Course Syllabus

ITESupport_Banner.pngCourse Description

This course introduces students to the knowledge necessary to support information technology (IT) solutions and users of such systems. Topics include introduction to IT support, resolving service calls, installing and configuring computer hardware, software applications, networks, security, client-server and mobile computing, web applications, multimedia resources, communications systems, and the planning and management of the technology life-cycle.

Recommended Preparation:
Eligibility for ENGL 100 or ESL 100

Because of the reading required, eligibility for English 100A or equivalent reading level is recommended. If you are not sure what your reading level is, contact the Assessment Office at 527-4661.

Student Learning Outcomes:
Upon completion of the course, students will be able to:

1. Troubleshoot, solve, and document common end user and network security problems.
2. Install, configure, and troubleshoot a variety of software and hardware computer systems.
Students will be able to:
1. Compare and contrast differences among the various types of software support environments.
2. Interpret the desktop support technician's role in an organization's tier structure.
3. Troubleshoot and formulate solutions for common end user problems.
4. Compose documentation of problems and solutions of software and hardware for computer systems.
5. Configure and troubleshoot network and cloud based services.
6. Install and configure computer common hardware and software applications.
7. Troubleshoot and develop solutions for network security problems.
8. Demonstrate IT professionalism and excellent customer service skills.


Class Meetings


This class will have a live lecture component on Wednesday evenings(6-8pm) which will be recorded and made available to students. (Although it is not mandatory to attend the live lecture, students might find it useful to have direct access to the Instructor for questions)

CS84.13: IT Support: Section 7657: Live Lecture
Wednesdays, 6:00 – 8:00pm

Meeting ID: 327 235 7913
Passcode: c5urDK

Instructor Contact

DocScottRosen.jpg Dr. Scott Rosen

Office: 654 Call Hall Petaluma
 Fax: (707) 778-3910

Text: (707)478-8649

Text is the fastest but I usually respond to emails within 48 hours.

Instructor Schedule


  • 10am-1:15pm Online Office Hours
  • 2-4pm CS 5 Computer Literacy: Section 4503 (ONLINE) Live Lecture - (Recorded)
  • 5:30-6pm Office Hours (ONLINE)
  • 6- 8pm  CS 5 Computer Literacy: Section 4505 (ONLINE) Live Lecture - (Recorded)


  • 12-2pm CS 5 Computer Literacy: Section 6357 (ONLINE) Live Lecture - (Recorded)
  • 2-4pm Department Activities CS Department
  • 5:30 - 6pm Office Hours (ONLINE)
  • 6 - 8pm  CS 80.15 IT Essentials: Section 5325 (ONLINE) Live Lecture - (Recorded)


  • 3-5pm Academic Senate
  • 5:30 - 6pm Office Hours (ONLINE)
  • 6-8pm  CS 80.15 IT Support: Section 7657 (ONLINE) Live Lecture - (Recorded)



The textbook is required

A Guide to Computer User Support for Help Desk and Support Specialists 5th or 6th6th Edition
[Paperback] Fred Beisse (Author)

ISBN-13: 978-1285852683
ISBN-10: 1285852680


You can locate and order textbooks online via the SRJC Bookstore. If your class is based out of Petaluma, your books will be listed on the Petaluma Bookstore web site.

Supplies.pngRequired Tools & Software

  • 1 USB Flash Drive (2GB or greater)
  • 1” Binder to hold course labs, projects, and materials
  • Here is a link to a super deal on Microsoft Office from the Foundation for California Community Colleges:

Computer Toolkit

The computer toolkit (you will need to acquire your own) should include the following tools: 

  • Phillips screwdriver
  • Flathead screwdriver
  • Needle-nose pliers
  • Electrostatic discharge (ESD) wrist strap and cord
  • Lint-free cloth
  • Electronics cleaning solution
  • Flashlight
  • Thermal compound
  • Software Tools
  • Notebook
  • Other tools as recommended by instructor

Useful but not required

  • Hex Socket Drivers (various sizes)
  • Safety glasses
  • Multimeter (optional)
  • Digital Camera (optional)
  • Compressed air service canister


IFIXIT Pro Tech Toolkit
Although not required, the IFIXIT Pro Tech Toolkit is a good kit and students really like it although it is a bit more expensive than other kits approx $70 (Links to an external site.)

Important Dates

Date Class Begins:



Date Class Ends:


Last Day Add w/o add code:



Last Day Add with add code:


Last Day Drop for Refund:



Last Day for P/NP option:


Last Day Drop w/o W:



Last Day Drop with W:





Date Final Exam:

To be Arranged




Date Midterm Roster:

3/29/2021 - 4/25/2021

CIS 84.13 is a 3-unit course. We meet each week for 4 hours in the classroom/lab. To do well, plan on spending one or more hours of outside work (reading, study, projects, etc.) for each hour you spend in class.

Dropping the Class

If you decide to discontinue this course, it is your responsibility to officially drop it. A student may be dropped from any class when that student's absences exceed ten percent (10%) of the total hours of class time. It is strongly advised that if you need to miss more than one class/homework deadline in a row that you contact the instructor to avoid being dropped from the class.
If you feel you must quit the class, please talk with me first. Together we may find a way for you to complete the course successfully. If you quit without officially dropping, you are still graded on all the remaining work, usually resulting in an “F” grade. to an external site.



I expect you to attend regularly.
If for any reason you will be absent, late, or leaving early,please let me know in advance (or as soon after as possible in case of emergency). Any absence without notifying me is unexcused. More than three unexcused absences may result in dismissal from class. After any absence, you are responsible for getting class handouts from the class Web page and notes from a classmate. You might also talk with me about when to turn in any assignments you missed.

Note: Students who fail to attend the first class meeting may be dropped by the instructor.


Pass‐NoPass (P/NP)

You may take this class P/NP. You must decide before the deadline, and add the option online with TLC or file the P/NP form with Admissions and Records. With a grade of C or better, you will get P.

You must file for the P/NP option by [date]. Once you decide to go for P/NP, you cannot change back to a letter grade. If you are taking this course as part of a certificate program, you can probably still take the class P/NP. Check with a counselor to be sure.

Instructor Announcements and Q&A Forum

The instructor will post announcements on the “Instructor Announcements” page in Canvas throughout the semester. Canvas notifies students according to their preferred Notification Preferences.

Late Policy

All assignments are due at midnight PST on the due date. A late submission will receive a 20% penalty. Submissions more than one week late are not accepted without prior arrangement.

Grading Policy

Click the “Grades” link in Canvas to keep track of your grades. I usually grade once a week and post grades and comments in the Canvas gradebook.

Grades will be based on the total percentage of points earned during the course, assigned as follows:

  • Weekly Homework & Projects(15): 50%
  • Tests (2): 30%
  • Final Exam / Project: 20%


[There will be online midterm and final exams. The material comes from the textbook, class lectures and supplemental materials. If any exam is missed, a zero will be recorded as the score. It is your responsibility to take the exams by the due date.]

The following percentages earn at least these grades: 

  • 90 - 100% A 
  • 80 - 89% B 
  • 70 - 79% C 
  • 60 - 69% D 

Standards of Conduct

The best way to learn is through active participation; therefore, we respect others when talking by being on-time, listening actively, and by being polite even when we disagree with another’s viewpoint.  Please turn off all electronic devices.  If you use a laptop for note taking, please sit in the front row with the sound off.  No food in class please.
Students who register in SRJC classes are required to abide by the SRJC Student Conduct Standards. Violation of the Standards is basis for referral to the Vice President of Student Services or dismissal from class or from the College. See the Student Code of Conduct page.Links to an external site.

Collaborating on or copying of tests or homework in whole or in part will be considered an act of academic dishonesty and result in a grade of 0 for that test or assignment. Students are encouraged to share information and ideas, but not their work. See these links on Plagiarism:
SRJC Writing Center Lessons on avoiding plagiarism
SRJC's statement on Academic IntegrityLinks to an external site.

Special Needs

If you need disability related accommodations for this class, such as a note taker, test taking services, special furniture, etc., please provide the Authorization for Academic Accommodations (AAA letter) from the Disability Resources Department (DRD) to the instructor as soon as possible. You may also speak with the instructor privately during office hours about your accommodations. If you have not received authorization from DRD, it is recommended that you contact them directly.

Disability Resources Department - Links to an external site.
Tel: (707) 527-4278 Santa Rosa
Tel: (707) 778-2491 Petaluma

Every effort is made to conform to accessibility standards for all instructor-created materials. Students should contact their instructor as soon as possible if they find that they cannot access any course materials. Students with disabilities who believe they need accommodations in this class are encouraged to contact Disability Resources (527-4278).


Course Summary:

Date Details Due