Overview
SUNY Oneonta’s IT Customer Support microcredential will help you gain the skills required to support a business or organization with first-call resolution, effective troubleshooting and gathering relevant data. You will also gain valuable communication and problem-solving skills and develop proficiency in understanding a constantly changing technological environment.
Program Type
Microcredential
Area of Study
Business and Industry
Delivery Mode
In Person
Competencies
Upon completion of the program, you will be able to demonstrate the following competencies:
- network device registration (guiding a user how to register different device types);
- configuring email on a mobile device;
- understanding cloud storage, managing file retention and versioning;
- transferring or troubleshooting client data access in physical or cloud storage media;
- creating/updating requests and incidents;
- creating and/or maintaining relevant documentation/procedures;
- diagnosing and resolving a printer error;
- using enterprise phone systems answer client calls and provide support;
- taking an active role in collaborating, teaching and mentoring peers;
- recognizing and following Family Educational Rights and Privacy Act (FERPA) guidelines;
- understanding and guiding users through the account lifecycle; and
- gathering relevant information for resolving an IT issue, and logging it in call tracking software.
Who is eligible?
Enrolled students
Instruction method
On-campus
Time to complete
2 semesters
Credit/non-credit
Non-credit
