Information Technology

Helpdesk/Desktop Support

Year Up's Helpdesk/Desktop Support curriculum provides students with hands-on learning in hardware and software support. Training includes diagnosis and troubleshooting of common hardware and software problems in a personal computer, types and functions of operating systems, OS installation (physical and virtual), and an introduction to basic functions using the command line interface in Windows and Linux environments. Students are also introduced to network protocols, ports, and topologies, as well as customer service concepts like problem-solving, active listening and de-escalation.

Industry Training Focus Areas

  • Computer Architecture & Systems Fundamentals
  • Computer Systems Administration
  • Desktop Management
  • Technical Customer Service
  • Year Up’s Essential Skills Training

Industry Skills Development at a Glance: You'll Learn How To...

  • Diagnose and troubleshoot common hardware and software issues
  • Identify and apply customer service strategies that foster customer satisfaction
  • Navigate an industry standard ticketing system (i.e. Zendesk, Remedy, Helpdesk Pro)
  • Understand major components of a Windows computer, including assembly and disassembly
  • Set-up a functioning peer-to-peer LAN and troubleshoot LAN operations
  • Identify and explain common TCP and UDP ports, protocols, and their purpose; identify various types of networks
  • Distinguish between number bits, format, and addressing capability of IPv4 vs. IPv6

Essential Skills Development: You'll Learn How To...

  • Communicate professionally in-person and over digital platforms by utilizing strategies, tools, and feedback to adapt to the environment
  • Participate in meetings by contributing to conversation and supporting with planning and follow up actions across a team
  • Navigate challenging situations by regulating reactions to display grit and maintaining a positive composure
  • Utilize common management, editing, and conference tools such as Microsoft Outlook, PowerPoint, and Zoom
  • Gather and analyze data to provide support to and generate ideas for a business
  • Pursue opportunities for professional growth and maintain a well-formed resume

Training at Work: Typical Job Tasks

  • Provide first level contact and communicate resolutions to customer issues; escalate unresolved queries to the appropriate level of support
  • Support the maintenance and upgrade of network devices; install and configure applications on a desktop
  • Track, route and redirect problems to correct resources
  • Support users with issues such as internet connection and printer problems

Path to a Career: Training-Enabled Role Pathways

  • Helpdesk Support
  • Desktop Support
  • Application Support
  • Telecommunication Specialist
  • Network Analyst

Hands-on Experience at Top Companies Like:

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