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.

Skills Development at a Glance: What Students Learn

  • Assemble and disassemble a personal computer; install, configure, update, and troubleshoot hardware and operating systems
  • Diagnose and troubleshoot common hardware and software issues  
  • Identify and apply appropriate customer service strategies that foster customer satisfaction
  • Navigate an industry-standard ticketing system (i.e. Zendesk, Remedy, Helpdesk Pro)
  • Set-up a functioning peer-to-peer LAN and troubleshoot LAN operations
  • Design a workable set of IP addresses for a given set of networks
  • Identify and explain common TCP and UDP ports, network protocols, and their purpose
  • Distinguish between number bits, format, and addressing capability of IPv4 vs. IPv6    

Specialty Training Focus Areas:

  • Operating Systems
  • Computer Hardware
  • Computer Networking Support
  • Customer Service
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Provide first level contact and communicate resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Support the maintenance and upgrade of network devices
  • Support users with issues involving network connectivity such as internet connection and printer problems

Path to a Career: Training-Enabled Role Pathways

  • Helpdesk Support
  • Desktop Support
  • Application Support
  • Telecommunications Specialist
  • Network Support

Example Roles Filled By Graduates:

  • Helpdesk Support Analyst
  • Application Support Analyst
  • Desktop Support Analyst
  • Network Analyst

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

Business Operations

Project Management Support

Year Up's Project Management Support specialty trains towards foundational skills in business and project management. Students learn the basics of business including business functions, tools and processes; project management concepts, techniques and roles, and the use of frameworks and processes including building project charters, work breakdown structures, project scheduling, project budgeting, building marketing plans, HR management plans, risk management plans, and doing stakeholder analysis, competitor analysis, and projected revenue analysis with the help of tools such as Microsoft Project and Excel.

Skills Development at a Glance: What Students Learn

  • Key tools (Gantt charts, Microsoft Project) and methodologies (Agile, Scrum)
  • Basic concepts and common methods of project management: the ten project knowledge areas and the five phases of the project management lifecycle
  • The interplay between the triple constraint (scope, time, cost) in the Project Management Plan
  • Project selection criteria and project evaluation methods (cost-benefit analysis, feasibility study)
  • Strategies for planning a project: developing a work breakdown structure (WBS) and timeline, calculating task estimates, managing task dependencies, tracking progress, identifying/managing risks, and defining/measuring goals
  • Common communication artifacts and tools for executing a project: project plan, statement of work (SOW), status reports, & meeting notes
  • Define and measure the goals of the project relative to the intended project outcomes

Specialty Training Focus Areas:

  • Project Management Support
  • Business Fundamentals
  • Business Operations
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Help prepare project proposals, time-frames, schedule, and budget
  • Act as key contact and communicate project status to participants
  • Support Project Manager in the successful planning and execution of a project

Path to a Career: Training-Enabled Role Pathways

  • Project Support

Example Roles Filled by Graduates:

  • Project Support Analyst
  • Junior Project Analyst
  • Business Controls Specialist
  • Project Coordinator
  • Administrative Associate
  • Administrative Coordinator

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

Spring 2022 Training

We focus our career training to meet the hiring needs of our local partners. Below are the training specialties that will be offered to students beginning in Spring 2022. 

Information Technology

Learn how to support hardware, operating systems, and network devices, and provide first-level contact and service to customer issues. 

Business Operations

Learn project management tools and concepts, and how to prepare project proposals, execute projects, and measure project outcomes.

Still curious?

Discover more about what you can gain
from each training specialty.

Our specialties

Local leadership

Whitney Flores

Site Director, Diablo Valley Campus

Want other options?

These nearby Year Up campuses may offer training in a specialty that interests you even more.