TEC701 - Technical Support for Network Administrators

Subject Title
Technical Support for Network Administrators

Subject Description
Using the technical knowledge that students have gained in previous semesters, students will enhance their ability to function as a network administrator and technician. This subject will show students how important interpersonal skills are in Help Desk effectiveness and will give them a chance to gain or enhance skills involved in communicating, getting and giving good information; handling challenging behaviour and telephone interactions. Students will become more effective problem solvers by learning strategies for identifying and addressing problem causes and by investigating Help Desk tools. This course makes extensive use of role playing in the weekly tutorials and will involve research of Help Desk products. A major project will be part of this course.

Credit Status
1 credit in the CNS/CTY Program.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Assess situations and while addressing the customer's psychological state, resolve their technical problems

2. Demonstrate the ability to work with team members

3. Demonstrate an ability to handle challenging behaviours

4. Troubleshoot and resolve computer problems using effective problem solving skills

5. Demonstrate knowledge and an understanding of available Help Desk tools

6. Differentiate the different roles they play on the Help Desk

7. Design a Help Desk structure including interactions with other areas

8. Demonstrate effective communication skills

9. Demonstrate good questioning techniques

10. Demonstrate good telephone skills

11. Recognize the importance to be proactive in finding the source of problems

12. Explain the most effective ways to manage stress

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on http://library.senecacollege.ca for further information regarding cheating and plagiarism policies and procedures.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.