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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

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

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

Program Update:

While 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.

New Program Launch

In Fall 2020, Year Up is launching an innovative, accelerated program model in South Florida. Building on Year Up’s 20 years of experience preparing talent for the workforce, this program combines our demonstrated outcomes and best practices with new, flexible online learning opportunities.

Over the course of the program, students will receive hands-on training, real-world corporate access, a work immersion experience, and unparalleled support. At seven months long—five months shorter than Year Up’s traditional model—students will more quickly land a job at a leading company in search of top talent.

The first three months of technical and professional skills training will be part-time and primarily virtual, providing students with increased flexibility to complete their program work. Students will then have the opportunity to immerse themselves in a four-month full-time work experience at a top company.

What Participants Gain: Program Highlights

  • In-person orientation for connecting with colleagues
  • Technical skills that fill the needs of top companies
  • Weekly virtual sessions with a personal Learning Coach to develop professional skills
  • Regular assignments that can be completed on the students’ own schedule within a flexible, virtual environment
  • A paid, four-month immersive work experience with one of Year Up’s corporate partners
  • Tools and experience to build a strong professional network
  • Holistic wraparound support and guidance that empowers students to overcome any barriers
  • Opportunity to gain a full-time job and continue on the path to success

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 core business skills to aid daily operations of an organization, increase efficiency, and enable optimization of business processes. 

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from each training specialty.

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Local leadership

Lucia Angeles

Program Director, Virtual Campus - SFL