Program Title:

Master Information Systems Support Specialist

Duration:

Approximately 12 weeks (flexible pacing; each module could be 1-2 weeks depending on student availability)

Format:

100% online (asynchronous lectures, readings, activities, and live or recorded Q&A sessions)

Target Audience:

Aspiring IT support specialists, help desk technicians, system administrators, and anyone seeking to enhance their skills in troubleshooting, maintaining, and supporting information systems and networks.

Program Outcomes:

Upon completion, learners will be able to:

• Understand and implement best practices in IT support and systems troubleshooting.

• Diagnose and resolve hardware, software, and network issues effectively.

• Manage and maintain operating systems, databases, and enterprise applications.

• Utilize key IT support tools (e.g., remote desktop software, ticketing systems, monitoring tools) to ensure system uptime and performance.

• Secure information systems by applying principles of network security and data protection.

• Develop and document standard operating procedures and support protocols.

• Demonstrate strong customer service and communication skills while handling technical inquiries and support requests.

Course Structure

The program is divided into 12 modules. Each module includes:

• Video Lectures: Short, engaging lessons delivered by industry experts in IT support.

• Readings & Reference Materials: Curated articles, e-books, and official documentation covering industry standards and best practices.

• Case Studies & Real-World Scenarios: Practical examples that illustrate common IT support challenges and solutions.

• Interactive Activities & Quizzes: Hands-on labs and self-assessments to reinforce learned concepts.

• Assignments: Practical tasks simulating real-world troubleshooting and support scenarios.

• Discussion Forums: For peer interaction, Q&A, and knowledge sharing.

Detailed Module Breakdown

Module 1: Introduction to Information Systems Support

Objective: Gain an overview of the role and responsibilities of an IT support specialist.
Topics Covered: Overview of IT support; roles in help desk and system administration; common IT challenges; introduction to IT service management frameworks (ITIL).
Activities & Assessments: Introductory quiz; discussion forum on personal experiences with tech support.

Module 2: Hardware Fundamentals & Troubleshooting

Objective: Understand the basics of computer hardware and troubleshooting techniques.
Topics Covered: Components of a computer system, peripherals, hardware diagnostics, repair, and maintenance best practices.
Activities & Assessments: Hands-on lab simulating hardware diagnostics; assignment on common hardware issues.

Module 3: Operating Systems & Software Support

Objective: Develop proficiency in supporting and troubleshooting major operating systems.
Topics Covered: Windows, macOS, and Linux fundamentals; installation, configuration, and troubleshooting; patch management and updates.
Activities & Assessments: Practical exercises in virtual environments; quiz on OS troubleshooting.

Module 4: Networking Essentials

Objective: Learn the fundamentals of computer networks and common networking issues.
Topics Covered: Network types, protocols, IP addressing, routing, switching, troubleshooting connectivity issues, and using diagnostic tools (ping, traceroute).
Activities & Assessments: Lab exercises on network configuration; interactive quiz on networking concepts.

Module 5: Security & Data Protection

Objective: Understand the principles of network security and protecting data.
Topics Covered: Cybersecurity basics, firewalls, antivirus and malware protection, encryption, and best practices for data backup and recovery.
Activities & Assessments: Case study on security breach response; hands-on lab with security tools.

Module 6: IT Service Management & Ticketing Systems

Objective: Learn the fundamentals of IT service management and how to use ticketing systems effectively.
Topics Covered: ITIL framework, service desk operations, incident and problem management, common ticketing systems (e.g., ServiceNow, Zendesk).
Activities & Assessments: Simulation of ticket resolution; assignment to design a basic service management workflow.

Module 7: Remote Support & Monitoring Tools

Objective: Master the use of remote support and monitoring tools to manage distributed systems.
Topics Covered: Remote desktop support, remote troubleshooting techniques, system monitoring tools, and performance analysis.
Activities & Assessments: Lab exercise using remote support software; quiz on remote troubleshooting best practices.

Module 8: Database & Application Support

Objective: Gain basic knowledge of supporting enterprise applications and databases.
Topics Covered: Fundamentals of databases (SQL, NoSQL), basic administration, common application issues, and troubleshooting software errors.
Activities & Assessments: Hands-on lab in a controlled database environment; assignment on application support scenarios.

Module 9: Cloud Computing & Virtualization

Objective: Understand cloud computing models and virtualization as they pertain to IT support.
Topics Covered: Overview of cloud services (IaaS, PaaS, SaaS), virtualization platforms (VMware, Hyper-V), and supporting cloud-based environments.
Activities & Assessments: Lab exercise on setting up and troubleshooting virtual machines; quiz on cloud computing basics.

Module 10: Customer Service & Communication Skills

Objective: Enhance communication and customer service skills crucial for IT support roles.
Topics Covered: Effective communication strategies, active listening, conflict resolution, handling technical queries, and writing clear support documentation.
Activities & Assessments: Role-playing scenarios; assignment to draft a support ticket response.

Module 11: Documentation & Standard Operating Procedures

Objective: Learn how to create effective documentation and standard operating procedures (SOPs) for IT support.
Topics Covered: Best practices for documentation, writing clear SOPs, maintaining knowledge bases, and using documentation tools.
Activities & Assessments: Exercise on drafting a technical guide; peer review in discussion forum.

Module 12: Capstone Project & Professional Development

Objective: Apply the skills learned throughout the course to develop a comprehensive IT support strategy for a simulated enterprise.
Topics Covered: Integration of troubleshooting, customer service, security, and system management practices into a cohesive support plan; professional development in IT support careers.
Activities & Assessments: Capstone project presentation; self-reflection and career planning discussion.

Certificate

Industry Recognized Certificate of Completion

Teacher

Sophia Martin