Computing Support

Program Overview

This Computing Support program provides students with the skills and knowledge necessary to work in the field of IT support. Students will learn about network management, developing programs, installing hardware and software, managing access, setting up resource sharing, troubleshooting, and computer optimization. Graduates of this program will be prepared for careers as IT support technicians, computer support specialists, helpdesk analysts, network technicians, and network support technicians.

Program Outline

Outline:

Study Topics

Our Computing Support courses include network management, developing programs, installing hardware and software, managing access, setting up resource sharing, troubleshooting, and computer optimization. Click to see a detailed description of each course:

The Occupation and the Training Process

After this module students will be familiar with the nature of the occupation, understand the training process and confirm their career choice. Systems Analysis In this module the student will learn to analyze the architecture and operation of computer systems. First the student will distinguish the internal and external components of computer, analyze data processing and analyze the organization of data in systems. Problem Solving Problem Solving The objective of this module is to allow the student to acquire problem solving methods to address and resolve problems. The student will first define the problem, then examine the problem as well as formulate and test hypotheses concerning the causes of the problem. Finally, the student will choose and apply a solution to resolve the issue. Older Operating Systems The students will learn how to maximize the possibilities available through the usage of older operating systems and learn how to use the basic commands related to the proper functioning of the operating system. To begin, students learn the installation of the operating system as well as being able to adapt the operating system to meet specific needs. It is also in this module that the students will acquire the methods necessary to copy and safeguard information as well as the detection of computer viruses. Finally, students will learn how to optimize their tasks by using batches of programs. Researching Information In this module, the student will learn how to research information. First the student will define the purpose of the research, then select and consult reference materials, extract the information and write up the results of their research. Programming Utility Software In this module, the student will acquire the competencies required to develop a utility program. First, the student will analyze the needs with regard to the development of the utility program, create the algorithm, code the algorithm, using a graphical development environment, test the program and distribute the utility program. Working Relationships Working Relationships In this module, the student will be initiated to interact in various work situations. First, the student will gather information on the nature of professional work situations encountered in computing support, familiarization with service to clients, application of the rules of professional ethics, incorporating teamwork skills, and evaluating their interactions in various work situations. Application Software In this module, the student will exploit the possibilities of popular application software. First, the student will examine the characteristics and particularities of computer programs, installation and how to uninstall software, research and propose procedures for using programs for users in difficulty. The student will be able to automate tasks and customize program interfaces. Recent Operating Systems In this module, the student will exploit the possibilities of operating systems using recent technology. First, the student will install and uninstall operating systems, adapt systems according to specific needs, perform basic operations, protect data and finally automate tasks. Databases This module initiates the student to create and use a database in the context of computing support. First the student will analyze the needs, design the database, process the data, adapt the structure of the database to new needs and document the database. Installation of Workstations In this module the student will learn how to install the hardware and software of a computer. First, the student will plan the work, assemble the hardware components of the computer and connect the peripherals, install the operating systems, install application software, test the results, save the completed work, and finally make recommendations concerning the use of the equipment. Time Management Time Management The objective of this module is to allow the student to acquire the necessary competencies to efficiently manage their time. The students will first cover the principals of time management. They will examine their own scheduling as well as that of other personnel in computing support allowing them to become familiarized with the means and tools used in time management. Overall, the student will recognize the advantages that proper time management can bring and evaluate their own capacity to manage their time efficiently in the context of computing support. Communication in French In this module, the student will learn how to communicate in French in the following context: • Handle requests from clients (in person and on the telephone) • Write documents related to computing support • Request and obtain information from suppliers and manufacturers Networks : Access Management In this module, the student will learn how to manage access to the resources of a network. First, the student will describe the characteristics of the network, plan their work; create accounts and user groups. The students will then test access to the resources; record information on the work completed and will finally inform the clients concerning access to the network. Networks Resource Sharing In this module, the student will learn how to install the shareable resources of a network. First, the student will install the network operating system, install the client software on the workstations, establish communication between components, install shareable resources, ensure data integrity and test the results and record data concerning the work. Telecommunications Facilities Telecommunications Facilities The student will learn how to exploit the possibilities of telecommunications facilities in this module. The students will install hardware and software of telecommunications facilities, manage the distribution and reception of faxes and e-mail, search for information on the electronic highway, create a hypermedia document and use remote control. Career Management In this module, the student will learn how to prepare a career path plan suited to meet their abilities and career goals. Firstly, the student will consider the impact of the technological evolution in this field. Then students will undertake a job search and finally will become aware of the possibility of creating their own business and freelancing. Troubleshooting In this module, the student learns how to restore a defective computer station. The student will analyze the client’s needs, examine the computer, analyze the data on the problem, determine the cause of the problem, correct the problem and finally explain to the client his intervention and perform clear, pertinent, simple recommendations for avoiding the recurrence of the problem. Computer Optimization In this module, the student will learn how to optimize the performance of a computer, how to update hardware and software. First, the student will analyze the client’s needs, then examine the computer, make the change by installing new hardware or update software. Technical Support at a Telephone Help Desk In this module, the student acquires the abilities necessary to work in telephone help desk support and the usage of call management software. First, the student will receive and analyze the request, diagnose the problem, solve the problem, and perform simple recommendation for avoiding recurrence of the problem and ensure the clients satisfaction. Practicum : Technical Support Practicum : Technical Support The objective of this module is to give the student the opportunity to integrate the workplace in computing support. First the student will learn about the organization of the company’s operations in providing service to clients, the equipment and software used as well as services they will provide as trainees and the conditions under which they will provide them. After the primary phase, the student will observe and provide service to clients and finally evaluate their experience in working with clients. Practicum : Service à to clients The objective of this module is to give the student the opportunity to integrate the workplace in computing support. The student will serve clients in a workplace on site or remotely. The student will help solving the client’s problems, using their communication skills, handling stress and review their skills in providing service to clients.

Careers:

Career Outlook

There is good demand for skilled IT support technicians in Montreal. Successful graduates will find career opportunities at: Computer support firms Company IT departments Government agencies Typical job titles in the field of computing support: IT support technician Computer support specialist Helpdesk Analyst Network Technician Network Support Technician Where do Herzing Grads Get Hired? Graduates of Herzing’s Computing Support program have been hired by several top companies in the Montreal area, including: CGI FX Innovation Best Buy IO Solutions Moneris Fujitsu