Service Desk Technician
Give us 20 weeks and we’ll help you change your life! As one of the premier vocational schools in the Twin Cities, we work hand-in-hand with industry employers to ensure our graduates are ready for the challenges of building complex skills that are valuable to Minnesota’s IT industry.
Our immersive Service Desk Technician program gives you hands-on experience in today’s most relevant IT techniques. This course is designed to teach computer fundamentals and other IT industry practices. The relationships formed with your fellow students, industry mentors and guest speakers provide you an invaluable network of passionate, diverse tech allies to call upon throughout your career.
What does a Service Desk Technician do?
A Service Desk Technician is vital to the IT workforce as they keep the technologies that organizations rely on to do business updated and running smoothly. IT Service Desk Technicians provide technical support and troubleshooting services to clients who need assistance with their computer hardware or software.
Service Desk Essential Duties
- Create, resolve, or escalate support tickets for external and internal customers
- Identify, analyze, and troubleshoot issues both independently and within a team setting
- Ensure assigned support tickets are updated, current, and resolved in a timely manner
- Communicate effectively to both staff and end users through phone, email, or face-to-face interactions
Students in the Service Desk Technician program have the opportunity to choose the focus of their internship: Service Desk Technician or Network Operations Center Specialist.
What You Will Learn
- Become well-rounded individuals to begin careers in the technology industry, primarily in entry-level service desk roles
- Provide foundational skills in both hardware and software via current CompTIA A+ concepts
- Apply soft business skills to communicate effectively both written and verbally to external and internal customers
- Identify and analyze user needs as well as provide IT solutions in a clear and concise manner
- Collaborate with others to accomplish tasks such as creating and modifying “how to” documentation in a consistent manner
- Understand change management and service management, as well as best practices and standards related to the IT field
- Employ theory-to-practice through an IT work-based training experience
Program Curriculum & Schedule
Background checks: Many Companies in the IT field require background checks prior to hiring. This may include both criminal and financial. Having a felony record WILL affect your ability to find employment in the IT field.
Weeks 1-10 is where you will learn the foundations of both hardware and software technology. You will learn IT fundamentals, Microsoft Office, as well as ITIL, which helps you understand the value of IT services. You will also collaborate with your classmates where working in teams is critical to your success in the IT industry. This includes building your “power skills” in both written and oral communications. Class time is 8:30 a.m.-3:30 p.m. in Phase 1.
*IT program is approved by the Minnesota Office of Higher Education
*Summit Academy reserves the right to cancel the program if the class doesn’t reach the minimum of 20 students
- Understand foundational principles and value of IT
- Gain familiarity with Microsoft Suites
- Build “power skills” to communicate and collaborate effectively
- Utilize keyboarding skills
- Communications and English
- IT Fundamentals and Computer Lab
- MS Suites and Keyboarding Skills
DEVELOPING YOUR SKILLS
Weeks 11-20 is where we build on the foundations you learned in Phase I. You’ve got the skills and now we put them to the test! This part of the program is designed to challenge students with a higher degree of difficulty in information technology. We’ll discuss everyday service desk examples to understand how all of these components impact overall processes. In addition to advancing your technical aptitude, you will receive career development skills to help you transition into everyday work life. You will also take part in an internship where you’ll gain practical experience with the entire process, from problem-solving to evaluating, refinement, and execution. Class time is 8:30 a.m.-3:30 p.m. in Phase II.
- Learn problem-solving techniques
- Build on technology skills through applied learning
- Employ “theory-to-practice” through an internship experience
- Career Development
- Specialized IT Fundamentals and Applied IT
- Intro to Networking
- Customer Service Communications
- Computer Science Principles