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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

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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

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Software Development & Support

Quality Assurance

Year Up's Quality Assurance curriculum provides students with basic skills in programming, databases, software development fundamentals and software testing and quality assurance. Students are exposed to problem solving techniques such as algorithms, flow-charts and decision trees; concepts and processes such as version control, Agile development, software development roles and environments, introductory programming, object oriented concepts, development of simple real-world applications, relational database terminology, and database design tools; techniques to create, update and query databases and quality assurance and software testing processes.

Skills Development at a Glance: What Students Learn

  • Validate business requirements gathered with a focus on completeness and testability  
  • Analyze, devise, and execute tests described by a list of test cases or a trace-ability matrix developed using project summaries, requirements, and Functional Specification Documents (FSD) 
  • Evaluate system or user interface design to validate fulfillment of customer requirements  
  • Verify software features and bug fixes against a functional specification, both manually and using automated testing tools
  • Write clear, approximated, and detailed bug reports 
  • Utilize software (such as JIRA) to track progress of software feature requests and bug fixes 
  • Define automated testing, identify its purpose, and write automated test scripts 
  • Understand operating systems, server and cloud infrastructure, frameworks, and libraries
  • Understand programming concepts and where and how to apply them to build a basic software program
  • Utilize an Integrated Development Environment (IDE) such as Eclipse, NetBeans or Visual Studio to write, build, execute and debug code
  • Identify and analyze similarities in structure, syntax, and semantics of different coding languages
  • Utilize software quality control processes such as peer code reviews, code refactoring and standards, code navigation in a debugger, and using comments for code documentation
  • Utilize SQL to build tables, specify constraints, and apply indexes
  • Utilize SQL to query tables using filters, calculated fields, sorting, aggregates, and joins

Specialty Training Focus Areas:

  • Software Testing & Quality Assurance
  • Programming
  • Databases
  • Software Development Fundamentals
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Use testing methods, tools, and techniques to verify and validate software releases
  • Analyze and understand business requirements to ensure quality and completeness
  • Develop automated test scripts to test software features and bug fixes

Path to a Career: Training-Enabled Role Pathways

  • Software Testing & Automation
  • Quality Assurance Analysis

Example Roles Filled by Graduates:

  • QA Analyst
  • Automation Tester

Locations Currently Offering This Training Specialty:

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

Spring 2021 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 2021, including the following two pilot programs for students at this campus.

HRIS Administration Pilot

In partnership with Workday, Year Up has created the HRIS Administration training specialty to equip young adults with the in-demand technical skills and Workday system experience necessary for Human Resources Information Systems (HRIS) roles. Students will spend six months learning the fundamentals of the Workday Human Capital Management System and how to support Human Resources business processes and organizational operations, and then apply those skills on a six-month corporate internship in a Workday HRIS role. 

Training at a Glance: What Students Learn

  • Human Resources business processes (payroll, benefits, compensation) & learning/development, recruiting, and supporting functions
  • Utilize the Workday product suite; application of Human Capital Management (HCM) functions within platform (Worker Lifecycle Transactions, Reporting, Ops & Maintenance, Business Process Administration and Security Administration)
  • Apply customer support practices in an HR context to navigate and resolve HRIS requests
  • Utilize an issue management system to communicate with customers and accurately document detailed accounts of issues from customer inquiries

Platform Operations & Support: AWS Cloud Pilot

AWS re/Start is a skills development and job training program that works with organizations like Year Up to deliver a learning experience that provides a pathway for entry-level cloud careers. All learners will complete a full-time, 12-week training program with AWS re/Start & Year Up that is supported by professional mentors and accredited trainers. AWS Cloud training includes scenario-based learning, hands-on labs, and coursework, and learners are trained and prepared to pursue the AWS Cloud Practitioner certification. Year Up provides essential professional skills training and career readiness to prepare for an entry-level cloud career, and will connect learners with potential hiring employers.

Training at a Glance: What Students Learn

  • Work with core Amazon Web Services (AWS) cloud services in the area of compute, storage, and networking
  • Utilize cloud monitoring and support processes and tools; identify root-cause, develop solution, and communicate resolution to stakeholders
  • Utilize Python and SQL to write code for simple applications
  • Utilize command line interfaces and scripting for operating systems such as Linux
  • Networking concepts, protocols, security; database concepts; security fundamentals (identity, authentication, authorization, etc.)

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.

Software Development & Support

Learn to evaluate system or user interface design, analyze, devise, and execute tests, and how to verify software features and bug fixes.  

Still curious?

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

Our specialties

Want other options?

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

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Local leadership

Roosevelt Callahan

Site Director, San Francisco Campus