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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

Customer Service

Year Up's Customer Service specialty addresses training requirements in customer service, Customer Relationship Management (CRM) system use, and professional written and verbal communications with practical skills in communication and customer service. Training includes 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; and utilizing Outlook to engage clients, communicate with them, and manage customer interactions.

Skills Development at a Glance: What Students Learn

  • Communicate effectively and build rapport during phone, in-person, & written customer interactions
  • Handle objections and respond to challenging customer behaviors, with resilience to bounce back & ensure high quality customer experience
  • Leverage call scripts and common call-handling techniques
  • How to multitask during in-person or call center customer interactions to interact with a customer, take effective notes, and perform transactions at the same time
  • Problem solving, effective inquiry and research to understand a customer’s needs, motivations, and challenges and translate customer needs into possible solutions
  • Identify and effectively communicate solutions to satisfy customer requests, including educating customers on self-serve platforms like websites, mobile apps, and other customer-facing resources
  • Identify situations requiring escalation and refer customers to appropriately trained personnel in a timely manner, using judgement and escalation protocols
  • Leverage Customer Relationship Management (CRM) system to input and update customer information
  • Utilize strategies to meet and maintain customer service team goals and KPI’s, including managing the pressure of a metrics-driven work environment

Specialty Training Focus Areas:

  • Customer Service
  • Customer Service Practicum
  • CRM Systems
  • Email Communication
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Update daily fund pricing
  • Monitor fund cash and custody activity and prepare fund reports
  • Take in and execute operational requests from clients
  • Process wires and trades
  • Monitor to identify causes of breaks between systems
  • Analyze data relating to business processes
  • Communicate business process improvement requirements to a technology team
  • Assist wealth managers with trust operations

Path to a Career: Training-Enabled Role Pathways

  • Loan/Financial Products Servicing
  • Insurance Customer Service/Claims Support
  • Patient Services
  • Product Support
  • Consumer Fraud Support

Example Roles Filled by Graduates:

  • Customer Support Specialist
  • Patient Services Representative
  • Insurance Claims Support Representative
  • Consumer Fraud Support Representative
  • Loan Servicing Specialist

Locations Currently Offering This Training Specialty:

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Business Operations

Project Management Support

Year Up's Project Management Support specialty trains towards foundational skills in business and project management. Students learn the basics of business including business functions, tools and processes; project management concepts, techniques and roles, and the use of frameworks and processes including building project charters, work breakdown structures, project scheduling, project budgeting, building marketing plans, HR management plans, risk management plans, and doing stakeholder analysis, competitor analysis, and projected revenue analysis with the help of tools such as Microsoft Project and Excel.

Skills Development at a Glance: What Students Learn

  • Key tools (Gantt charts, Microsoft Project) and methodologies (Agile, Scrum)
  • Basic concepts and common methods of project management: the ten project knowledge areas and the five phases of the project management lifecycle
  • The interplay between the triple constraint (scope, time, cost) in the Project Management Plan
  • Project selection criteria and project evaluation methods (cost-benefit analysis, feasibility study)
  • Strategies for planning a project: developing a work breakdown structure (WBS) and timeline, calculating task estimates, managing task dependencies, tracking progress, identifying/managing risks, and defining/measuring goals
  • Common communication artifacts and tools for executing a project: project plan, statement of work (SOW), status reports, & meeting notes
  • Define and measure the goals of the project relative to the intended project outcomes

Specialty Training Focus Areas:

  • Project Management Support
  • Business Fundamentals
  • Business Operations
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Help prepare project proposals, time-frames, schedule, and budget
  • Act as key contact and communicate project status to participants
  • Support Project Manager in the successful planning and execution of a project

Path to a Career: Training-Enabled Role Pathways

  • Project Support

Example Roles Filled by Graduates:

  • Project Support Analyst
  • Junior Project Analyst
  • Business Controls Specialist
  • Project Coordinator
  • Administrative Associate
  • Administrative Coordinator

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

Fall 2020 Training

We focus our career training to meet the needs of our local partners.  Below are the training specialties currently offered at this campus.

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 effectively and confidently engage customers by phone, in-person, or in writing, assess customer needs, and provide solutions. 

Business Operations

Learn project management tools and concepts, and how to prepare project proposals, execute projects, and measure project outcomes.

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.

38.58 mi.
41.10 mi.
50.18 mi.

Local leadership

George Nippo

Site Director, Providence Campus