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

Locations Currently Offering This Training Specialty:

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