I. General Information

1. Course Title:
IT Documentation and Support

2. Course Prefix & Number:
COMP 1128

3. Course Credits and Contact Hours:

Credits: 3

Lecture Hours: 3

4. Course Description:

IT Documentation and Support will prepare students to better understand the overall concepts of IT Support in relation to ticketing systems, IT support levels, and IT policies found in businesses today. Career Preparation: The studies in this course will help students prepare for careers in fields such as Service Desk Analyst, Data Support Technician, Help Desk Tech, Desktop Support Administrator, Technical Support Specialist, End User Computing Technician, Field Service Technician, Help Desk Technician, Associate Network Engineer & System Support Specialist.

5. Placement Tests Required:

Accuplacer (specify test):

No placement tests required

Score:

6. Prerequisite Courses:

There are no prerequisites for this course.

9. Co-requisite Courses:

There are no corequisites for this course.

II. Transfer and Articulation

3. Prior Learning - the following prior learning methods are acceptable for this course:

• Military Experience
• Written
• Oral
• Demonstration
• Portfolio

III. Course Purpose

1. Program-Applicable Courses – This course is required for the following program(s):

Computer Information Technology, AAS
Computer IT Security & Networking, AAS
Computer Information Technology, Diploma
Computer IT Networking & Security, Diploma
Computer CompTIA IT Core, Certificate

IV. Learning Outcomes

1. College-Wide Outcomes

College-Wide Outcomes/Competencies	Students will be able to:
Demonstrate written communication skills	Apply effective writing and communication skills in the creation and successful deployment of various IT polices.
Analyze and follow a sequence of operations	Follow compliance standards in relation to IT systems to maintain confidentiality, integrity and availability.

2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of the course:

• Compare IT Support Tiers I, II and III;
• Compare and contrast onsite and remote IT support;
• Relate the need and purpose for IT ticketing systems;
• Prioritize IT issues effectively in a business environment;
• Interpret and develop IT documentation and policies;
• Summarize and complete the incident handling and response process;
• Understand vendor-based support, learning and solutions;
• Paraphrase and formulate basic disaster recovery plans; and
• Interpret and complete basic business continuity plans.

V. Topical Outline

Listed below are major areas of content typically covered in this course.

1. Lecture Sessions

1. IT Support Tiers
• Remote/On-Site
• Escalation
• Strategy
• Customer Service
• Trouble Shooting
• Critical Thinking
• IT Ticketing Systems
2. IT Polices
• Acceptable Use
• Password Policy
• Security Training and Awareness
• Change Management
• Social Media Policy
• Data Retention Policy
• Third Party Vendor
• Remote Access
3. Incident Handling and Response
• Preparation
• Identification
• Containment
• Eradication
• Recover
• Post-Incident
4. Disaster Recovery
• Risk assessments
• Evaluate critical needs
• Set disaster recovery plan objectives
• Collect data and create the written document
• Test and revise
5. Business Continuity Plans
• Selecting appropriate staff
• Ensure safety
• Understanding risks
• Implement recovery
• Test and revise