Florida Community College Summer Course Syllabus

 

                                   CIS 2401 Helpdesk  Support

 

Instructor: Professor Norval Bell

Contact Information:

Office Location: Online
Office Hours: Online – Wednesdays 7:30 - 8:00 pm
Telephone: (904) 519-5645
Email: nbell@fccj.edu
Web site: http://web.fccj.edu/~nbell
Program Manager Contact Information:  Janice Hall - jhall@fccj.edu

- North Campus - Room A-146 - Phone: (904) 766-6705

Catalog Course Description:
This course will present a host of skills critical to the success of an integrated systems or end user support specialist.  They will include evaluating software and hardware, resolving computer security issues, developing disaster preparedness plans, writing Request For Proposals (RFPs), networking non-computer hardware, integrating telephone systems, voicemail systems and reprographic systems, and ergonomics
4 credit hours

Prerequisite:  At least one of the following: CGS 1060 or CGS 1570 or CGS 1100

Objectives: 

  1. Identify the skills and techniques used by support personnel.

  2. Utilize software, research, and skills to handle end user support problems.

  3. Identify the functions and operating procedures of a support department.

  4. Perform software application product evaluations.

  5. Identify the components of an Request For Proposal (RFP).

  6. Identify the processes required for training end user training.

  7. Identify the procedures used in facility management.

Instructional Materials Needed:

Software:

  1. Access to a Computer with Netscape, Microsoft Internet Explorer Browser, or Foxfire:  The current versions can be downloaded at the following url’s: http://www.netscape.com/; http://www.microsoft.com/; and http://www.mozilla.com/ .

 

  1. Current Anti-Virus program: You must have an up-to-date virus checking program on your computer; because you will be uploading and downloading files, emails and documents from various resources, and will be open to outside attacks.  If you were to become infected via virus, malware, bots (ect;), the potential to infect other machines is relevant, and we can’t have that.

  2. Several good programs are available at any local computer store or on the Internet.  Be sure to select a program that provides free continuous updates, such as Norton AntiVirus.  To learn more about computer viruses visit the AntiVirus Research Center at http://www.sarc.com/.

  3. Microsoft Word,  Microsoft Excel, and/or Microsoft Access will be needed to complete some of the assignments.  
     

Textbook: 

A guide to Computer User Support for Help Desk and Support Specialists, 3rd Edition ISBN 0619215100 by Fred Beisse.  Published by Course Technology.  Available at the College's book store, E-Follett online at http://www.efollett.com/ or other book vendors.

If you have difficulty finding this textbook at the College's book stores call Janice Hall Program Manager at North Campus (904) 766-6705.  Books should be available at North Campus.

Shortage:  You may use your own computer's hard drive for storing student data files and the files you create.  If you will be working from other computers you will need some type of external storage to save your files (check with the owner of the computer you intend to use for what type of storage to use).

Student Attendance:
Attendance is required for successful completion of this course.  An on-line class is different from an on campus class only in the way you attend class. On campus you would arrive one or two times a week, sit through a lecture, do some lab assignments and then go home. You would schedule additional time during the week to go back to the campus to do your lab homework assignments.

In an on-line class you are not required to sit in a classroom; instead, you schedule your class and additional homework time around your personal schedule. You must still put in the same amount of time each week, but when you do it is up to you. All of your class lectures, assignments, and instructions are located at our course Web site.

Your attendance in an online class consists of corresponding with the instructor and other class members, posting and replying to the Bulletin Board, and submitting assignments on time.  All of our work for this course will be done online, no on campus meetings are required.  There is no required time to access our course Web site. You are required to check into the course site at least two to three times a week to check for class updates and other notices.

If you have not contacted the instructor/signed into class by the end of the first week of class you will automatically be dropped from the course as a "no show."  If you decide to no longer attend class, it is your responsibility to officially withdraw from the course (see FCCJ Grade Policy in the current college catalog at http://www.fccj.org/resources/catalogs/ .  If you have a problem, do not wait until the last minute to contact me. You will find the drop and withdraw dates in the current college catalog. Students not completing the class and not officially dropping or withdrawing from the class will receive an F for the course.

Course Requirements and Course Policies:
You are responsible for meeting all course requirements and all course policies.

Class Participation:
Class participation will be based on the student’s participation in the Discussion Board or Bulletin Board discussion forums, logging into the class on a regular basis, reading and responding to your class mail, and submitting assignments on time.

Lecture and Assignment Schedule:
It is important for you to follow the schedule listed in your course calendar for submitting assignments. All assignments are due on the date indicated on the class calendar; late assignments will not be accepted.

Orientation:
You must read the online orientation before beginning the course. It represents our first class meeting where we will discuss information about the class environment, and it will guide you through each aspect of completing this online course. This must be completed during the first week of the term.

Announcements:
You are responsible for any announcements, changes, additions, or deletions made by the instructor and posted.  These class issues will be posted on the Discussion Board, Bulletin Board, or will be sent via class mail, in an effort to keep the students up to date with class related issues. It is the student’s responsibility to check postings and class mail at least three times a week.

Grades and Grading:
Grades will be based on a combination of all class work, assignments, and class participation as indicated on the class calendar. (Refer to class calendar for individual assignments and point value.)  All work is due on the date indicated on the Class Calendar, late work will not be accepted.

Grading Scale:
90 - 100% of total available points = A
80 - 89% = B
70 - 79% = C
60 - 69% = D
  0 - 59% = F
No Incomplete grade will be given.

Make-up Policy:
All work is due on the date indicated on the class calendar, late work will not be accepted (this position is firm).  If you encounter a personal problem during the course that can be considered an Excused Absence (death in the family, or medical issue that can be documented) contact me immediately with details.  If you do not contact me immediately I will expect your work to be in on time.

How to be Successful in this course:
Online classes are different from the traditional face-to-face arrangement, your class would meet in a lecture room for four hours per week, and each student spends about eight hours per week outside of class on homework assignments. Try your best not to fall behind in this class; playing catch-up can be pretty problematic.  Online students should be prepared to spend 12 to 15 hours per week on this course since it may be necessary to account for communication delays and hardware problems in addition to the equivalent class time. This course will require more time than a traditional face-to-face arrangement; taking a course online requires both self discipline and time management skills. Your course is set up with a completion schedule, and it is imperative that you adhere to the schedule in order to maintain a steady pace and complete the course successfully.

Helpful Hints:

  • You should review course materials prior to the beginning the course, and throughout the course.

  • Print your course schedule / calendar and follow it closely.

  • When you encounter a difficult problem, post a question on the Discussion Board.

  • Check the Discussion Board everyday; and respond to the questions of other students. Discussing issues also provides another method of learning.

  • Review your notes before taking examinations or turning in assignments.

  • Try not to fall behind, always plan to spend a couple of hours per day for this course, and allow sufficient time to complete your assignments effectively.  

  • Have a backup plan in case your computer or internet access is not working.  Get familiar with alternate resources for computer use incase of emergency. 

 Technical Difficulties:
Plan ahead in case your computer, e-mail or internet access is not working. Any student can also use the FCCJ campus computer labs that are located on each campus.

Additional Information:

Below are some phone numbers, E-mail addresses, and current links you may find helpful.

Academic Integrity:
Students in this class must know, observe, and not compromise the principles of academic integrity. It is not permissible to cheat, to fabricate, or falsify information, to submit the same academic work in more than one course without prior permission, to plagiarize, or to otherwise abuse accepted practices for handling and documenting information. Every student comes to college with the solid understanding that any work turned in must reflect his or her own research and writing, technical skills, and creative abilities. The grade for this course includes the judgment that the student's work is free from academic dishonesty of any type. Violations or infractions will be reported and may lead to failure of the course and other sanctions imposed by the College. Students are bound by the FCCJ Honor Code. Students found cheating on tests or examinations will receive an F grade for the course and procedures for expulsion from the college may also be initiated. Cheating includes (among other things) copying another individual's work (or allowing someone to copy your work), using unauthorized references (cheat sheets or programmed information) on a test or examination, or allowing another individual to take a test or examination for you. For this class, it is permissible to assist classmates in general discussions of computing techniques. General advice and interaction are encouraged. Each person, however, must develop his or her own solutions to the assigned projects, assignments, and tasks. In other words, students may not "work together" on individual graded assignments. Such collaboration constitutes cheating. A student may not use or copy (by any means) another's work (or portions of it) and represent it as his/her own.
See FCCJ's College Catalog http://www.fccj.org/resources/catalogs/ for further information.

http://www1.fccj.edu/rwfrench/1100/1100guidelines_on_academic_dishonest.htm

http://www.fccj.org/resources/catalogs/2002_2003/rules/dueprocessproc.html

Academic dishonesty:  In any form, is expressly prohibited by the rules of the District Board of Trustees of Florida Community College at Jacksonville.

As used herein, academic dishonesty incorporates the following:

a. Cheating which is defined as the giving or taking of any information or material with the intent of wrongfully aiding oneself or another in academic work considered in the determination of a course grade.

b. Plagiarism which is defined as the act of stealing or passing off as one’s own work the words, ideas, or conclusions of another as if the work submitted were the product of one’s own thinking rather than an idea or product derived from another source.

c. Any other form of inappropriate behavior which may include but is not limited to: falsifying records or data; lying; unauthorized copying, tampering, abusing or otherwise unethically using computer or other stored information; and, any other act of misconduct which may reasonably be deemed to be a part of this heading.

d. Any student alleged to have committed any act of academic dishonesty as defined herein, shall be entitled to due process as defined in District Board of Trustees’ Rule 6Hx7-2.18, prior to the administration of disciplinary action including suspension and dismissal.

The following items constitute examples of academic dishonesty:

a. Asking for information from another student during a test situation.

b. Copying answers from another’s paper during a test situation.

c. Knowingly letting someone copy from one’s paper during a test situation.

d. Using sources other than which is permitted by the instructor in a test situation.

e. Copying material exactly or essentially from outside sources while omitting appropriate documentation.

f. Copying or falsifying a report of a laboratory, clinical project, or assignment without doing the required work.

g. Changing answers on a returned, graded test in order to get the grade revised.

h. Substituting for another student, or permitting another person to substitute for one’s self, to take a test.

i. Stealing visual concepts and presenting them as one’s own (e.g., drawing, sketches, diagrams, graphs, maps, etc.)

j. Stealing (copying) of computer programs and presenting them as one’s own. Such stealing includes the use of another student’s program, as obtained from the magnetic media (or interactive terminals) or from cards, print-out paper, and "borrowing" from copyrighted computer programs.

http://www.fccj.edu/resources/catalogs/2007_2008/rights/expectations.html#expectations