CIS 215_NEW

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COVER SHEET ________________________________________ NEW COURSE

COCHISE COLLEGE
CURRICULUM PROPOSAL

Course Number: CIS 215 Credits: 3
Course Title: User Support for the Help Desk Professional
Department Chair: Jeannie Neeley Clissold Originator: Jeni Patton
Required
Implementation Date: Spring 2008 None
Fees:

Curriculum Committee Review: Date: December 19, 2007

Faculty Co-Chair: __________________________________Date: December 19, 2007
Signature

Vice President for
Instruction/Provost: _________________________________Date: December 23, 2007
Signature

President: _________________________________________Date: February 12, 2008
Signature

Governing Board: __________________________________Date: February 12, 2008
Signature

“True and correct according to
content and policy.”

Joanna K. Michelich, PhD
Vice President for Instruction/Provost
COCHISE COLLEGE
RATIONALE

NEW COURSE FORM

Date: Nov. 5, 2007
Instructional Unit Submitting: CIS

Originator: Jeni Patton

A. Rationale for New Course:

This course is being created as part of the Help Desk Certificate.

B. Supporting Documentation (e.g., faculty, advisory groups, external accrediting
agencies, and/or external interest groups etc. Include appropriate documents):
CIS Advisory Board, at the October 26, 2007 meeting, endorsed the need for a Help Desk
Certificate in the community.
C. Student Implications:
Students can take this course as part of the Help Desk Certificate or as a stand-alone
course to gain help desk skills.
D. Budget Implications:

None

E. Needs Analysis statement to include: (Required for all NEW Programs and Courses)
Hint: Instructional Managers and Deans are a good resource.
 Target population:
Current students and currently employed community members
 Projected student enrollment:
15 students per year
 Projected employment opportunities:
The Help Desk Professional is one of the fastest growing careers, according to the 2006-
2007 Occupational Outlook Handbook published by the US Department of Labor, Bureau
of Labor Statistics. CIS Advisory Board members enthusiastically support the need for
this course for new and existing employees.
 Projected impact on existing programs within the district and/or state:
Negligible
 Evidence to support major institutional planning priorities and directions
(instructional initiative):
With the addition of technology-enhanced “smart” classrooms at the College, there will be
a need for more trained help desk technicians with the skills to meet the college’s own
needs.
 Calendar for implementation:
Spring 2008

Form Revision date 10/07
Please visit http://www.cochise.edu/programsofstudy/curriculum/currprocess/currproc_forms.asp for current forms.
 Web link of similar community college programs:
CTC at WVU http://ctc.wvutech.edu/bhopt/otm-help/curriculum.php
TCTC http://www.tctc.edu/lifelong_learners/business/helpdesk.htm
DCCD https://www1.dcccd.edu/cat0708/programs/degree.cfm?
degree=help_desk_user_support_tech_cert
Wilkes CC (page 107)
http://www.wilkescc.edu/WCCCMS/images/Content/Informational_Links/College_Catalog/
WilkesCC%20Catalog2006.pdf
Midlands Tech http://www.midlandstech.edu/catalog/catalog2004-2006/helpdeskcert.htm
MVCC http://www.morainevalley.edu/programs/2007-2008/2007-
2008_fall/1311_course.htm
Gatlin http://www.gatlineducation.com/helpdesk.htm
George Brown http://coned.georgebrown.ca/section/dsed/deskcert.html

 Limitations for district-wide delivery of the program, if any:
Qualified faculty availability
 Marketing ideas:
Advertise availability to CIS Advisory Board members and other employers.
 Recommended fees, including an explanation of formula to determine fees:
Regular technology fee

Form Revision date 10/07
Please visit http://www.cochise.edu/programsofstudy/curriculum/currprocess/currproc_forms.asp for current forms.
COCHISE COLLEGE
Course Outline

This Course Outline is the official, permanent description of the course, the basis on which decisions are made by
participants in the College’s curriculum approval process, by curriculum developers considering courses for fulfilling
requirements in academic programs, and by universities and other colleges when determining transferability. This is the
representation which becomes part of the College’s course bank and should be presented for approval with the
accompanying Cover Sheet and New Course/Program Form.

1. Catalog Description:
Course Number: CIS 215 Credits: 3
Course Title: User Support for the Help Desk Professional
Course Prerequisites: CIS 115 and CIS 116

Recommended Preparation: Pre- or co-requisite CIS 260

Brief Description (to be used in College Catalog and Class Schedule):
This course focuses on key skills for user support specialists, including decision making,
communicating successfully with a client, determining the client’s specific needs, and writing
for the end user. It includes use of Web and email-based support. Topics include introduction
to end-user computing, introduction to computer user support, customer service skills for user
support, troubleshooting computer problems, common support problems, help desk operation,
user support management, product evaluation strategies and support standards, user needs
analysis and assessment, installing end-user computer systems, training computer users,
writing for end users, and computer facilities management.

Contact Hours (Lecture and/or Laboratory): 3 hours lecture

2. Instructor Equated Units: 3.0

3. Course Content (stated as list):
 Introduction to computer user support
 Customer service skills
 Troubleshooting computer problems
 Common support problems
 Help desk operation, user support management
 Product evaluation strategies and standards
 User needs analysis and assessment
 Installing end-user computer systems
 Training computer users
 Writing for end users
 Computer facilities management

Form Revision date 10/07
Please visit http://www.cochise.edu/programsofstudy/curriculum/currprocess/currproc_forms.asp for current forms.
4. Minimum Student Outcomes and Assessment Statement:
List General Education Outcomes only if course meets General Education Requirements. Then complete sections 4 and 5.
Assessment Statement
Cochise College is committed to continuous improvement in order to provide the best possible service. A key part of
this commitment involves assessing student learning outcomes. Assessment, which occurs apart from the regular
grading of student work, is conducted by faculty using tests, research papers, projects, presentations, or standardized
examinations to discover how well students who have passed a course actually achieved the expected learning goals.
Faculty members analyze the results so they can develop strategies to help improve student learning in future classes.

Could this course be offered as Pass/Fail? No: X Yes:
Rationale if Yes:

General Education Outcomes: Assessment:
none

Course Specific Outcomes: Assessment:
Describe services that user support groups Discussion, assignments, exams.
provide.
List the knowledge, skills, and abilities Discussion, assignments, projects, exams.
needed to qualify for an entry-level user
support position.
Describe the importance of communication Participation, discussion, classroom activities.
skills and customer service relationships.
Display effective techniques to handle Participation, classroom activities.
challenging customers.
Develop an incident management strategy. Participation, classroom activities.
Describe the troubleshooting process and the Discussion, classroom activities,
thinking skills required for successful trouble assignments, projects, exams.
shooting.
Develop a personal problem-solving strategy. Participation, classroom activities.
Demonstrate effective technical writing skills. Classroom activities, assignments, projects,
exams.
Define the types of common end-user Discussion, assignments, projects, exams.
computer problems.
Describe and apply the incident management Classroom activities, assignments, projects,
process. exams.
Identify the elements of a mission statement. Discussion, assignments.
List common tools and methods support Discussion, assignments, projects, exams.
specialists use to evaluate and select
computer products.
Demonstrate strategies to perform user Classroom activities, assignments, projects,
needs analysis and assessment. exams.
Describe and evaluate an effective end-user Discussion, classroom activities,
computer installation process. assignments, projects, exams.
Describe the elements of a successful, quality Discussion, activities, projects, assignments,
training program. exams.
Discuss the most common facilities Discussion, classroom activities,
management problems and the management assignments, projects, exams.
tools and procedures for dealing with those
problems.
Form Revision date 10/07
Please visit http://www.cochise.edu/programsofstudy/curriculum/currprocess/currproc_forms.asp for current forms.
5. Academic Applications: (type an X in the appropriate boxes)
Complete Academic Applications only if course meets General Education Requirements (section 4).

General Education – Transfer General Education – Direct Employment
Freshman Composition Communication
Mathematics Mathematics
Arts Liberal Arts
Humanities Technology Literacy
Social & Behavioral Sciences Embedded
Physical & Biological Sciences Cultural & Gender Awareness
Embedded Global/International Awareness
Cultural & Gender Awareness Information Literacy
Global/International Awareness Oral Communication
Intensive Writing/Critical Thinking
Information Literacy

Expected Transferability (specify probable colleges/universities):
ASU as: NAU as:
U of A as: Other as:

X Required for Certificate or Help Desk Certificate
Degree (list)

Developmental
Enrichment/Lifelong Learning

6. Minimum Required College Resources/Support Services:
Technology Computer lab, software
Library Customer service-related books and resources
Special Facility Needs

Recommended College Resources/Support Services:
Technology Help desk software
Library
Special Facility Needs

7. Was this course a Quick Start? No First term offered as a Quick Start? No

Form Revision date 10/07
Please visit http://www.cochise.edu/programsofstudy/curriculum/currprocess/currproc_forms.asp for current forms.