Active Outline

General Information

Course ID (CB01A and CB01B)
CIS D069A
Course Title (CB02)
Technical Support Fundamentals
Course Credit Status
Credit - Degree Applicable
Effective Term
Fall 2022
Course Description
This course provides an introduction to Information Technology (IT). Students will learn important facets of Information Technology including computer hardware, the Internet, computer software, troubleshooting, and customer service. This course is specifically designed to provide an overview of what is to come in this certificate program.
Faculty Requirements
Course Family
Not Applicable

Course Justification

This CTE, CSU transferable course is on the IT Support Specialist certificate will provide students important facets of information technology and entire certificate track.

Foothill Equivalency

Does the course have a Foothill equivalent?
No
Foothill Course ID

Course Philosophy

Course Philosophy
The course is designed to use experiential learning that supports self-paced learning combined with instructional support. At the choice of the instructor, a fictional organization can be used throughout the program for simulation.

Formerly Statement

Course Development Options

Basic Skill Status (CB08)
Course is not a basic skills course.
Grade Options
  • Letter Grade
  • Pass/No Pass
Repeat Limit
0

Transferability & Gen. Ed. Options

Transferability
Transferable to CSU only

Units and Hours

Summary

Minimum Credit Units
4.5
Maximum Credit Units
4.5

Weekly Student Hours

TypeIn ClassOut of Class
Lecture Hours4.08.0
Laboratory Hours1.50.0

Course Student Hours

Course Duration (Weeks)
12.0
Hours per unit divisor
36.0
Course In-Class (Contact) Hours
Lecture
48.0
Laboratory
18.0
Total
66.0
Course Out-of-Class Hours
Lecture
96.0
Laboratory
0.0
NA
0.0
Total
96.0

Prerequisite(s)

Corequisite(s)

Advisory(ies)

Limitation(s) on Enrollment

Entrance Skill(s)

General Course Statement(s)

Methods of Instruction

Lecture and visual aids

Discussion of assigned reading

Laboratory discussion sessions and quizzes that evaluate the proceedings weekly laboratory exercises

Collaborative learning and small group exercises

Quiz and examination review performed in class

Assignments

  1. Readings from the text
  2. Hands-on lab exercises
  3. Two to three exams to assess (comprehensive or multiple choice) competency in different modules

Methods of Evaluation

  1. One or two midterm examinations requiring students to apply topics covered in the lectures and reading. Responses are evaluated on implementation of stated constructs and correctness of responses
  2. Final examination requiring students to apply topics covered in the lectures and reading. Responses are evaluated on implementation of stated constructs and correctness of responses
  3. Evaluation of lab topics, based on correctness, documentation, quality, and explanations

Essential Student Materials/Essential College Facilities

Essential Student Materials: 
  • Computer parts for assembling a computer.
  • Windows Operating System.
Essential College Facilities:
  • Lab with computer hardware to assemble a computer and operating system to install

Examples of Primary Texts and References

AuthorTitlePublisherDate/EditionISBN
Course Guide 1Google IT Support Professional Certificate

Examples of Supporting Texts and References

None.

Learning Outcomes and Objectives

Course Objectives

  • Extract and paraphrase IT basics and relate how IT evolved over time.
  • Build a computer from scratch and be able to describe computer components and how they link with each other.
  • Compare and contrast different operating systems.
  • Explore different aspects of the Internet: investigate its limitations and learn how it impacts society.
  • Explain how computer software is written and executes in computing environments.
  • Communicate how to troubleshoot problems and provide customer support.

CSLOs

  • Student Learning Outcome: Gather the basics of computer systems, assemble one and install an operating system.

  • Student Learning Outcome: Identify how the Internet works and its impact in the modern world.

  • Student Learning Outcome: Identity how applications are created, how their code executes on a computer and successfully apply problem-solving methodologies in an IT setting.

Outline

  1. Extract and paraphrase IT basics and relate how IT evolved over time.
    1. Discuss how computers were invented and evolved over time.
    2. Describe the role of an IT Specialist
    3. Compute conversions between base 2 and base 10 and why these calculations are so powerful for society.
  2. Build a computer from scratch and be able to describe computer components and how they link with each other.
    1. Identify the components of a computer.
    2. Discover the function of each component and how they all work together to make a computer function.
    3. Build a computer from scratch.
  3. Compare and contrast different operating systems.
    1. Compare and contrast how different operating systems access hardware.
    2. Review the boot process and install an operating system.
    3. Explore different aspects of the Internet: investigate its limitations and learn how it impacts society.
  4. Explore different aspects of the Internet: investigate its limitations and learn how it impacts society.
    1. Explore the history of the Internet and what "the web" is.
    2. Develop a basic understanding of Internet privacy, security, and the future of the Internet.
    3. Comprehend Internet limitations and consider its societal impacts.
  5. Explain how computer software is written and executed in computing environments.
    1. Describe the different types of software an IT Support Specialist would encounter.
    2. Teach the concept of abstraction in software and how to manage it.
    3. Install, update and remove software on several commonly used operating systems.
  6. Communicate how to troubleshoot problems and provide customer support.
    1. Using real-world scenarios, learn how to troubleshoot common IT issues for a Help Desk or Desktop Support role.
    2. Gain an understanding of the power of empathy in a support situation as the motivation to build soft skills and communicate effectively with others.
    3. Articulate IT concepts in the documentation and study its importance.

Lab Topics

  1. Assemble, disassemble, and observe a physical computer. Label the computer (or photos of the computer) like you would in an anatomy lab. This activity could be repeated with a mobile phone to demonstrate the similarities and differences.
  2. Using physical or virtual machines, install one or more operating systems. Compare and contrast the different installation processes.
  3. Demonstrate two or more process monitoring utilities (top/Activity Monitor/Task Manager). Discuss the similarities and differences between these utilities.
  4. Come up with a formula for creating hostnames. Discuss the different things that might go into the design of a hostname naming convention.

    Servers vs. end-user computers

    Multi- vs. single-user computers

    Physical vs. virtual machines

    Machine models

    Operating systems

    OS hostname limitations

    Hostname reuse

    If there are inconsistencies between individuals/groups, come together as a class to create a more robust formula.
  5. Using some networking hardware, demonstrate:

    -Switches/routers/access points

    -Cables/cable termination equipment
  6. Have learners terminate an Ethernet or fiber optic cable and demonstrate that it works.
  7. Research a smart device security vulnerability. Report and present what the vulnerability is and how it works.
  8. Help someone make a peanut butter and jelly sandwich over various channels (e.g., in-person, video, chat, audio) as a group. Discuss ways to compensate for the limitations of each channel.
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