Adair County College and Career Readiness Standards 1 Course: Help Desk. Help Desk

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1 Adair County College and Career Readiness s 1 From page 14 of the Information Technology Program of Studies. Help Desk Course Description: Students will learn networking concepts, computer support services, industry recognized certification training, advanced web design, and career exploration while organizing a student run Technology Help Desk. Prerequisites: Computer Support Essentials Academic Expectations Content/Process 1.16,2.1,2.3,3.1, ,2.37,3.7,5.1,5.5,6.2, ,4.1, ,2.2,2.37,3.3,5.1, ,1.3,2.3, ,1.12,2.37,3.1, , ,6.2, ,1.4, ,1.2,1.16,2.37, ,2.37, ,1.16,5.2, ,2.37,4.1, ,3. 3.5, ,3.3, ,2.3,3.4, , , , ,3.7, ,1.16, ,3.7 Students will demonstrate how to: Administer student domain of school network. Diagnose and repair technological devices. Communicate technical repair procedures to other students and superiors. Analyze trends such as repeated problems with the same computer or user. Install and configure new hardware and upgrades. Operate Technology Help Desk. Demonstrate appropriate telephone etiquette. Access computer database and/or technological manual to present an informal response to help requests. Develop and update a technical manual of common repairs. Develop and update a website of site licensed software and drivers. Process warranty calls. Train teachers and students to use technology. Train technicians. Demonstrate employability and social skills relative to the career cluster. Prepare for industry recognized certification testing. Set up, monitor and maintain a computer network. Troubleshoot networking problems. Examine proxy logs to monitor and ensure adherence to district Acceptable Use Policy. Administer student accounts. Calculate subnet masks and IP ranges for networks. Summarize and explain the different layers of the OSI Model. Develop personal projects that solve a school or district problem. Prepare a career portfolio. Research developing technology and analyze the impact of this on their own careers and update transitional plan. Connections STLP and related Career & Technical Student Organizations Secretary s Commission on Achieving Necessary Skills (SCANS) National s Nationally Recognized Industry s and Certifications, such as A+, Net+, i net+, Server+, etc.

2 Adair County College and Career Readiness s 2 Domain: Acceptable Use Policy Review of the AUP with students required by district guidelines. (1, 2, 3) Configure a computer to access a Local Area Network. (1,2, 3) Acceptable Use Policy Overview 1. Explain the purpose of an AUP. 2. Justify the use of a proxy server in a school or workplace. 3. Understand the importance of copyright laws. 1 Type of Assessment: Project Cooperative activity Summative (for learning) Descriptive

3 Adair County College and Career Readiness s 3 Domain: E mail Set up an profile and send an with an attachment. E mail Overview 1. Identify the major parts of an e mail message. 2. Explain the importance of voice, word choice, grammar, and spelling in e mails. Creating E mails Effectively 3. Use design elements to make e mails easy to read. 4. Set up an e mail profile and send and e mail. 1 1 Type of Assessment: Project Cooperative activity Summative (for learning) Descriptive

4 Adair County College and Career Readiness s 4 Domain: Help Desk Operations Administer student domain of school network. Diagnose and repair technological devices. Communicate technical repair procedures to other students and superiors. Analyze trends such as repeated problems with the same computer or user. Install and configure new hardware and upgrades. Operate Technology Help Desk. Demonstrate appropriate telephone etiquette. Access computer database and/or technological manual to present an informal response to help requests. Develop and update a technical manual of common repairs. Develop and update a website of sitelicensed software and drivers. Process warranty calls. Train teachers and students to use technology. Train technicians. Demonstrate employability and social skills relative to the career cluster. Prepare for industry recognized certification testing. Set up, monitor and maintain a computer network. Troubleshoot networking problems. Examine proxy logs to monitor and ensure adherence to district Acceptable Use Policy. Networking 1. Identify and repair networking problems. 2. Make a network cable. 3. Understand subnet masking. PC Repair 1. Diagnose hardware and software problems. 2. Install hardware components. 3. Complete software upgrades. Help Desk Procedures 1. Place warranty calls. 2. Understand procedures for documenting work orders. 3. Train fellow classmates to complete repairs. 4. Train teachers/staff to use new technologies. Throughout the Trimester Type of Assessment: Project Cooperative activity Summative (for learning) Descriptive

5 Adair County College and Career Readiness s 5 Administer student accounts. Calculate subnet masks and IP ranges for networks. Summarize and explain the different layers of the OSI Model. Develop personal projects that solve a school or district problem. Prepare a career portfolio. Research developing technology and analyze the impact of this on their own careers and update transitional plan.

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