Introduction to IT Troubleshooting

This 7-page syllabus provides information on the Introduction to IT Troubleshooting course taught at Gateway Technical College. This 2-credit course introduces students "to the process of basic troubleshooting of computing problems. Topics covered include: computer-based concepts of problem-solving, structured diagnosis and resolution techniques, and professional communication practices. Enrolled students acquire basic IT customer support skills as they begin their journey to becoming an IT support technician."

The following are an example of competencies assessed in the course:

• Analyze the elements of successful customer support.
• Explore help desk operations.
• Analyze help desk technology tools.
• Develop end user training.