PCC/ CCOG / CIS

Course Content and Outcome Guide for CIS 225

Course Number:
CIS 225
Course Title:
End User Support
Credit Hours:
4
Lecture Hours:
30
Lecture/Lab Hours:
0
Lab Hours:
30
Special Fee:
$12.00

Course Description

Prepares computer professionals for providing training and support to end users. Includes the roles and responsibilities of the end-user support person; characteristics of the adult learner; and strategies and techniques for developing instruction, teaching technical subject matter, troubleshooting and providing ongoing technical support. Prerequisites: CIS 120 or instructor permission. Audit available.

Addendum to Course Description

Additional lab hours may be required.

Intended Outcomes for the course

On successful completion of this course the student should be able to:

  • Develop and present End User Training
  • Troubleshoot technical issues
  • Actively participate in a help desk environment

Course Activities and Design

This course is presented by means of lecture/discussion sessions, open lab sessions, guest speakers, and audio-visual presentations.

Outcome Assessment Strategies

Assessment will be demonstrated by one or more of the following:

  • In-class examinations over reading and lecture material, classroom discussion and/or lab projects.
  • Proper and timely completion of lab projects, demonstrating effective use of requisite tools.
  • Contributory participation in the classroom discussions. 

Course Content (Themes, Concepts, Issues and Skills)

On successful completion of this course the student should be able to:

  • Provide End-user training and support functions in an organization.
  • Identify issues of concern for the management of the end-user support function.
  • Understand the roles and services of an end-user support specialist.
  • Utilize active listening & troubleshooting skills to provide end-user support
  • Prepare job aids and user documentation.