MIS
DIVISION
Course Syllabus
DPT182 – Help Desk Technology
Instructor: Douglas Newton , M. Ed. Email: dnewton@trenholmtech.cc.al.us
Office: B111A Telephone – 420-4353
Office Hours –: Posted on office door
Class Days, Hours
& Room: TBA Room:
MCSE Lab
Semester Credit Hours - 3 Contact Hours – 5 Prerequisite – Must be within 12 hours of Graduation
Resources to be Provided by the
Student:
Text:
A Guide to Computer User Support for Help
Desk & Support Specialists, Second Edition, ISBN: 0-619-03363-0
Other:
Valid Email Account
Course Description:
This
course is designed as an online guided, self study overview of many of the
topics relevant to working at a help desk. The primary objective of this course
is to provide in-depth coverage of the soft skills that you will need to
succeed in the help desk industry. This is not a course that concentrates on
your technical computer skills. You are required to become actively engaged, at
least three hours per week, in studying the topics listed in the course text,
website and syllabus.
Web Site
The
primary website for the course is vopmail.trenholmtech.cc.al.us/moodle.
Supplementary information for the course is available at www.wowworx.com/helpdesk.htm. The websites contain PowerPoint
slides, class announcements, Quizzes, the course syllabus,
test dates, and other information for the course. You must check the class primary website at least once per week.
E-Mail
All
students are required to obtain an e-mail account. If you have any questions
about the course or need assistance, please contact me in person or by
telephone during office hours; or by e-mail at any time. Also, you must submit
the chapter assignments and or Quizzes to me on the due date with a time stamp
of no later than
Chapter Tests
The Chapter
tests are to be taken remotely and as such you must submit the Quizzes to me on
the due date with a time stamp of no later than 11:30 P.M. on the due date. See
dates below for submission.
Class Procedure:
- You are responsible for being
extremely familiar with the Student Handbook 2003-2004, available
free in Student Services. The
Student Dress Requirements are found on page SH-15. The policy for phones and beepers is
located on page SH-17. The
Disability and Sexual Harassment Policies are found on page SH20-21 and
The College Acceptable Use Policy for the Internet is located on page
SH-21. The College Attendance
Policy will be strictly observed and can be found on page SH-32.
- According to the college
attendance policy (see college catalog), students must demonstrate a
minimum level of participation to receive college credit for a
course. For online
courses, this means attending the course orientation and weekly
log-ins to the course website.
Failure to log in for any three weeks (consecutive or not)
will result in withdrawal from the course.
If a student officially withdraws or is withdrawn (breaks
the participation policy) prior to
3.
All class assignments are due on the specified date. Because the class is completely laid out in
advance late assignments will not be accepted unless you have grave circumstances.
4.
All printed assignments are to be turned in, in the following
manner: assignments (in order),
coversheet (should include: your name, class name, day & time, due date and
assignment) and stapled in the upper left corner. For email submissions: subject line should
state, Your First and Last Name and Assignment Title; the body of the email
should state Your Name, Date, Assignment Title, Assignment Sub-category (ex.,
A-1 or B-1) and appropriate question numbers and answers only.
5.
Students are expected to take all tests on scheduled dates.
It is your responsibility to make an appointment with the Instructor to take a
make-up exam on the appropriate make-up date.
6.
Students are responsible for the study of all assigned
topics in the class. Students are
encouraged to bring to the instructor any unresolved problems.
7.
Students must participate in the online chat discussions as
listed on the course’s primary website. You must not use vulgar or profane
language or belittle another person.
8.
It is the responsibility of the student to complete
satisfactorily all assignments. Students
are encouraged to spend at least six (6) hours per week reading the textbook
and using the computer.
NOTE:
The
instructor reserves the right to supplement, withdraw, or otherwise change the
syllabus to meet changing circumstances.
Students will be advised (posted on website) as to any changes.
Students
who are not succeeding in the class are encouraged to meet with the instructor
early in the term to review performance and requirements. If you feel that you need assistance,
accommodations, or tutoring, please see Student Support Services in E102I.
Evaluation And Minimum Standards:
There will be chapter Quiz for
each chapter and a final test covering all chapters. The quizzes and final are posted
online to the class’ primary website. So, check the website at the middle of
each week. If you don’t turn in the quiz
by the published date you will not be given a make-up quiz. A make-up mid-term
will be taken within one week of its scheduled date or a grade of zero will be
recorded. It is the student’s responsibility to schedule the make-up test.
Grading Scale:
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Chapter Quizzes
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65%
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13 at 100 pts. ea.
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A = 90-100 B = 80-89 C = 70-79 D = 60-69 F = Less
than 60 |
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Final (Comprehensive) |
25%
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1 at 100 pts.
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Pop Quizzes |
10%
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2 at 100 pts. ea.
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Total |
100%
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Disability Policy:
H. Councill Trenholm State Technical College complies with
the provisions of the Americans with Disabilities Act (ADA) of 1990, which
makes it illegal to discriminate against individuals with disabilities in
employment, public accommodations, public services, transportation, and
telecommunications.
It is the policy of H. Councill
Trenholm State Technical College to provide special assistance and
accommodations to those students who require assistance in testing, course and
program planning, and registration. If
you have any type of disability that may require accommodations to succeed in
this course or this program, it is your responsibility to inform your
instructor and/or the ADA Coordinator so that you and he or she can plan for
such accommodations. You may inform your
instructor after class, or you may contact the
Patterson Campus:
Trenholm Campus:
Angela Sharpe, Building E, Room 101D, (334) 420-4334
Sexual Harassment Policy:
H. Councill Trenholm State Technical College affirms
its commitment to ensuring an environment for all employees and students which
is fair, humane, and respectful.
Therefore, the College will not tolerate any verbal or physical conduct
that constitutes sexual harassment of any employee or student.
Such behaviors are prohibited by
Federal regulations, which state:
“Harassment
on the basis of sex is a violation of Section 703 of Title VII. Unwelcome sexual advances, requests for
sexual behaviors, and other verbal or physical conduct of a sexual nature
constitute sexual harassments when (1) submission to such conduct is made
either explicitly or implicitly a term or condition of an individual’s employment,
(2) submission to or rejection of such conduct by an individual is used as the
basis for employment decisions affecting such individual, or (3) such conduct
has the purpose or effect of substantially interfering with an individual’s
work performance or creating an intimidating, hostile, or offensive working
environment.”
H. Councill
Trenholm State Technical College deplores such conduct as an abuse of
authority, and thus it is an official institutional policy that sexual
harassment of employees and/or students will not be tolerated. The College accepts the proposition that
sexual harassment, like any civil rights violation, generates a harmful
environment. The administration of the
College will act positively to investigate alleged harassment and to affect
remedy when an allegation is determined to be valid.
Complaints
about sexual harassment should be registered in the office of the Title IX
Coordinator on your campus.
Patterson Campus:
Martha Arrington, Building C, Room 104, (334) 420-4292
Trenholm Campus:
Cecile Mathews, Building J, Room 101A, (334) 420-4427
Academic Dishonesty Policy:
The primary goal of H.
Councill Trenholm State Technical College is the promotion of an atmosphere
conducive to studying and learning.
Those conditions and actions that encourage scholarship are applauded;
those conditions and actions that deter or discourage intellectual growth and
development are deplored. Therefore,
‘Academic Dishonesty’ is defined as follows:
1. Cheating on an exercise, test, problem, practice or
examination submitted by a student to meet course requirements. Cheating includes, but is not limited to: the
use of unauthorized aids (such as crib sheets, written materials, drawing,
etc.); copying from another student’s work; soliciting, giving and/or receiving
unauthorized aid orally or in writing; or similar action contrary to the
principles of academic honesty.
2.
Plagiarism on an
assigned paper, theme, report or other material submitted to meet course
requirements. Plagiarism is the act of using,
in one’s own work, the work of another without indicating that source.
3.
Use of tests or
papers prepared by commercial or non-commercial agents and submitted as a
student’s own work.
Charges of academic dishonesty made against a student
by a faculty member must follow the principles of due process. Faculty members must bring charges against a
student in writing. A faculty member shall not give the grade ‘F’ or any
punitive punishment for academic dishonesty unless guilt is established through
the due process procedure.
CALENDAR FOR FALL SEMESTER 2003
COURSE: Help Desk Technology
Instructor: Mr.
All assignments are due by
Week 1 Ending
August 28
- Orientation, Add/Drop
Week 2
Ending September 4
- Chapter 1
Week 3
Ending September 11
- Chapters 2
Week 4
Ending September 18
- Chapters 3
Week 5
Ending September 25
- Chapters 4
Week 6
Ending October 2
- Chapter 5
Week 7
Ending October 9
- Chapter 6
Week 8
Ending October 16
- Chapters 7
Week 9
Ending October 23
- Chapter 8
Week 10
Ending October 30
- Chapter 9
Week 11 Ending November 6
- Chapter 10
Week 12 Ending November 13
- Chapter 11
Week 13 Ending November 20
- Chapter 12
Week 14 Ending November 27
- Thanksgiving Holidays
Week 15 Ending December 4
- Chapter 13
Week 16 Ending December 11
- Start Final Exam
Week 17 Ending December 16 This is
a Tuesday
- Final Exam Due
STATEMENT
OF RECEIPT BY STUDENT
I verify that my
instructor has provided me with a copy of the syllabus for this course. I verify that I have been advised of the
course content and course requirements; Additionally, I verify that I have read
the course participation, disability, sexual harassment, and academic
dishonesty policies.
Student’s Name (please print legibly) Course Number/
Course Name
Student’s Signature Date
Student’s Email Address Student’s
Phone Number
STATEMENT
OF RECEIPT BY STUDENT
I verify that my
instructor has provided me with a copy of the syllabus for this course. I verify that I have been advised of the
course content and course requirements; Additionally, I verify that I have read
the course participation, disability, sexual harassment, and academic
dishonesty policies.
Student’s Name (please print legibly) Course Number/
Course Name
Student’s Signature Date
Student’s Email
Address Student’s
Phone Number