IT Help Desk/End User Support personnel provide technical assistance to computer users, answering questions and resolving problems in-person, via phone, or electronically regarding hardware, software, and operating systems. The goal is to provide quick first contact resolutions. Students who enjoy meeting people and have strong communication and technical skills are ideal candidates. The certificate program prepares students for help desk positions through a combination of online and hands-on classroom courses covering client operating systems, applications, installations, troubleshooting, and security. Graduates are prepared for industry certifications and entry-level jobs, with opportunities in healthcare and moderate on-the-job training.

1. Combine Your Computer and People Skills
IT Help Desk/End User Support personnel, or computer support specialists, provide
technical assistance to computer users. Help Desk staff are under pressure to act quickly
and efficiently to solve the problem at hand. Personnel in this line of work routinely
answer questions or resolve computer problems for clients in person, via telephone or
electronically. Support Specialists may provide assistance concerning the use of computer
hardware and software, including printing, installation, word processing, electronic mail, and
operating systems.You might be tasked with populating a FAQ database for your customers.
The ultimate goal of the Help Desk Staff is to offer first contact resolution as quickly and
smoothly as possible. Students who enjoy meeting people, value strong communication
skills and have the ability to convey an understanding of technical subject matters are the
ideal candidates for this field of study.
ABOUT THE PROGRAM
This certificate of specialization is a
24-credit-hour program that prepares
students for help desk and desktop
support technician positions.The
foundational principles of end-user
support include client operating system
and application software, hardware and
software installation, system configuration,
problem diagnosis and resolution and
computer security.The demonstration
of hands-on skills is critical to employers.
Therefore, the courses in the program
provide a combination of online, distance
learning and intensive classroom based,
hands-on skills development. Students
completing the program are prepared for
a variety of industry certification exams as
well as entry-level employment interviews.
OPPORTUNITIES IN THIS FIELD
Opportunities for computer
specialists are favorable, particularly
for those with industry certifications.
The healthcare industries show the
most promise for IT Help Desk
support personnel positions.There
is a moderate amount of on-the-job
training in these positions.
JOB OUTLOOK
IT Computer Support Specialists have
an in-demand skill set. Information
from the U.S. Bureau of Labor Statistics
(BLS) indicates job prospects to
be exceptional, with employment
increasing by a minimum of 18 percent
by 2020.
SALARY INFORMATION
Computer support specialist position
salaries vary by geographic location,
amount of education and experience,
and the type and size of the employer.
According to the BLS, computer support
specialists typically earn a median
annual salary of $46,260 nationwide,
depending on the position, with higher
salaries in large metropolitan areas. Students
may visit www.missourieconomy.org/
oeswage/ for more local salary information.
FEES
Please visit www.stlcc.edu/fees for the most
current information.Additional fees apply to
some courses. Fees are subject to change.
CONTACT INFORMATION
Craig Chott, program coordinator
Forest Park and Meramec
314-644-9298
cchott@stlcc.edu
Brenda Kahan, professor
Forest Park
314-644-9229
bkahan@stlcc.edu
IT Help desk/end user support
Certificate of Specialization
You can earn this certificate at: Forest Park, Meramec
You may take general education classes toward this degree at any of our campuses or education centers.

2. St. Louis Community College is committed to non-discrimination and equal opportunities in its admissions, educational programs, activities and employment regardless of race, color, creed, religion, sex,
sexual orientation, national origin, ancestry, age, disability, genetic information or status as a disabled orVietnam-era veteran and shall take action necessary to ensure non-discrimination.
For information or concerns relating to discrimination matters at a particular location, you may contact the Section 504/Title II Coordinator, Donna Dare, at 314-539-5285 for matters relating to disabilities,
or theTitle IX Coordinator, Pam McIntyre, at 636-422-2250 for matters relating to sex discrimination.
100848 June, 2014
Certificate of Specialization
SEQUENTIAL CURRICULUM
CS
Course Number Course Description Credit Hours
First Semester
__ IT:102 Desktop Client Support 3
__ IT:103 Help Desk Principles 3
__ IS:130 Hardware and Software Support 3
__ IS:151 Microcomputer Applications in Business 4
Total Credit Hours First Semester: 13
Second Semester
__ IT:101 Cisco Networking Academy I: Networking Basics 5
__ IS:237 Fundamentals of Information Assurance/Security 3
__ IS:291 Workplace Learning: Information Systems (or)
__ IS:229 Unix/Linux I 3
Total Credit Hours Second Semester: 11
Total Credit Hours for Program: 24
www.stlcc.edu/programs/it_help_desk
it help desk/end user support
For more information on how to get
started on your career go to
www.stlcc.edu/getstarted.