Help Desk Support Certificate | Genesee Community College

Skills & Competencies

Skills developed through this program

Auto-populatedfrom O*NET via SOC 15-1232.00

Skills

SpeakingReading ComprehensionActive ListeningCritical ThinkingComplex Problem SolvingWritingJudgment and Decision MakingMonitoring

Knowledge

Computers and ElectronicsCustomer and Personal ServiceTelecommunicationsEnglish LanguageEducation and Training

Abilities

Oral ComprehensionWritten ComprehensionOral ExpressionWritten ExpressionNear VisionProblem SensitivityDeductive ReasoningInformation OrderingSpeech RecognitionSpeech Clarity

Tasks

Oversee the daily performance of computer systems.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating s
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolv

Technology

Word processing softwareInternet directory services softwareDocument management softwareDevelopment environment softwareGraphics or photo imaging software

Tools

Computer tool kitsDesktop computersDigital tapesMS-DOS-bootable disksMainframe computersMulti-line telephone systemsNetwork analyzersNotebook computersPower metersPunchdown toolsRedundant array of independent disks RAID systemsReflectometersScrewdriversWire crimpers

Work Values

RelationshipsWorking ConditionsAchievementSupportIndependenceRecognition

Career Pathways

Occupations this program prepares you for

Auto-populatedfrom O*NET + BLS

Occupations matched to this program, with median wage, top wage, growth, and openings
SOC	Occupation	Method	Wage	Growth	Openings
Match confidence: medium15-1232.00	Computer User Support Specialists	title_inference	$60,340 median$98,010 top	-3.7%	-2,700

Program Pathways

Credentials this program stacks toward

No program pathways.

What You'll Learn

Key competencies developed through this program

Auto-populatedfrom NSX Competency Framework

Mastery: developing (Level 2)(based on Certificate)

Routine hardware faults and software configuration errors — diagnose and resolve independently using diagnostic tools and knowledge base articles in a mid-sized business environment.
Operating systems and standard productivity applications — install, configure, and perform minor repairs on end-user machines with minimal oversight following approved specifications.
User inquiries about software operation and network connectivity — answer clearly and accurately, adapting explanations to non-technical audiences at a corporate help desk.
Equipment for new employee onboarding — set up and test including cables, peripherals, and licensed software in accordance with IT provisioning standards.
Technical manuals and vendor documentation — read and interpret to troubleshoot unfamiliar hardware or software issues within a defined support scope.
Communication logs and daily data transaction records — maintain and update consistently to ensure accurate documentation of all support activities.
System functioning during and after repairs — verify by entering commands and reviewing outputs to confirm resolution before closing support tickets.
Recurring user-reported problems — identify patterns across tickets and escalate systemic issues with supporting evidence to senior IT staff.
Internet directory services and remote support tools — use to locate resources and deliver remote assistance to distributed end users efficiently.
Basic user training on standard applications — provide informally in one-on-one sessions, adapting delivery to individual learning needs.

Program Details

Detailed information about this program

No detailed information available.

Requirements

What you need to earn this credential

No requirements listed.

Financial Aid

Eligible funding programs

No funding information available.

Scholarships

No scholarships listed.