Portland Community College | Portland, Oregon

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.  (For detailed information, see the Course Content and Outcome Guide ).

To register, you need the CRNs (ex. 22398) of your selected classes.
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Materials are textbooks and other resources for a class. Click the textbooks to see which textbooks you'll need for that class.
CRN Campus / Bldg / Rm Time Days Dates
12232 Web 09-Jan-2017 thru 25-Mar-2017
Instructor: Ira I Erbs
Tuition: credit Fees: $20.00
For information, contact the department at 971-722-4287 or 971-722-4393.

Course details: CRN 12232

Course materials


Find out which textbooks are required for this course.

Proctored exams and activities:

There are no proctored exams and activities.

Other in-person and on-campus activities:

There are no other in-person and on-campus activities.


Software Requirements: Students are required to use word processor software to complete assignments.

Hardware Required: Computer with an internet connection

Instructor comments:

Student Preparation & Technical Skills:

Students should be familiar with Desire2Learn functionality in order to post discussion questions, upload assignments and take tests online.

Students must be able to communicate technical and nontechnical concepts clearly and meaningfully in writing.

Outcome Assessment Strategies

  • Assessment will be demonstrated by one or more of the following:
  • On Line 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 course 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.

Web course information

No show policy
Your instructor can mark you as a "no show" if you do not participate in your class during the first week. This will remove you from the class. It is important to log in as soon as the class starts to see what the participation requirements are.
Web Technical Requirements:
Please be sure to read the quick guide to Distance Education technical requirements.
Students with Disabilities:
Students with disabilities should notify their instructor if accommodations are needed to take this class. For information about technologies that help people with disabilities in taking Web based distance learning classes please visit the Office for Students with Disabilities website.
Web Prerequisite | Start Guide for Online Learning:
Before you take your first online class at PCC, you must complete the start guide for online learning. The start guide will help you decide if online classes are right for you. Once you complete the start guide, you will be eligible to register for online classes. To learn more, go to http://www.pcc.edu/osg