This course is designed to provide students with an understanding of the help desk environment and the knowledge, skills, and abilities necessary to work in the user support industry. It is useful for both the person who is starting out in the user support industry, as well as the person who is an experienced professional. The course places an emphasis on problem solving and communication skills, in addition to the technical aspects of user support. Through hands-on exercises and case projects, students apply their knowledge and develop their ideas and skills. Class discussion topics include help desk concepts, processes and procedures, tools and technologies, performance and measures, and customer support strategies. Students work individually and in teams to prepare them for today's team-oriented work environment. (Prerequisites: COCP 1201 MS OS Basics.) Offered Spring.