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Course Description

The Information Technology Help Desk program provides individuals seeking entry level positions in the IT field with a foundational understanding of the Information Technology delivery system, the role of the customer service agent and the tools needed to be a frontline customer-service agent in a help desk setting. Students will explore and practice concepts in customer service, communication, and critical thinking within a 10-week time frame. Individuals will also have the opportunity to apply for an IT Help Desk internship.

Learner Outcomes

Upon successful completion of the course, the student will be able to:

  1. Describe the impact of hospitable service on customer satisfaction and loyalty.
  2. Demonstrate an understanding of how different operating systems function and their unique interfaces.
  3. Explain the meaning and context of technical terms in information technology to end users.
  4. Apply knowledge of computer hardware and its peripherals to identify and label components on diagrams of desktop systems, laptop systems, and network devices.
  5. Explain the functions and roles of individual hardware components in both desktop and laptop systems.
  6. Explain the importance of keeping drivers and firmware up-to-date for system performance.
  7. Explain the role of the processor in managing computational tasks.
  8. Explain the importance of information technology security in protecting data and systems.
  9. Demonstrate active listening skills by summarizing user concerns and seeking confirmation.
  10. Demonstrate effective communication styles through role-playing exercises.
  11. Demonstrate effective problem-solving and resolution techniques through practical exercises.
  12. Demonstrate the ability to recognize opportunities for enhancing customer experiences at each touch point.

Notes

Participants will meet with a Good Jobs Hawaii navigator to review WIOA funding eligibility requirements.

Prerequisites

  • 11th grade reading level or above
  • Keyboarding skills at a minimum of 35 WPM
  • Experience using Microsoft Word and Excel
    • Able to create a document using common formatting.
    • Strong familiarity with ribbon and layout options.
    • Able to use formulas and common functions and effectively format print and view layouts.
  • Prior CompTIA A+ training (certification not required) or co-enrollment in CompTIA A+ Certification prep course.
  • Commitment to participate in internship
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Enroll Now - Select a section to enroll in
Type
Hybrid
Days
M, W
Time
9:00AM to 12:00PM
Dates
Jun 02, 2025 to Aug 04, 2025
Schedule and Location
View Details
Contact Hours
30.0
Location
Delivery Options
Hybrid (Online and In-Person on Oahu)  
Course Fee(s)
Tuition non-credit $1,800.00
CEUs
3 CEUs
Section Notes
This is a 10 week long hybrid class with meetings online and in-person. Classes will alternate between meeting online and in-person every week. Students will meet online (Mondays) for the odd numbered weeks and in-person (Wednesdays) for the even numbered weeks. A mandatory orientation will be held on Wednesday, May 28 at Leeward Community College (time and room number is TBD). A detailed schedule will be distributed at the orientation. There is no certification exam included. There will be opportunities for an IT Help Desk Internship. Expect 1-2 hours of self study per day. Must be able to work independently and collaboratively in teams.
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