Apr 18, 2024  
2021-2022 Archived Catalog 
2021-2022 Archived Catalog

COMI-169 Supporting End Users

Credits 3 / 3 Contact Hours
Pre-requisite: Placement into ACRD 080 COMG-150  or COMG-153  or COMG-154  or COMG-164 .
An introduction to supporting end users as help desk and desktop support technicians. Topics include help desk concepts technical writing training of end users technical support methods via the web and face-to-face situations basic troubleshooting of computer network and printer errors.

Course Outcomes
1. Construct technical documents for end users 2. Create proper written communication for technical support via online methods 3. Write documents for the web 4. Compare and contrast multiple writing styles 5. Examine online technical forums 6. Find answers to technical questions in online knowledge base systems 7. Provide support to end users through predefined knowledge trees 8. Optimize strategies for handling difficult customers and incidents 9. Develop customer-friendly web sites 10. Conduct a user needs analysis 11. Prepare product evaluations 12. Diagnose common computer problems 13. Repair common computer problems 14. Explain repair of common computer problems to end users 15. Determine best training methods for end users 16. Demonstrate a product 17. Provide training to end users 18. Detect computer facilities problems 19. Use facilities management tools