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Helpdesk/Desktop Support

The Year Up United training program for Helpdesk/Desktop Support focuses on equipping graduates with a comprehensive set of skills in computer architecture, systems fundamentals, computer systems administration, desktop management, and technical customer service.

Explore below the roles that the graduates of this program are ready for and the competencies they have been trained in.

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Role pathways for graduates of the Helpdesk/Desktop Support program

help desk, job board

Helpdesk support

  • Nature of Work: Remote support roles.
  • Key Responsibilities: Troubleshooting hardware and software issues.
  • Skills Emphasized: Strong customer service skills, with a focus on de-escalation of issues.
desktop support, job board

Desktop support

  • Nature of Work: Onsite support roles.
  • Key Responsibilities: Addressing hardware and software issues in person.
  • Skills Emphasized: Direct user interaction, customer service, and de-escalation, similar to helpdesk roles.
application support, job board

Application support

  • Nature of Work: Often aligned with helpdesk and desktop support roles.
  • Key Responsibilities: Assisting users with specific systems such as Salesforce, Office, or SharePoint.
  • Skills Emphasized: Specialized knowledge of particular applications and user support.
telecom,munication support, job board

Telecommunication specialist

  • Nature of Work: Customer-facing roles.
  • Key Responsibilities: Supporting users with telephone and video products and equipment, including installation, troubleshooting, repair, maintenance, and inventory.
  • Skills Emphasized: Technical expertise in telecommunications, customer interaction, and problem-solving.
network analyst, job board

Network analyst

  • Nature of Work: Support roles focusing on network-related issues.
  • Key Responsibilities: Dealing with email connectivity and administration, user activation, email group administration, and LAN/WLAN connectivity issues, often using systems like Active Directory.
  • Skills Emphasized: Network management, problem-solving, and user support.
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Summary of the key competencies developed during the one-year training

Computer Architecture & Systems Fundamentals
  • Computer Systems: Proficiency in operating systems (Windows, Linux, Mac), servers, and cloud infrastructure.
  • Computer Architecture: Understanding of basic computer and server hardware configurations.
  • Computer Networking: Knowledge of basic wired and wireless network protocols, address schemes, and configurations.
Computer Systems Administration
  • File Systems Management: Skills in managing file systems for file path tracking, corruption detection, and basic file recovery troubleshooting.
  • Operating Systems Management: Ability to use administrative tools in common operating systems like Windows & Linux for installation, updates, and upgrades.
  • Device Management: Competence in using OS utility software for backup, restore, imaging, partitioning, defragmentation, compression, encryption, and managing devices, processes, memory, and user accounts.
  • Error & Security Monitoring: Capability to monitor diagnostics, identify, and report basic errors and security issues.
  • Computer Network Configuration: Skills in setting up and troubleshooting basic computer networks, including LAN and WLAN.
  • Active Directory Navigation: Ability to manage user profiles, accounts, workgroups, and domains in common operating systems.
Desktop Management
  • Business Applications Configuration: Installing and configuring common business applications like Microsoft Office Suite, Microsoft Outlook, cloud storage, and meeting applications.
  • Internet Configuration: Configuring basic internet settings including security, privacy, and content.
  • Antivirus Configuration: Installing and configuring common antivirus applications.
Technical Customer Service
  • Technical Documentation: Creating understandable technical documentation for non-technical business users.
  • Basic Troubleshooting: Employing troubleshooting techniques to identify and fix computer system or application issues.
  • Ticketing System Navigation: Using common ticketing/incidence management systems (e.g., Zendesk, Remedy).
  • Incident Lifecycle Management: Managing software and infrastructure issues, recording work stages, and escalating when necessary.
  • Customer Communications: Utilizing professionalism, empathy, and problem-solving skills in customer interactions.

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