Mission Statement
The Business and Public Service Division supports the mission of the College by offering business/public service-related courses and programs that prepare students for employment or advancement in Georgia's economy.
The Computer Support Specialist program is designed to facilitate workplace success by providing students with an understanding of computer hardware and software; by promoting competencies in programming and logic skills; by enabling factual, conceptual, and procedural knowledge related to applications, technical support, and maintenance of computer networks; and instructing appropriate customer service skills and critical thinking.
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Work Environment
Computer support specialists normally work in well-lighted, comfortable offices or computer laboratories. Most work about 40 hours a week. Those who work for third-party support firms often are away from their offices, spending considerable time working at a client's location. As computer networks expand, more computer support specialists may be able to provide technical support from remote locations. This capability would reduce or eliminate travel to the customer's workplace, and may allow some support specialists to work from home.
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Nature of the Work
Computer support specialists provide technical assistance, support, and advice to individuals and organizations that depend on information technology. They work within organizations that use computer systems, for computer hardware or software vendors, or for third-party organizations that provide support services on a contract basis. Support specialists are usually differentiated between technical support specialists and help-desk technicians.
Technical support specialists respond to inquiries from their organizations' computer users and may run automatic diagnostics programs to resolve problems. In addition, they may write training manuals and train computer users in the use of new computer hardware and software. These workers also oversee the daily performance of their company's computer systems, resolving technical problems with local area networks (LAN), wide area networks (WAN), and other systems.
Help-desk technicians respond to telephone calls and e-mail messages from customers looking for help with computer problems. In responding to these inquiries, help-desk technicians must listen carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walk the customer through the problem-solving steps. They also install, modify, clean, and repair computer hardware and software. Many computer support specialists start out at the help desk. Help-desk technicians deal directly with customer issues, and their employers value them as a source of feedback on their products and services. They are consulted for information about what gives customers the most trouble, as well as other customer concerns.
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Employment
Computer support specialists held about 565,700 jobs nationally in 2008. Although they worked in a wide range of industries, about 18 percent were employed in the computer systems design and related services industry. Substantial numbers of these workers were also employed in administrative and support services companies, financial institutions, insurance companies, government agencies, educational institutions, software publishers, telecommunications organizations, and healthcare organizations. Employment of computer support specialists is expected to increase by 14 percent from 2008 to 2018.
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Earnings
Median annual wages nationally of wage-and-salary computer support specialists were $43,450 in May 2008. The middle 50 percent earned between $33,680 and $55,990. The lowest 10 percent earned less than $26,580, and the highest 10 percent earned more than $70,750.
Source: U.S. Department of Labor Occupational Outlook Handbook, 2010-2011 Edition (http://www.bls.gov/oco/)
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Student Learning Outcomes
Graduates of the associate of applied science degree and diploma programs in Computer Support Specialist will be able to complete the following tasks:
- Demonstrate a basic understanding of computer hardware and software
- Demonstrate factual, conceptual, and procedural knowledge related to desktop applications and maintenance of a computer network
- Demonstrate critical thinking in problem solving, research methods, and the ability to present conclusions effectively, orally and in writing
- Demonstrate appropriate interpersonal skills by working effectively in teams
- Demonstrate basic level of competency in programming and logic skills
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in CompTIA A+ Certified Preparation will be able to complete the following tasks:
- Troubleshoot computer workstations using best practices
- Install and configure Microsoft Windows operating systems
- Troubleshoot hardware and software
- Solve problems individually and in a team environment
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in CompTIA A+ Certified Technician Preparation will be able to complete the following tasks:
- Troubleshoot computer workstations using best practices
- Install and configure Microsoft Windows operating systems
- Troubleshoot hardware and software
- Solve problems individually and in a team environment
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Help Desk Specialist will be able to complete the following tasks:
- Provide technical help desk support via telephone, remotely, online, and face-to-face
- Resolve issues at the time of contact or escalate the issue in accordance with procedures for additional support
- Demonstrate strong organizational skills
- Demonstrate the ability to work independently
- Demonstrate strong customer service skills
- Demonstrate highly developed written, verbal, and online communication skills
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in Microsoft Excel Application Specialist will be able to complete the following tasks:
- Perform advanced spreadsheet concepts
- Create, troubleshoot, and run macros
- Perform data integration concepts
- Create spreadsheets
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
Graduates of the technical certificate in PC Repair and Network Technician will be able to complete the following tasks:
- Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals
- Document, maintain, upgrade, or replace hardware and software systems
- Prioritize tasks and work quickly
- Demonstrate written, verbal, and online communication skills
- Demonstrate the personal and professional ethics and interpersonal skills that are expected in the workplace
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Essential Functions
The purpose of the essential functions list is to allow prospective students who are considering a career to be informed of the physical, emotional, and psychological demands related to training and employment in a field of study. These lists are provided to allow prospective students to make informed career choices by providing them with a summary of the physical abilities and personality traits that are generally required for the successful completion of a curriculum and result in employment in their field of study after graduation.
Students entering the Computer Support Specialist programs must be able to perform the following essential tasks:
- Provide technical hardware and software support to end users
- Diagnose hardware and software problems to troubleshoot and resolve problems and to replace defective components
- Use various communication and connectivity methods
- Provide solutions to end user questions on the usage of hardware and software applications
- Perform testing and evaluations of various technologies
- Provide patches and temporary fix support
- Provide administrative services for various software platforms
- Install and configure computer software, configure peripheral devices
- Modify and customize commercial programs for internal needs
- Prepare evaluations of software or hardware and recommend improvements or upgrades
- Confer with staff, users, and management to establish requirements for new systems or modifications
- Develop training materials and procedures
- Train users in the proper use of hardware or software
- Oversee the daily performance of computer systems
- Enter commands and observe system functioning to verify correct operations and detect errors
- Conduct office automation feasibility studies, including workflow analysis or cost comparison analysis
- Have manual dexterity sufficient to work with the fingers
- Have normal vision with or without corrective lenses
- Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Compute rates, ratios, and percents and draw and interpret bar graphs
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Program Expenses
The Higher Education Act requires all colleges and universities to notify students and prospective students of all program costs for which they will be responsible. Students will be responsible for the following expenses each semester (unless otherwise noted):
- Tuition ($75 per credit hour)
- Registration fee ($39)
- Student activity fees ($30)
- Accident insurance fee ($6)
- Instructional and technology supply fee ($55)
- Textbooks (Approximately $ 1,900 for the associate degree program and $1,200 for the diploma program, $398 for the CompTIA A+ Certification Preparation technical certificate, from approximately $652 to $821 depending on the elective courses chosen in the CompTIA A+ Certified Technician Preparation technical certificate, from approximately $911 to $1077 depending on the elective courses chosen in the Help Desk Specialist technical certificate, and from approximately $568 to $583 depending on the elective courses chosen in the Microsoft Excel Application Specialist technical certificate)
These expenses are based on costs in effect at the time this catalog was published. Prices are subject to change.
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Gainful Employment
Information on graduation rates, job placement rates, median loan debt incurred by students and other gainful employment information is available on the college website.
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Admission Requirements
Applicants must submit the following information to the Admissions Office:
- Completed and signed application for admission and a $20 nonrefundable application fee
- Official high school or GED transcripts and/or official college transcripts from all colleges attended in the past (see General Admission Requirements)
- Valid COMPASS, ASSET, SAT, or ACT test scores (see COMPASS and ASSET Placement Tests)
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