ITN 110 IT Support & Troubleshooting


Campus Location:
Georgetown, Dover, Stanton, Wilmington
Effective Date:
2020-51
Prerequisite:
MAT 010, ENG 090 or ENG 091 or concurrent, SSC 100 or concurrent
Co-Requisites:

None

Course Credits and Hours:
3.00 credits
2.00 lecture hours/week
2.00 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.

Required Text(s):

Obtain current textbook information by viewing the campus bookstore online or visit a campus bookstore. Check your course schedule for the course number and section.

Additional Materials:

Access to high-speed Internet

Schedule Type:
Classroom Course
Video Conferencing
Web Conferencing
Hybrid Course
Online Course
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. Identify, install, and configure personal computer networking devices. (CCC 2, 3, 5, 6; PGC 1 ,3 ,4)
  3. Identify, install, and configure mobile devices.  (CCC 2 ,3, 5, 6; PGC 1, 2, 3)
  4. Troubleshoot and resolve common personal computer hardware and network issues. (CCC 1, 2, 3, 5, 6; PGC 1, 3, 4 ,6)
  5. Install, configure, and administer current Microsoft Windows operating systems for personal computers. (CCC 2, 4, 5, 6; PGC 1, 2, 3 ,5)
  6. Manage the features of other personal computer and mobile operating systems, virtualization, and cloud services. (CCC 1 ,5; PGC 2, 3, 4, 5, 6)
  7. Compare, contrast, and implement best security practices for personal computer and mobile devices. (CCC 1, 3, 4, 5; PGC 2, 3, 4, 5, 6)
  8. Resolve common personal computer and mobile device operating system issues. (CCC 2, 3, 4, 5, 6; PGC 1, 3, 5, 6)
  9. Apply workplace practices and procedures, and demonstrate proper communication techniques and professionalism. (CCC 1, 2, 4, 5, 6; PGC 1, 2, 3, 4, 5, 6)

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. Configure settings and use BIOS/UEFI tools on a PC.
    2. Explain the importance of motherboard components, their purpose, and properties.
    3. Compare and contrast various random access memory (RAM) types and their features.
    4. Install and configure storage devices, and use appropriate media.
    5. Install various types of CPUs, and apply the appropriate cooling methods.
    6. Compare and contrast various PC connection interfaces, their characteristics, and purpose.
    7. Install a power supply based on given specifications.
    8. Select the appropriate components for a custom PC configuration to meet customer specifications or needs for a given scenario.
    9. Compare and contrast types of display devices and their features.
    10. Identify common PC connector types and associated cables.
    11. Install and configure common peripheral devices.
    12. Compare and contrast differences between the various print technologies and the associated imaging process.
    13. Install and maintain small office/home office (SOHO) printers or multi-function all-in-one (AIO) devices, and configure appropriate settings.
  2. Identify, install, and configure personal computer networking devices.
    1. Identify the various types of network cables and connectors.
    2. Compare and contrast the characteristics of connectors and cabling.
    3. Explain properties and characteristics of appropriate network models (e.g. OSI, TCP/IP, etc.).
    4. Explain common TCP and UDP ports, protocols, and their purpose.
    5. Compare and contrast various WiFi networking standards and encryption types.
    6. Install and configure SOHO wireless/wired routers, and apply appropriate settings.
    7. Compare and contrast Internet connection types, network types, and their features.
    8. Compare and contrast network devices, their functions, and features.
    9. Use appropriate networking tools and utilities.
  3. Identify, install, and configure mobile devices.
    1. Install and configure laptop hardware and components.
    2. Explain the function of components within the display of a laptop.
    3. Explain the characteristics of various types of other mobile devices.
    4. Compare and contrast accessories and ports of other mobile devices.
  4. Troubleshoot and resolve common personal computer hardware and network issues.
    1. Troubleshoot common problems related to motherboards, RAM, CPU, and power with appropriate tools.
    2. Troubleshoot hard drives and RAID arrays with appropriate tools.
    3. Troubleshoot common video, projector, and display issues.
    4. Troubleshoot wired and wireless networks with appropriate tools.
    5. Troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.
    6. Troubleshoot imaging devices and printers with appropriate tools.
  5. Install, configure, and administer current Microsoft Windows operating systems for personal computers.
    1. Compare and contrast various features and requirements of client Microsoft Windows operating systems.
    2. Install Windows PC operating systems using appropriate methods.
    3. Use appropriate Microsoft operating system features and tools.
    4. Install and configure Windows networking on a client/desktop.
    5. Perform common preventive maintenance procedures using the appropriate Windows OS tools.
  6. Manage the features of other personal computer and mobile operating systems, virtualization, and cloud services.
    1. Identify common features and functionality of the Mac OS and Linux operating systems.
    2. Set up and use client-side virtualization.
    3. Explain basic cloud concepts.
    4. Summarize the properties and purpose of services provided by networked hosts.
    5. Identify basic features of mobile operating systems.
    6. Install and configure basic mobile device network connectivity and email.
    7. Summarize methods and data related to mobile device synchronization.
  7. Compare, contrast, and implement best security practices for personal computer and mobile devices.
    1. Identify common security threats and vulnerabilities.
    2. Compare and contrast common prevention methods.
    3. Compare and contrast differences of basic Windows OS security settings.
    4. Deploy and enforce security best practices to secure a workstation.
    5. Compare and contrast various methods for securing mobile devices.
    6. Use appropriate data destruction and disposal methods.
    7. Secure SOHO wireless and wired networks.
  8. Resolve common personal computer and mobile device operating system issues.
    1. Troubleshoot PC operating system problems with appropriate tools.
    2. Troubleshoot common PC security issues with appropriate tools.
    3. Troubleshoot common mobile OS and application issues with appropriate tools.
    4. Troubleshoot common mobile OS and application security issues with appropriate tools.
  9. Apply workplace practices and procedures, and demonstrate proper communication techniques and professionalism.
    1. Use appropriate safety procedures.
    2. Apply the appropriate controls for a given scenario with potential environmental impacts.
    3. Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.
    4. Demonstrate proper communication techniques, customer service, and professionalism.
    5. Explain troubleshooting theory.
Evaluation Criteria/Policies:

Students must demonstrate proficiency on all CCPOs at a minimal 75 percent level to successfully complete the course. The grade will be determined using the Delaware Tech grading system:

92 100 = A
83 91 = B
75 82 = C
0 74 = F

Students should refer to the 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.

 
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.
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.
Disabilities Support Statement:

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. A listing of campus Disabilities Support Counselors and contact information can be found at the disabilities services web page or visit the campus Advising Center.

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