Starts every Monday for both Flexible Learning and Online delivery methods!

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4 Weeks


Nate Clark
IT Instructor
Robert Scott
Network and Security Instructor
Alexandre Matte
Lead Instructor

The Help Desk Certificate program is designed to cover the principles of Help Desk Support Specialist as well as similar job titles. Students considering Help Desk as a career path will understand the responsibilities of providing technical assistance and support related to computer systems, hardware, or software. The Help Desk Certificate program introduces students to principles such as responding to queries either in person or over the phone, responding to email messages for customers seeking help, how to ask questions to determine nature of problem, and walking customer through problem-solving process.

Students in this course will utilize the courseware to learn the following concepts along with exercises to demonstrate knowledge transfer:

  • Introduction to Help Desk
  • Customer Service Skills
  • Communication Skills
  • Personal Skills
  • Technical Skills
  • Security Skills
  • Troubleshooting Skills
  • Writing Skills
  • Training Skills
  • Business Skills
  • Computer Specialist
  • Computer Support Specialist
  • Computer Technician
  • Desktop Support Technician
  • Help Desk Analyst
  • Help Desk Technician
  • Information Technology Specialist (IT Specialist)
  • Network Technician
  • Support Specialist
  • Technical Support Specialist
  • Proven techniques for improving on-site customer interaction
  • How service level agreements impact workflow and prioritization of requests
  • Seven key steps for effective root cause analysis
  • An overview of security management and knowledge management
  • Essential time management and problem-solving skills
  • Effective strategies for managing difficult customers