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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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Sales & Customer Support

Client Services & Sales Support

Year Up's Client Services & Sales Support specialty prepares students for job functions in customer service, Customer Relationship Management (CRM) system use, professional written and verbal communications, and introductory sales with practical skills in communication, customer service and sales. Training is geared toward concepts and practical application of customer service constructs such as problem-solving, active listening, de-escalation, and professional communications; use of CRM systems to enter, update, query and report on customer and sales data and take a customer record through the stages of an engagement cycle; utilizing Outlook to engage clients and manage customer interactions; sales basics including concepts such as the sales cycle, sales roles, products, relationship management, and sales tools and techniques along with practical application in a sales or personal banking work context.

Skills Development at a Glance: What Students Learn

  • Articulate a product’s value proposition and tailor a sales pitch to customer needs/concerns
  • Strategies for building credibility and rapport with customers during sales interactions and building relationships with customers over time
  • Identify and close on opportunities for upselling and cross-selling during a customer interaction
  • Utilize active listening, problem solving, negotiation, effective inquiry, researching company resources, and leveraging insights to meet and maintain goals and KPIs
  • Leverage a Customer Relationship Management (CRM) system to input and change customer information, build and export reports, take notes on customer interactions, and move a customer record through a complete engagement cycle
  • Use market, client, and sales performance data to identify areas for growth or improvement in the sales function
  • Identify and qualify leads; conduct research through social media and other channels to identify leads and gather data about prospective accounts
  • Utilize strategies, like empathy, for handling objections and responding to challenging customer behaviors, with resilience to bounce back and ensure high quality customer experience
  • Email communication skills and how to manage an email thread/conversation to demonstrate responsiveness and follow-through

Specialty Training Focus Areas:

  • Sales & Client Services
  • Sales Practicum
  • Customer Service for Sales, Customer Support, & Business
  • CRM Systems
  • Email Communication
  • Consumer Banking*
  • Year Up’s Standard Training  

*Consumer Banking Supplemental Training course is available in lieu of Sales Practicum in support of role pathways like Personal Banking, Financial Products Servicing, and Financial Advisory/Other Licensed Sales Support.

Training at Work: Typical Job Tasks

  • Handle inbound customer inquiries and generate sales through renewals, upselling, and cross-selling opportunities
  • Support sales staff by opening/updating client accounts, processing documentation, analyzing reports and data, scheduling communications, and creating client contracts
  • Identify, research, & qualify new account opportunities
  • Utilize customer relationship management (CRM) systems to record and access information about clients and sales leads
  • Communicate through inbound calls or as 2nd point of contact with clients initially, with increased outbound customer interaction over time as skills are mastered

Path to a Career: Training-Enabled Role Pathways

  • Personal Banking
  • Financial Advisory/Other Licensed Sales Support
  • Inside/Outside Sales Support
  • Inbound Sales/Inbound Sales Support
  • Sales Operations & Analytics
  • Client Services

Example Roles Filled by Graduates:

  • Personal / Relationship Banker
  • Sales & Support Representative
  • Sales Development Representative
  • Inbound Sales Representative
  • Sales Support Representative
  • Contract Support Representative

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

Fall 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 Fall 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

AWS re/Start 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 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. 

Sales & Customer Support

Learn how to build relationships with customers, implement cross-selling and upselling opportunities, and identify and qualify leads. 

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

Local leadership

Jose Iniguez

Site Director, San Francisco, CA

Want other options?

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

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42.18 mi.