The Help Desk Technician Certificate prepares graduates to work in the information technology field as an entry-level computer support specialist, such as a help desk technician or desktop specialist.  Computer support specialists or help desk technicians “provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists [technical support specialists], support information technology (IT) employees within their organization. Others, called computer user support specialists [help-desk technicians], assist non-IT users who are having computer problems.”

Program Overview

What Will You Learn?

Certificate

You will troubleshoot computer infrastructures to resolve user problems and provide problem resolution services to customers using IT. You will perform support and maintenance of computer hardware and implement basic Local Area Network (LAN) solutions utilizing TCP/IP networking protocols and utilities.

Cost

In-State Tuition: $223/credit

Out-of-State / International Tuition: $429/credit

Some programs have additional program fees

Timeline

1 Semesters

17 credits

Learn Online

This program may be completed 80% or more online.

Requirements

High School Diploma or GED/HiSET.

Locations

  • This program may be completed at QCC Worcester (Main Campus).
  • Some courses may be completed at QCC Southbridge.
  • This program may be completed face-to-face.

Curriculum

Master information technology

Semester 1

This semester will cover information technology concepts, operating systems, computer hardware, and networks.
See the full curriculum

Connections

The following program(s) have connections that can be completed alongside or applied to this program:

The intern workings of a computer
Associate of Science

Computer Systems Engineering Technology - Enterprise Information Technology (IT) Option

The Computer Information Systems - Career - Enterprise Information Systems program is a career-based program which will prepare the student to work in a business information systems environment. The curriculum provides hands-on experience in application software, web development platforms, program development languages, and database design methodologies. The primary focus of this program is application software development in a business environment.

Career Stats

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More Info
Course TitleCourse #Semester OfferedCreditsPrerequisites

Semester 1

  • Apply and get accepted to this program (Program Code: HDTC).
  • Register for and successfully complete all courses to graduate in one semester.
  • Meet with Academic Advisor about co-enrolling in CSET associate degree.
  • If seeking employment, meet with Career Services for career readiness preparation and to learn more about QCC’s job board and to review industry certification requirements and opportunities.
  • Submit an Intent to Graduate Form, located on The Q.
IT Help Desk ConceptsCSC 105F/S2 
Mobile Operating SystemsCSC 140F/S3 
Windows Client Operating SystemsCSC 141F/S/SU4 
Computer Hardware and SupportCSC 233F/S4Coreq: CSC 141
Networking TechnologiesCSC 234F/S/SU4Coreq: CSC 141
Total Credits Required:  17 

Program Goals:

The Help Desk Technician Certificate prepares graduates to work in the information technology field as an entry-level computer support specialist, such as a help desk technician or desktop specialist. According to the Occupational Outlook Handbook, 2016-2017 Edition, employment of computer support specialists and/or help desk technicians is expected to increase by 12% from 2014 to 2024.1 Demand for these workers will result from the increased use of IT and digital communications technology at home and in the business environment. Computer support specialists or help desk technicians “provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists [technical support specialists], support information technology (IT) employees within their organization. Others, called computer user support specialists [help-desk technicians], assist non-IT users who are having computer problems.”1

1www.bls.gov/ooh/computer-and-information-technology/computer-support-spe...

Student Learning Outcomes:

Upon completion of the program, graduates will be able to:

  • Demonstrate the application of information technology to common business functions, including the implementation and use of basic end user software.
  • Analyze and apply operating systems concepts to implement and support multiple industry standard operating systems in enterprise networking environments.
  • Perform support and maintenance of computer hardware.
  • Troubleshoot computer infrastructures to resolve user problems.
  • Provide problem resolution services to customers using IT.
  • Implement basic Local Area Network (LAN) solutions utilizing TCP/IP networking protocols and utilities.
  • Troubleshoot computer networking infrastructures to resolve user problems.

Admissions Process:

Admissions inquiries should be directed to admissions@qcc.mass.edu. Prospective students may apply to the program of their choice by following the enrollment steps at www.QCC.edu/enrollment-steps.

Program Admissions Requirements:

Students should note that some first semester courses carry minimum prerequisites. Refer to the program grid.

  • High School Diploma or GED/HiSET.

CORI, SORI, Finger Printing & Drug Testing:

Criminal Offender Record Information (CORI) and Sex Offender Registry Information (SORI) checks may be required. Fingerprinting and drug testing may be required.

Additional Cost:

See the Program Fees page.

  • Students who pursue any of the industry certifications will incur additional expenses for testing fees.

Technical Performance Standards:

See the Technical Performance Standards page. (Note: Not all programs have technical performance standards).

Credit for Prior Learning:

Credit for Prior Learning (CPL) allows students to use skills they already have towards a college degree or certificate. Work, life, volunteer and military experience may be translated into credit, allowing students to take fewer classes and earn their degree faster. CPL eliminates redundancies for students who have already earned credentials or mastered skills required for their program of study. Email experience@qcc.mass.edu for more information and eligibility.

Career Outlook:

Please consult the Massachusetts Career Information System at https://masscis.intocareers.org/ or the Occupational Outlook Handbook at www.bls.gov/ooh/ for specific occupational information. The CIP code for this program is 11.1006.

Transfer Articulations & Opportunities:

Prospective students may learn more about transfer articulation agreements at www.QCC.edu/agreements. More information regarding transfer opportunities is available at www.QCC.edu/transfer.

Additional Information:

  • The Help Desk Technician Certificate offers extensive coursework, lecturing on theoretical information technology design, principles, and approaches and supplementing the lecture with practical hands-on application in QCC’s state-of-the-art CSET labs.
  • The Help Desk Technician Certificate offers courses that teach material from several industry standard certifications including:
    • Computing Technology Industry Association (CompTIA):
      • Network+ - CSC 234
      • Linux+ - CST 245
    • Microsoft’s 365 Certified Associate in the following topics:
      • Windows Desktop - CSC 141