Community Purpose
Business Department
Norwalk Community College

 

Business Department

Business Technology

 

 

 Help Desk / Customer Support Specialist
Certificate Program

The need for help desk and customer support specialists has skyrocketed and forecasts indicate the demand will exceed supply for many years to come. Businesses realize that their employees and/or customers need help using computers. Internal help desks for employees, and external help desks for customers, must be staffed by people who are computer savvy and can communicate with others very well. Duties typically involve taking technical calls over the phone, analyzing the problem, and explaining the answer either via phone or in person. These positions often open numerous doors to advancement within an organization.

This certificate program includes computer courses that instill computing confidence and a wide range of experiences and expertise. It also includes courses designed to improve your ability to communicate well. First time college students, those with a degree, or anyone wishing to change careers could benefit from this certificate.

Below is a list of courses required for this certificate or degree program. To print out a checklist of these courses to keep for future reference, click on the year you began your studies at NCC.

For example, if you are a new student, select 2004-2005. However, if you started your studies within this program in previous years, click on the appropriate year since requirements might have changed.

Note: You are only responsible for those course requirements in place at the time you started your studies.

Download Check Sheets:
2000-01 BOT Help Desk Cert
2002-03 BOT Help Desk Cert
2003-04 BOT Help Desk Cert
2004-05 BOT Help Desk Cert
2005-06 BOT Help Desk Cert


 

Required Courses                                                        Semester
                                                                                         Hours
 ENG 101         Composition                                                     3
BBG 210         Business Communication                                   3
CST 141          Computer Hardware                                         3
STA 113          Interpersonal Communication                            3
BOT 111         Keyboarding for Information
                        Processing I                                                      3
BOT 161         Business Practices & Technology*                    3
          or
BOT 265         Excel for Business
BOT 167         Business Computing Concepts                         3
BOT 264         Word for Business                                            3
BOT 267         Access & Crystal Reports for Business            3
BOT 296         Cooperative Work Experience
          or
Business elective (except BBG 114)                                          3
                                                                                     Total  30

 

*Based on the student’s office experience, the BOT 161 course

maybe substituted with BOT 265 Excel for Business.



Program Outcomes

Upon the successful completion of all Help Desk/Customer Support Specialist Certificate requirements, graduates will:

1. Demonstrate competence and confidence using computer hardware and software in a business environment.
2. Demonstrate appropriate skills using Microsoft Word, Excel, PowerPoint, Publisher and Access.
3. Demonstrate appropriate skills using Crystal reports with a variety of database programs, the Windows operating system, and the Internet plus the ability to integrate various applications.
4. Demonstrate speed and accuracy using keyboard skills and the ability to prepare standard types of business communications.
5. Have gained appropriate cooperative education experience in this field