IT-Service Desk Technician Apprenticeship Program

Program Overview

This IT-Service Desk Apprenticeship program prepares students for entry-level roles in IT service support. It covers essential concepts such as hardware essentials, enterprise client management, and IT service concepts. Graduates are equipped to handle customer inquiries, triage issues, and provide solutions or escalate as needed. The program requires a high school diploma or equivalent and a minimum of one year of business experience for companies.

Program Outline

Outline:

• Basic Requirements for Students Admitted for the 2024-2025 Academic Year:
• Minimum Qualifications: Be at least 18 years of age, have a high school diploma, GED, or equivalency, and have a valid government-issued photo identification.
• Minimum Qualifications for Companies: Must have been in business for one year.
• Courses:
• First Semester:
• 10-154-104 A+ Hardware Essentials (3 credits)
• 10-154-184 Enterprise Client (3 credits)

Careers:

• Career Outcomes: Graduates of the IT-Service Desk Apprenticeship are prepared to:
• 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