  • Guided hands-on labs
  • Role-playing simulations
  • Group projects
  • Technical documentation practice
  • Guest speakers from industry
  • Assessments

Course Schedule

  • Duration: 6 Weeks
  • Schedule: Mon–Thu, 8AM – 1:30PM (includes 30-minute lunch)
  • Total Hours: 120 contact hours

Topics:

  • Introduction to User Support Roles
  • Overview of IT Support Careers
  • Safety and Professional Ethics
  • Components of Computer Systems
  • OS Fundamentals (Windows/MacOS)
  • Lab: PC disassembly/reassembly, OS interface exploration
  • Assessment: Quiz 1 (Basic Hardware/OS)

Topics:

  • OS installation & configuration
  • System performance monitoring
  • Command-line utilities
  • Software installation & conflict resolution
  • Lab: Install/update OS and productivity software
  • Assessment: Quiz 2 (OS & Software)

Topics:

  • Peripheral setup (printers, monitors, etc.)
  • Device drivers & configuration
  • Diagnosing and resolving hardware issues
  • Minor hardware repairs
  • Lab: Peripheral troubleshooting simulation
  • Assessment: Hardware troubleshooting checklist

Topics:

  • Network types & topologies
  • IP addressing & connectivity testing
  • Remote desktop and support tools
  • Data communication logs and documentation
  • Lab: Remote desktop setup and network diagnostics
  • Assessment: Quiz 3 (Networking Concepts)

Topics:

  • User inquiry handling
  • Ticketing systems & SLA
  • Documentation best practices
  • Escalation protocols
  • Lab: Mock help desk scenarios
  • Assessment: Create a sample incident report

Topics:

  • Developing training materials
  • Delivering end-user training
  • Resume and interview prep
  • Mock interviews and career planning
  • Final Project: Support case study and documentation
  • Assessment: Final exam & presentation

Program Completion

To earn a Certificate of Completion, students must:

  • Attend at least 85% of the total class time (minimum 102 hours)
  • Maintain a minimum GPA of 65% 
  • Satisfy all financial obligations

Tuition & Fees

Tuition & Fees

  • Tuition:  $4,0000
  • Admin Fee:  $150.00
  • Supplies:  $500.00
  • Total Fees:  $4,650.00

Certification

Upon completion of this course, students will be prepared to pursue the following industry-recognized certifications:

CompTIA A+ Certification

  • Industry-standard credential for entry-level IT roles
  • Covers troubleshooting, hardware, networking, and mobile devices

CompTIA IT Fundamentals+ (ITF+)

  • Ideal for beginners exploring IT
  • Validates basic understanding of IT infrastructure, software, security, and terminology
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