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ITN 110 IT Support & Troubleshooting

This course explores installing, configuring, and supporting personal computer hardware and peripherals, and maintaining system performance. Students also learn about the evolving design and operation of personal computer hardware and operating systems. In addition, this course prepares students for related industry certification examinations and applying industry best practices.

Credits

3

Prerequisite

Prerequisite: SSC 100 or concurrent

See Course Syllabus

Course Number and Title:

ITN 110 IT Support & Troubleshooting

Campus Location

  • Georgetown
  • Dover
  • Wilmington

Effective Date

202352

Prerequisites

Prerequisite: SSC 100 or concurrent

Course Credits and Hours

3 credit(s)

2 lecture hours/week

2 lab hours/week

Course Description

This course explores installing, configuring, and supporting personal computer hardware and peripherals, and maintaining system performance. Students also learn about the evolving design and operation of personal computer hardware and operating systems. In addition, this course prepares students for related industry certification examinations and applying industry best practices.

Additional Materials

Access to high-speed Internet

Required Text(s)

Obtain current textbook information by viewing the campus bookstore - https://www.dtcc.edu/bookstores online or visit a campus bookstore. Check your course schedule for the course number and section.

Disclaimer

None

Core Course Performance Objectives (CCPOs)

  1. Identify, install, and configure personal computer (PC) hardware and peripheral devices. (CCC 2, 5, 6; PGC 1, 4)
  2. Describe the “troubleshooting process” and how it applies to IT-related issues. (CCC 2, 6; PGC 1,5)
  3. Utilize proper troubleshooting techniques to attempt to resolve common IT hardware, software, security, and networking issues. (CCC 1, 2, 3, 6; PGC 1, 3)
  4. Install, configure, and administer current leading operating systems for personal computers and virtualization environments. (CCC 2, 3; PGC 1, 2, 3, 5)
  5. Apply workplace practices and procedures, and demonstrate proper communication techniques and professionalism. (CCC 1,4; PGC 4, 5)

See Core Curriculum Competencies and Program Graduate Competencies at the end of the syllabus. CCPOs are linked to every competency they develop.

Measurable Performance Objectives (MPOs)

Upon completion of this course, the student will:

  1. Identify, install, and configure personal computer (PC) hardware and peripheral devices.
    1. Explain the importance of motherboard components, their purpose, and properties.
    2. Configure settings and use BIOS/UEFI tools on a PC.
    3. Compare and contrast various random access memory (RAM) types and their features.
    4. Describe, install, and configure storage devices, and use appropriate media.
    5. Install CPUs, and apply the appropriate cooling methods.
    6. Compare and contrast various PC connection interfaces, power supplies,  and their characteristics/purpose. 
    7. Select the appropriate components for a custom PC configuration for a given scenario.
    8. Compare and contrast types of display devices and their features.
    9. Identify common PC connector types and associated cables.
    10. Install and configure common peripheral devices.
  2. Describe the “troubleshooting process” and how it applies to IT-related issues.
    1. Demonstrate what troubleshooting theory is, and how it relates to IT-specific problems.
    2. Identify common-sense practices when troubleshooting PCs.
    3. Evaluate diagnostic utilities.
    4. Illustrate the importance of triaging issues, and when it is appropriate to escalate problems.
    5. Discuss common troubleshooting tasks in IT.
  3. Utilize proper troubleshooting techniques to attempt to resolve common IT hardware, software, security, and networking issues.
    1. List necessary tools and media necessary to perform proper PC repair.
    2. Describe utilities used to perform software troubleshooting.
    3. Identify common networking hardware.
    4. Identify layers of the OSI model and how they relate to layer-based troubleshooting techniques.
    5. Diagnose basic Security issues and know when to escalate issues when appropriate.
  4. Install, configure, and administer current leading operating systems for personal computers and virtualization environments.
    1. Discuss appropriate practices when preparing to upgrade or install an operating system.
    2. Summarize and compare Windows operating system versions.
    3. Resolve common personal computer operating system issues.
    4. Define common operating system terminology.
  5. Apply workplace practices and procedures, and demonstrate proper communication techniques and professionalism.
    1. Identify best practices for providing documentation to employees and customers.
    2. Describe appropriate practices for change management.
    3. Recognize important communication skills for the workplace.
    4. Reflect on the importance of professionalism.
    5. Interpret and assess sample user concerns.
    6. Execute real-world help desk call(s), including applying IT security policy.

 

Evaluation Criteria/Policies

The grade will be determined using the Delaware Tech grading system:

90-100 = A
80-89 = B
70-79 = C
0-69 = F
Students should refer to the Catalog/Student Handbook for information on the Academic Standing Policy, the Academic Integrity Policy, Student Rights and Responsibilities, and other policies relevant to their academic progress.

Final Course Grade

Calculated using the following weighted average

Evaluation Measure

  

Percentage of final grade

 Unit Exams (4-6, evenly weighted, Summative)

   25%

Live Demonstration (Summative)

   10%

Final Project (Summative)

   20%

Labs (evenly weighted, Formative)

  

25%

Quizzes (4-6, evenly weighted, Formative)

  

10%

Discussions/Synchronous Activities (4-6, evenly weighted, Formative)

  

10%

TOTAL

  

100%

Program Graduate Competencies (PGCs are the competencies every graduate will develop specific to his or her major)

  1. Solve technology-related problems using critical thinking and troubleshooting skills.
  2. Articulate the role of the technology professional in organizations to support the ethical use of information technology.
  3. Apply fundamental security concepts and strategies for maintaining and securing information technology.
  4. Read and interpret technical information and effectively communicate to a wide range of audiences using oral, print, and multimedia strategies.
  5. Demonstrate the importance of lifelong learning that empowers personal and professional growth.

Core Curriculum Competencies (CCCs are the competencies every graduate will develop)

  1. Apply clear and effective communication skills.
  2. Use critical thinking to solve problems.
  3. Collaborate to achieve a common goal.
  4. Demonstrate professional and ethical conduct.
  5. Use information literacy for effective vocational and/or academic research.
  6. Apply quantitative reasoning and/or scientific inquiry to solve practical problems.

Students in Need of Accommodations Due to a Disability

We value all individuals and provide an inclusive environment that fosters equity and student success. The College is committed to providing reasonable accommodations for students with disabilities. Students are encouraged to schedule an appointment with the campus Disabilities Support Counselor to request an accommodation needed due to a disability. The College's policy on accommodations for persons with disabilities can be found in the College's Guide to Requesting Academic Accommodations and/or Auxiliary Aids Students may also access the Guide and contact information for Disabilities Support Counselors through the Student Resources web page under Disabilities Support Services, or visit the campus Advising Center.

Minimum Technology Requirements

Minimum technology requirements for online, hybrid, video conferencing and web conferencing courses.

Academic Integrity

https://dtcc.smartcatalogiq.com/Current/Catalog/Academics/Academic-Integrity

Attendance

https://dtcc.smartcatalogiq.com/Current/Catalog/Search?q=attendance

Cell phone/Electronic Device

https://dtcc.smartcatalogiq.com/Current/Catalog/Student-Policy/Cell-Phone-and-Electronic-Device-Policy

Tuition Adjustment Policy

https://dtcc.smartcatalogiq.com/Current/Catalog/Financial/Tuition-Fee-Adjustment-Policy-Course-or-Semester-Withdrawal