COMI-169 Supporting End Users

Credits 3 / 3 Contact Hours
Pre-requisite: Placement into ACRD 080 ; COMG-150  or COMG-153 .
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