IT-Service Desk Technician Apprenticeship
IT-Service Desk Technician Apprenticeship
Program Code 50-154-1
For more information: wctc.edu/it-service-appr
IT service desk technicians are tasked with fielding incoming technical support communications and tickets; troubleshooting; communicating over the phone, email and online chat; and resolving user inquiries. Additionally, they may schedule maintenance on computer systems and teach clients to use software programs.
IT-Security Manager Technical Certificate
Program Code: 40-150-CQ
Explore cybersecurity issues and responses, and learn about the role information technology plays in business processes. Learn to prepare a Business Impact Analysis (BIA), contingency plan and disaster recovery plan. Build crisis communication skills needed to interact with employees, customers and vendors during a disaster.
The minimum required course grades and program grade point average (GPA) for students under this catalog are:
Core Courses = C
Program GPA = 2.0
Program Outcomes
- Process incoming customer contact (call/ticket/chat).
- Triage the issue.
- Communicate triage results with customer.
- Solve the issue.
- Escalate the issue.
- Follow-up with issue.
Critical Life Skills
To help our students prepare for success in a workplace and society that is increasingly global, multi-cultural, and collaborative, all students are given opportunities to develop and demonstrate Critical Life Skills, both in and out of the classroom. The following Critical Life Skills are learning outcomes for WCTC students.
- Communication: Demonstrate appropriate communication.
- Critical Thinking/Problem Solving: Demonstrate critical thinking skills to analyze situations and solve problems.
- Relationships: Demonstrate effective interpersonal skills.
- Self-management: Demonstrate responsible and respectful behavior.