Intro
As technology becomes integral to every aspect of life, the demand for tech support professionals grows. To meet this demand, Scottsdale Community College (SCC) has launched the IT Helpdesk Level 1 Microcredential Pathway, designed to fast-track students into tech support careers.
This microcredential pathway equips students with essential skills to solve tech challenges, blending technical proficiency with interpersonal abilities. Ideal candidates are adept at both technical tasks and customer interactions, ready to work in diverse industries with abundant career growth opportunities.
This pathway also helps students prepare for the CompTIA A+ (Core 1 and Core 2) certification exams.
Join SCC’s IT Helpdesk Microcredential Pathway and embark on a rewarding tech career, ready to meet the evolving needs of the digital world.
What does an IT Helpdesk professional do?
A career in IT helpdesk support involves providing technical assistance to users facing issues with software, hardware, and networks. This role requires strong problem-solving skills to diagnose and resolve technical problems, along with excellent communication abilities to effectively translate complex technical information into simple terms for users. IT helpdesk professionals are also responsible for performing system updates, routine maintenance, and documenting solutions for future reference. Patience, empathy, and the ability to manage multiple requests efficiently are essential in this customer-facing role.
IT helpdesk professionals typically work in office settings, but remote work has become increasingly common. They may work standard business hours or provide support during nights and weekends, depending on the organization’s needs
Job Outlook
Computer Support Specialists : Occupational Outlook Handbook
According to the U.S. Bureau of Labor Statistics (BLS), the field of computer support specialists, which includes IT helpdesk positions, is projected to grow 5% between 2022 and 2032. This means that, on average, around 65,500 new job opportunities will open up each year during this period.
You can find more information on the BLS website.
Additionally, other related occupations also show faster than average growth rates, as reported by the Bureau of Labor Statistics.
Pathway Information
This microcredential pathway consists of three, 3-credit courses offered by Scottsdale Community College. These courses include:
CIS102DA: Customer User Support
BPC170: A+ Exam Prep: Computer Hardware Configuration and Support
BPC270: A+ Exam Prep: Operating System Configuration and Support
These courses can be completed in 1-2 semesters, depending on course availability.
CIS102DA and BPC170 are offered in a hybrid format, while BPC270 is offered in an online format. CIS102DA and BPC170 have a required weekly meeting in person once a week.
$918 for students eligible for Maricopa County resident tuition.
(9 credits at $97 per credit hour + $30 course fee for BPC170 + $15 registration fee)
*Does not include fees for materials or textbooks.
Scholarships may be available! Fill out the form below for more information.
This program is designed for individuals looking to start their IT career. Upon completion of this pathway, you will be able to:
- Enter the workforce directly after completing the training.
- Earn 4 open digital badges that demonstrate your understanding of each topic.*
- Prepare to take the CompTIA A+ industry certification exam.
- Continue your education and stack your credentials into a certificate or degree!
*Earning an open digital badge provides a portable and verifiable way to showcase skills and achievements. These badges can be easily shared online across various platforms, enhancing one's digital presence and credibility.
What You’ll Learn
The microcredentials and badges included within this microcredential pathway certify your proficiency in essential skills for today's workforce, ranging from IT support to communication. Each badge represents hands-on experience and demonstrated expertise.
Earning this microcredential and badge proves your proficiency of key IT customer service principles, including problem-solving, empathy, and respect. You'll gain the essential skills and strategies needed for a career in computer help-desk or end-user support roles. The Helpdesk Customer Service badge is awarded after completing real-world case studies and role-playing exercises, focusing on de-escalating difficult situations and effective teamwork. Achieving a score of 85% or higher in these activities qualifies you for this badge.
Earning this microcredential and badge shows your knowledge in the technical aspects of personal computers, including hardware installation, system configuration, and troubleshooting. You'll develop the skills needed to build, repair, and maintain computers, preparing you for the CompTIA A+ exams. The Computer Building and Repair badge is awarded after completing hands-on labs with a proficiency level of 85% or higher. These labs involve assembling and reassembling computers, replacing components, and passing a critical thinking assessment within a set time limit.
This microcredential and badge validate your knowledge in installing, configuring, and troubleshooting operating systems like Windows, Linux, and MAC iOS. You'll gain skills in OS maintenance, software troubleshooting, cybersecurity, and professional safety procedures. The Operating Systems Support badge is earned by completing hands-on labs with a proficiency level of 85% or higher, focusing on the speed and accuracy of diagnosing, repairing, and testing OS-related issues.
This badge certifies your knowledge and experience in 21st-century oral communication, including both verbal and nonverbal skills. You'll learn to speak clearly and precisely in various settings, from formal presentations to casual conversations, and use storytelling to engage your audience. Additionally, this badge highlights your ability to listen actively, adjust your tone and word choice, and interpret body language effectively.