COURSE SYLLABUS
COURSE TITLE: Hardware/Software Support
NUMBER/SECTION: ITSP 135-1AH
CRN: 22771
Class: Monday 12:30 pm – 4:20 pm
Location: Room T-216 Glick Tech Building NMC
CONTACT INFORMATION
Instructor:
First Name: Henry
Last Name: Davis
Phone Number: 317-414-6979
Email (Ivy Tech Email):
Instructor’s Supervisor:
First Name: Michael
Last Name: Martz
Phone Number: 317.921.4758
Email (Ivy Tech Email):
Office/Campus Location: NMC Rm. 240
COURSE OUTLINE OF RECORD
PREREQUISITES: INFM 109 Informatics Fundamentals
SCHOOL: Computing and Informatics
PROGRAM: Information Technology
Support CREDIT HOURS: 4
CONTACT HOURS: Lecture: 4 Lab: 4
DATE OF LAST REVISION: June 2016
EFFECTIVE DATE OF THIS REVISION: June 2016
CATALOG DESCRIPTION: Delivers the necessary competencies with hands-on experience in the
lab for an entry-level Information Technology professional. Students will have the knowledge required
to assemble components based on customer requirements, install, configure and maintain
devices/software for end users, understand the basics of networking and security, properly and safely
diagnose, resolve and document common hardware and software issues while applying troubleshooting
skills. Students will also learn appropriate customer support; understand the basics of virtualization,
desktop imaging, and deployment. Students are required to demonstrate course objectives through the
appropriate CompTIA certification exam preparation materials and the fee for the exams are assessed
upon enrollment in the course.
Page 1 of 9
, MAJOR COURSE LEARNING OBJECTIVES:
Upon conclusion of this course, students will be expected to:
1. Differentiate between motherboard components and various CPU types.
2. Identify various connection interfaces, connector types, associated cables, and explain the purpose of
each.
3. Evaluate, install and configure various peripheral devices, expansion cards, storage devices and use
appropriate media.
4. Compare and contrast RAM types, features, and proper installation procedures.
5. Configure and apply BIOS settings.
6. Evaluate and select appropriate components for a custom configuration based on customer needs.
7. Explain properties and characteristics of TCP/IP.
8. Explain common TCP and UDP ports, protocols, and their purpose.
9. Compare and contrast wireless networking standards and encryption types.
10. Install, configure, and deploy a SOHO wireless/wired router using appropriate settings.
11. Compare and contrast various types of networks, network devices, their functions, and features and
how one might use appropriate networking tools.
12. Identify, install and configure laptop hardware and components.
13. Explain the differences between the various printer types the associated imaging process of each.
14. Install, configure, and demonstrate maintenance procedures for various printers.
15. Explain the purpose of environmental controls and use of appropriate safety procedures.
16. Demonstrate proper communication and professionalism, including how one might deal
with prohibited content/activity.
17. Select, install, and configure appropriate Operating Systems based on customer needs.
18. Demonstrate the use Control Panel utilities and appropriate operating system features and tools,
both command line and GUI.
19. Perform preventive maintenance procedures using appropriate tools.
20. Demonstrate the basic techniques of client-side virtualization.
21. Compare and contrast common security threats and demonstrate how to implement security
best practices to secure workstations, laptops, mobile devices and wired or wireless networks.
22. Explain the basic features of mobile operating systems, including hardware differences in regards to
smart-phones, tablets and laptops, mobile device network connectivity and configure email including
the execution and the configuration of mobile device synchronization.
23. Demonstrate how a technician troubleshoots problems related to common personal & business
computer systems while using troubleshooting theory.
Course Content: Topical areas of study include:
System assembly Issue resolution
Device installation and maintenance Desktop imaging
Operating systems Virtualization
Needs assessment Mobile OSs
Networking basics Professional communication
Security essentials TCP/IP
Forensics fundamentals BIOS
System documentation SOHO
Troubleshooting theory Mobile computing
Page 2 of 9
COURSE TITLE: Hardware/Software Support
NUMBER/SECTION: ITSP 135-1AH
CRN: 22771
Class: Monday 12:30 pm – 4:20 pm
Location: Room T-216 Glick Tech Building NMC
CONTACT INFORMATION
Instructor:
First Name: Henry
Last Name: Davis
Phone Number: 317-414-6979
Email (Ivy Tech Email):
Instructor’s Supervisor:
First Name: Michael
Last Name: Martz
Phone Number: 317.921.4758
Email (Ivy Tech Email):
Office/Campus Location: NMC Rm. 240
COURSE OUTLINE OF RECORD
PREREQUISITES: INFM 109 Informatics Fundamentals
SCHOOL: Computing and Informatics
PROGRAM: Information Technology
Support CREDIT HOURS: 4
CONTACT HOURS: Lecture: 4 Lab: 4
DATE OF LAST REVISION: June 2016
EFFECTIVE DATE OF THIS REVISION: June 2016
CATALOG DESCRIPTION: Delivers the necessary competencies with hands-on experience in the
lab for an entry-level Information Technology professional. Students will have the knowledge required
to assemble components based on customer requirements, install, configure and maintain
devices/software for end users, understand the basics of networking and security, properly and safely
diagnose, resolve and document common hardware and software issues while applying troubleshooting
skills. Students will also learn appropriate customer support; understand the basics of virtualization,
desktop imaging, and deployment. Students are required to demonstrate course objectives through the
appropriate CompTIA certification exam preparation materials and the fee for the exams are assessed
upon enrollment in the course.
Page 1 of 9
, MAJOR COURSE LEARNING OBJECTIVES:
Upon conclusion of this course, students will be expected to:
1. Differentiate between motherboard components and various CPU types.
2. Identify various connection interfaces, connector types, associated cables, and explain the purpose of
each.
3. Evaluate, install and configure various peripheral devices, expansion cards, storage devices and use
appropriate media.
4. Compare and contrast RAM types, features, and proper installation procedures.
5. Configure and apply BIOS settings.
6. Evaluate and select appropriate components for a custom configuration based on customer needs.
7. Explain properties and characteristics of TCP/IP.
8. Explain common TCP and UDP ports, protocols, and their purpose.
9. Compare and contrast wireless networking standards and encryption types.
10. Install, configure, and deploy a SOHO wireless/wired router using appropriate settings.
11. Compare and contrast various types of networks, network devices, their functions, and features and
how one might use appropriate networking tools.
12. Identify, install and configure laptop hardware and components.
13. Explain the differences between the various printer types the associated imaging process of each.
14. Install, configure, and demonstrate maintenance procedures for various printers.
15. Explain the purpose of environmental controls and use of appropriate safety procedures.
16. Demonstrate proper communication and professionalism, including how one might deal
with prohibited content/activity.
17. Select, install, and configure appropriate Operating Systems based on customer needs.
18. Demonstrate the use Control Panel utilities and appropriate operating system features and tools,
both command line and GUI.
19. Perform preventive maintenance procedures using appropriate tools.
20. Demonstrate the basic techniques of client-side virtualization.
21. Compare and contrast common security threats and demonstrate how to implement security
best practices to secure workstations, laptops, mobile devices and wired or wireless networks.
22. Explain the basic features of mobile operating systems, including hardware differences in regards to
smart-phones, tablets and laptops, mobile device network connectivity and configure email including
the execution and the configuration of mobile device synchronization.
23. Demonstrate how a technician troubleshoots problems related to common personal & business
computer systems while using troubleshooting theory.
Course Content: Topical areas of study include:
System assembly Issue resolution
Device installation and maintenance Desktop imaging
Operating systems Virtualization
Needs assessment Mobile OSs
Networking basics Professional communication
Security essentials TCP/IP
Forensics fundamentals BIOS
System documentation SOHO
Troubleshooting theory Mobile computing
Page 2 of 9
