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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

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.

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. 

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.

197.87 mi.
423.91 mi.

Local leadership

Fred Rosario

Site Director, St. Petersburg College Midtown Campus