GraysHarborCollege

Syllabus
CIS211ComputerUserSupportforHelpdesks
5Credits(3Lecture/4LabHrs)
WinterQuarter2009

GeneralCourseInformation

Instructor:SandyLloyd
Office:Room218
OfficeHours:dropin
CampusPhone:3605382500
Email:slloyd@ghc.edu
Classroom:Room850
ClassTimes:LectureTWTh9:009:50am,LabMF9:009:50am

Prerequisites:CIS102,CIS130,andCIS161;orcomprehensiveexperienceusingcomputersand
instructorpermission

Textbook:
Beisse,AGuidetoComputerUserSupportforHelpDeskandSupportSpecialists,
ThirdEdition,CourseTechnology,2004,ISBN0619215100

CourseObjectives
Themainpurposeofthiscourseistoprovidestudentswithacomprehensiveunderstandingof
thetechnicalsupportenvironmentandtheknowledge,skills,andabilitiesnecessarytoworkin
theusersupportindustry.Studentswilllearnproblemsolvingandcommunicationskillsthat
areveryvaluablewhenprovidingusersupport.Throughhandsonexercisesandcaseprojects
studentswilllearnhowtoapplytheirknowledgeanddeveloptheirideasandskills.Theskills
taughtwillincludediagnosingproblems,researchingsolutions,meetinguserneeds,developing
trainingmaterials,andgivingworkshopsandlessons.Theywillalsolearnhowtowork
individuallyandinteamswhichwillpreparethemforateamorientedworkenvironment.

WebSites
Supplementaryinformationforthecourseisavailablefromthepublisherandmaybefoundon
theclasswebsiteAdditionalOnlineResourcesfromStudentOnlineCompanion.
TherewillalsobeadditionalinformationavailableatourcourseWebSite:
http://www.ghc.edu/faculty/slloyd.ThisWebSitemaycontainclassnotes,class
announcements,examsummaries,thecoursesyllabus,testdates,andadditionallinks.

EMail
Allstudentswillusetheirchokermailemailaccount.Ifyouhaveanyquestionaboutthecourse
orneedassistance,pleasecontactmeinpersonorbytelephoneduringtheday;orbyemailat
anytime.

EndofChapterDiscussionQuestionsandProjects
Eachstudentwillkeepanotebookforallclassprojectsandlabnotes.Preferablythiswillbea
threeringbindertokeeppaperstogetherandinorder.AsendofchapterDiscussionQuestions,
HandsOnProjectsandCaseProjectsarecompleted,theyshouldbeprintedandinsertedinthe
notebook.Thesenotebooksshouldbekeptuptodateandwillbeturnedinbytheendofthe
dayonFridayofeachweek.TheywillbeevaluatedandreturnedthefollowingMonday.

GradingandEvaluationCriteria

50%ofthegradeisbasedonexams.
30%ofthegradeisbasedoncompletingtheendofchaptercaseproject
assignments.Anelectronicversionofthecaseprojectassignmentscanbe
downloadedfromthecourseswebsite.
10%ofthegradeisbasedonquizzes.Quizzesaregenerallygivenattheendofeach
chapterandmayvaryfrom10to20questions,whichmaybeinanyformat.
10%ofthegradeisbasedonattendance.Asregularattendanceandpunctualityare
necessaryforstudentstokeeppacewiththecourseandlearnallsubjectsinCIS211,
emphasisisplacedheavilyonthem.Itisalsoaworkhabitthatthestudentsmust
developtosucceedinthisfield.

GradingScale

93100%
8092%
7079%
6069%
59andbelow

A
B
C
D
F