IT-Help Desk Support Specialist

Program Number: 31-154-7

One Year Technical Diploma

The Information Technology-Help Desk Support Specialist program prepares students to interact with PC users providing first-line technical support resolving software, hardware, and system problems. Students are trained to install, support, and maintain hardware and software and to ensure that all calls and problems are dealt with quickly and effectively. Students participate in on-the-job help desk internship/work experience with instructor supervision in area companies. Career opportunities exist in all areas of the country.

Students Will Learn

Students will be active in installing, configuring, and troubleshooting software and hardware; basic network concepts, supporting new technologies, repairing workstations and performing upgrades are taught in a hands-on class atmosphere. Students gain an understanding of how a help desk functions and the role of customer service in today's world of technology.

Program outcomes state what a graduate needs to be able to do with the essential knowledge, attitudes, skills, and behaviors acquired in a specific Madison College program. The program outcomes communicate expectations to students, as well as other academic institutions and potential employers. The identification and assessment of program outcomes support Madison Colleg's efforts in documenting student learning and provide a context for the faculty's academic planning.

Academic Admissions Requirements

Admissions Requirements for All Applications Submitted for the Current Academic Year

You must meet Admissions Requirements (see below). To apply for the program, follow the admission procedures, including submitting the completed application, application/processing fees, and transcripts.

You must meet Admissions Requirements (see below). To apply for the program, follow the admission procedures, including submitting the completed application, application/processing fees, and transcripts.

  • High School Diploma or equivalent (HSED or GED)
    • HSED/GED scores must have a total of 230 (2300) with each area at least a score of 40 (400)
  • GPA of 2.0
    • Minimum of 1.50 GPA on a probationary status
    • College GPA is also considered
    • If high school GPA is lower than 2.00, but college (minimum of 12 credits) is higher, student is eligible for admittance
    • If person has been denied, for either the high school or college GPA being lower than 1.50, establishing a "new" GPA with 12 credits of 2.00 or higher will allow admittance in a subsequent semester
  • Recommended minimum working computer knowledge of Windows

Test Scores

Test scores are not required for admission into this program.

Definitions and Guidelines

We only transfer in equivalent college work if the grade is a C or better. (We do not transfer in C- graded course work).

Advanced Standing cannot exceed 50% of the required credits for the program.

CERTIFICATION

The program prepares graduates to test for the following certifications:

  • CompTIA A+ Computer Troubleshooting
  • Microsoft� Certified Professional (MCP)

TYPICAL JOB DUTIES

Help Desk Support Specialists primary responsibility is user support and customer service. They are present and visible in the Help Desk area and available to users requiring technical assistance. As a specialist, they will respond to questions from callers and possible walk-ins; remotely assist users with technology problems in various locations; learn fundamental operations of commonly used software, hardware, and other equipment; become familiar with available help resources; and stay updated on technology changes or problems.

CAREER POTENTIAL

  • Customer Support Specialist
  • End User Support Specialist
  • Help Desk Professional
  • PC Support Technician
  • Software Technician
  • Customer Call Center Specialist
  • Microcomputer Application Specialist
  • Technical Help Desk Support
  • Technical Specialist