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
Locations Currently Offering This Training Specialty:
- Diablo Valley Campus
- Downtown Campus
- Roxbury Campus
- Downtown Campus
- AMSC Campus
- Downtown Campus
- Downtown Campus
- Woodbridge Campus
- Providence Campus
- Wall Street Campus
- Arlington Campus
- Wolfson Campus (through Jan 2021)
- Center City Campus (through Jan 2021)
- San Francisco Campus
- Facebook Campus
- Silicon Valley Campus
- Central City Campus
- Midtown Campus
- Manassas Campus
- HCCC Campus
- SCC Campus
Hands-on Experience: Example Internship Companies
Hands-on Experience: Example Internship Companies
Business Fundamentals
Year Up's Business Fundamentals specialty builds broad skills in business, and trains towards proficiency in topics such as customer service, project management, personal finance, data analysis, public speaking, marketing, accounting, and business ethics/law. Training include basics of business including business functions, tools and processes; project management concepts, techniques and roles; budgeting, personal finance and analyzing financial data; and customer service topics, including problem-solving, active listening and de-escalation.
Skills Development at a Glance: What Students Learn
- Understand planning and implementation of new or revised programs, procedures, and organization practices
- Compile, organize and create correspondence, forms, and reports
- Analyze and interpret data, information and situations
- Perform research and compile information related to business needs
- Utilize business object reports and data feeds to ensure proper postings of information
- Prepare statistical tables, charts and reports, workflow charts, staffing patterns, and organizational charts
- Build skills in customer service, project management, personal finance, data analysis, business ethics, or introductory accounting (dependent on market)
Specialty Training Focus Areas:
- Business Fundamentals
- Business Operations
- Year Up’s Standard Training
Students may also take a number of introductory courses to build skills in a broad area, such as:
- Introduction to Project Management
- Introduction to Customer Service
- Personal Finance
Training at Work: Typical Job Tasks
- Complete administrative tasks that aid daily operations of an organization
- Help a team complete a project within its scope, schedule, and budget
- Evaluate business processes and identify areas for increased efficiency
- Provide research and clerical support to underwriters, to determine if a client qualifies for insurance policies, loans, or other financial services
Path to a Career: Training-Enabled Role Pathways
- Operations Assistant
- Human Resources Coordinator
- Administrative Coordinator
- Collections
- Loan Processing
Example Roles Filled by Graduates:
- Operations Support Associate
- Business Office Project Analyst
- Underwriting Assistant
- Client Service Support
Locations Currently Offering This Training Specialty:
Hands-on Experience: Example Internship Companies
Hands-on Experience: Example Internship Companies
Welcome to South Florida - North Campus (through Jan 2021)
Explore location-specific training specialties, career tracks, start dates, internship partners, and more.
Location Update:
Current students in our January 2021 graduating class will be the last cohort hosted by Miami Dade College. We will continue to serve South Florida with a new, technology-enabled program design that will be offering the below training specialties (More information coming soon!) If you’re interested in learning more, fill out an interest form HERE. Thank you to MDC for eight years of partnership.
Information Technology
Desktop Support
Learn how to support hardware, operating systems, and network devices, and provide first-level contact and service to customer issues.
Business Operations
Learn core business skills to aid daily operations of an organization, increase efficiency, and enable optimization of business processes.
Still curious?
Discover more about what you can gain
from each training specialty.
Want other options?
These nearby Year Up campuses may offer training in a specialty that interests you even more.