NORTH CENTRAL TEXAS COLLEGE

COURSE SYLLABUS

COURSE AND INSTRUCTOR INFORMATION

Course title: Technical Customer Service

Course prefix, number, and section number: EECT 1300 0394

Semester/Year of course: Spring 2023

Semester start and end dates: March 20, 2023 – May 13, 2023

Modality (Face to face/Synchronous or Asynchronous online/Hybrid): Online

Class meeting location, days, and times:  Online

Lab meeting location, days, and times:  Online

Semester credit hours: 3

Course description: The main purpose of this course is to provide students with a comprehensive understanding of the IT environment and the knowledge, skills, and abilities necessary to work in the user support industry. Students will learn problem-solving and communication skills that are valuable when providing user support. Through hands-on exercises and case projects students will learn how to apply their knowledge and develop their ideas and skills. They will also learn how to work individually and in teams, which will prepare them for a team-oriented work environment.

Course prerequisites: None

Required course materials:

(1) Textbook: Beisse, A Guide to Computer User Support for Help Desk and Support Specialists, Sixth Edition, Course Technology, ISBN- 978-1-285-85268-3.

(2) Access to the internet and a personal computer with MS Office 2016 or higher. 

Name of instructor: Rebekah Sanchez          

Office location: Corinth Campus, Suite 170 Room 173

Telephone number: 940.498.6480

E-mail address: rsanchez@nctc.edu

Office hours for students: By appointment

SYLLABUS CHANGE DISCLAIMER

The faculty member reserves the right to make changes to this published syllabus if it is in the best interest of the educational development of this class. Any such changes will be announced as soon as possible in person and/or writing.

SUMMARY OF COURSE ASSIGNMENTS

List of graded assignments:
11        Chapter Assignments                          150 Points

11        Quizzes                                               110 Points

6          Discussion Boards                               90 Points

7          Course Work Assignments                  175 Points

3          Unit Exams                                          300 Points

1          Training Presentation                         150 Points

1          Group Project                                     175 Points

 Less 150 points. I drop your lowest discussion, assignment, quiz, and exam grades

Final grade scale:
A >= 900 – 1000  B >= 800 to 899, C >= 700 to 799, D >= 600 to 699, and F < 600

Late work policy:
No late assignments will be accepted for full credit. If approved by the instructor, you may submit late assignments as an attachment to a Canvas Email. The assignments will be graded at the end of the semester ONLY if they will make a difference to your overall grade. You will lose points for late submittal of each assignment. No late assignments will be accepted after the seventh week of this eight-week course. 

There is no extra credit available. Your grade will be based on the above graded elements listed. 

SEE CANVAS FOR THE COMPLETE COURSE CALENDAR, OUTLINE, DETAILED DESCRIPTION OF GRADED WORK, AND OTHER RELATED MATERIAL.

COURSE POLICIES

Academic Integrity Policy:
Scholastic dishonesty shall include, but is not limited to cheating, plagiarism, academic falsification, intellectual property dishonesty, academic dishonesty facilitation and collusion.  Consequences for academic dishonesty may include:

1) The student will receive a failing grade of "0" on the assignment. If the assignment is within a group in which the lowest assignment is dropped, the assignment will not be able to count as a dropped score. It will count as part of the grade.

2) A "Scholastic Dishonesty Report Form" will be submitted regarding the incident

3) Student may be dropped from the course with a failing grade (letter grade of “F”)

Attendance Policy:
Regular and punctual attendance is expected of all students in all classes for which they have registered. All absences are considered to be unauthorized unless the student is absent due to illness or emergencies as determined by the instructor. It is the student's responsibility to provide documentation as to the emergency for approval and judgment by the faculty member. Approved college-sponsored activities are the only absences for which a student should not be held liable and only when provided by a college official ahead of the absence. Valid reasons for absence, however, do not relieve the student of the responsibility for making up required work. Students will not be allowed to make up an examination missed due to absence unless they have reasons acceptable to the instructor. A student who is compelled to be absent when a test is given should petition the instructor, in advance if possible, for permission to postpone the exam. Students will be dropped from a class by the Registrar upon recommendation of the instructor who feels the student has been justifiably absent or tardy a sufficient number of times to preclude meeting the course’s objectives. Persistent, unjustified absences from classes or laboratories will be considered sufficient cause for college officials to drop a student from the rolls of the College. From Board Policy FC (LOCAL)

Withdrawal Policy:

A student may withdraw from a course on or after the official date of record. It is the student’s responsibility to initiate and complete a Withdrawal Request Form.

Last day to withdraw from the course with a “W”: April24

Student Learning Outcomes:
At the successful completion of this course the student will be able to:

Identify Internal/External Customer Relationships

Demonstrate Teamwork/Collaboration/Importance in Industry

Update Customers on Work Progress to Maintain Customer Satisfaction and Public Relations

Apply/Display Problem Solving Skills in a Real-World Situation

Address Customer Questions and Complaints in a Professional and Thorough Manner

Communicate Technical Information in a Clear, Precise, and Logical Manner

Identify Ethical Decision Making/Importance in Industry

Resume Writing and Interviewing Techniques

Class Communications:
I am available to meet with you by phone, email, video conference, or in person. If emailing or leaving a voicemail, please be sure to explain your questions or statements clearly. It is helpful to know what chapter, page, and section you are talking about.  I will get back with you within 24 hours during the week and within 48 hours on the weekend. Provide me your phone number and I will be glad to call you.

I also expect you to check your Canvas email and Canvas announcements at least two times each week.

Core Objectives:
Critical Thinking, Communication, Empirical and Quantitative, Teamwork, Personal Responsibility, Social Responsibility

COLLEGE POLICIES