COURSE SYLLABUS

ITSC 2339 Personal Computer Help Desk

St. Philip's College

1801 Martin Luther King Drive

San Antonio, TX 78203-2098

Department Information
Name	Electronics and Information Technology	Office	ASB 234
Phone	(210) 531-3467	Web Site	http://www.accd.edu/spc/acad/bis/eorozco
Fax	(210) 531-3493

Instructor Information
Name	Edith Orozco	Office	ASB 234M
Phone	531-3364	Email	Eorozco4@mail.accd.edu
Office Hours	To be posted.

Department Chair: Dennis McDonaugh

COURSE DESCRIPTION: Diagnosis and solution of user hardware and software related problems with on-the-job projects. In this course, you will learn to support users running applications on the Microsoft® Windows® XP operating system. You'll learn about the job duties of the Desktop Support Technician (DST), and you'll resolve a variety of common desktop operating system issues, including issues related to various applications running on Windows operating systems.

COURSE OBJECTIVE: At the end of the course, students will be able to:

• Examine how to use troubleshooting guidelines and tools to support users
• Identify and resolve installation issues
• Identify and resolve desktop management issues
• Identify and resolve file and folder issues
• Identify and resolve hardware issues
• Identify and resolve print issues
• Identify and resolve network connectivity issues

Secretary’s Commission on Achieving Necessary Skills (SCANS)

Competency	x If Apply	How is it Demonstrated in this Class? Students will …
Resources
C1: Manages Time	X	Be encouraged to keep time logs
C2: Manages Money
C3: Manages Materials & Facility Resources	X	Keep completed working papers in order required
C4 Allocates Human Resources
Interpersonal
C5: Participates as Member of a Team	X	Work in teams as part of class requirements
C6: Teaches Others	X	Be able to teach others when applicable
C7: Serves Clients/Customers	X	Identify customers and how best to serve them
C8: Exercises Leadership	X	Rotate as team leader
C9: Negotiates to Arrive at a Decision	X	Exercise decision-making process in class
C10: Works with Cultural Diversity	X	Work in randomly selected culturally diverse teams
Information
C11: Acquires and Evaluates	X	Acquire information for portfolio and evaluate worthiness
C12: Organizes and Maintains	X	Maintain portfolio in an organized manner
C13: Interprets and Communicates	X	Read and interpret for content and synthesize information
C14: Uses Computers to Process Information	X	Use appropriate software to prepare portfolio entries
Systems
C15: Understand Systems	x	Utilize systems approach to problem solving
C16: Monitors and Corrects Performance	x	Utilize a team mate approach to edit and update particular assignments
C17: Improves and Designs Systems	x
Technology
C18: Selects Technology	x	Use computers and other peripherals in Library and Labs
C19: Applies Technology Task	x	Use computer application to word-process portfolio contents
C20: Maintains and Troubleshoots Technology	x	Utilize Help Screens when applicable to troubleshoot
Basic Skills
F1: Reading	x	Read assigned projects
F2: Writing	x	Complete assigned writing assignments
F3: Arithmetic	x	Figure time necessary to complete assignments and any budget requirements
F4: Mathematics	x	Solve percentage problems
F5: Listening	x	Listen and critique presentations
F6: Speaking	x	Make presentations to class
Thinking Skills
F7: Creative Thinking	x	Synthesize and create information for classroom working papers
F8: Decision Making	x	Utilize decision making skills in team exercises
F9: Problem Solving	x	Utilize problem solving skills in team exercises
F10: Mental Visualization	x	Utilize visualization when making presentations
F11: Knowing How to Learn	x	Utilize learning/studying techniques encouraged by their instructor
F12: Reasoning	x	Use reasoning during team exercises
Personal Qualities
F13: Responsibility	x	Be responsible for his/her working papers
F14: Self-esteem	x	Build their self-esteem as they move through levels of learning
F15: Sociability	x	Participate in teamwork
F16: Self-management	x	Self-direct their progress in working through the class assignments
F17: Integrity/Honesty	x	Practice integrity and honesty by following the BIS Code of Ethics

PREREQUISITE (S): Before attending this course, students must have:

· A+ certification, or equivalent knowledge.

· Network+ certification, or equivalent knowledge.

ATTENDANCE POLICY: Roll WILL be taken during each class period. A student not present to answer roll WILL be counted absent. It is the responsibility of a student who is late to contact the instructor at the end of class so that attendance MAY be corrected. After the census date, a student who has accumulated the equivalent of more than two weeks’ absences MAY be dropped from the course.

After the end of the “Q” grading period, the instructor MAY issue a “W” grade. A student who is unable to continue in the class WILL be responsible for seeing that he or she is dropped. Failure to do so WILL result in an “F” grade. (Refer to the St. Philip's College 2003-2004 Catalog).

TARDY POLICY: Tardiness will affect your overall performance in class.

METHODS OF INSTRUCTION: Lecture, hands-on activities, class discussion, and presentations.

GRADING CRITERIA: GRADING SCALE:

Quizzes or Exams 30% A =90-100

Labs/Projects/Assignments 50% B =80-89

Final 20% C =70-79

Total 100% D =60-69

F = 59 and below

Note: Students taking this course for their major must earn a “C” or better. Students taking this course for their major who earn a “D or F” will have to repeat this course.

MAKE-UP WORK POLICY: All assignments and exams must be turned in on the assigned due date and time to receive full credit. Any work that is turned in after the assigned due date and time will be deducted 20 pts automatically.