Content Outline and Competencies:

I. Personal Computer

A. Identify hardware components.

B. Define the purpose of operating system software.

C. Describe current application software.

D. Discuss peripheral devices.

II. File Management

A. Move, copy, rename, delete and restore files.

B. Organize files and folders.

C. Compress and extract files.

III. Applications

A. Create, save and edit files using multiple applications.

B. Copy data between programs.

C. Work with image and sound files.

IV. Email

A. Discuss and use multiple email clients.

B. Compose and send email.

C. Open and reply to email.

D. Attach and download files.

V. Internet

A. Use the Internet and current web browsers to access information.

B. Use current search engines to search for information.

C. Discuss security threats.

Content Outline and Competencies:

I. Mac Computer

A. Identify hardware components.

B. Define the purpose of operating system software.

C. Describe current application software.

D. Discuss installing programs.

E. Discuss peripheral devices.

II. Operating System

A. Add a user account.

B. Customize the dock.

C. Customize the Share menu.

D. Discuss current operating system features.

III. Applications

A. Create, save and edit files using multiple applications.

B. Copy data between programs.

C. Work with image and sound files.

IV. File Management

A. Copy, move, rename, delete and restore files.

B. Organize files and folders.

C. Compress and extract files.

V. Email

A. Add an email account.

B. Compose and send email.

C. Open and reply to email.

D. Attach and download files.

VI. Internet

A. Use current web browsers to access information.

B. Use current search engines to search for information.

C. Discuss security threats.

Content Outline and Competencies:

I. Documents

A. Create, save and edit documents.

B. Adjust paragraph and line spacing.

C. Change margins, alignment and paragraph indents.

D. Apply text effects and copy formatting.

E. Change page orientation.

F. Insert paragraph and page borders.

G. Insert and edit a photo.

II. Navigation and Formatting

A. Work with comments.

B. Create bulleted and numbered lists.

C. Use the Navigation Pane.

D. Format text with styles.

E. Apply a theme to a document.

F. Insert and modify page numbers.

G. Create and modify citations and a bibliography.

III. Tables and Reports

A. Create a multipage report divided into sections.

B. Create and edit a table.

C. Sort rows in a table.

D. Modify a table’s structure.

E. Create footnotes and endnotes.

F. Set tab stops.

G. Create headers and footers.

IV. Page Layout and Design

A. Format text in columns.

B. Insert symbols, special characters and graphics.

C. Wrap text around a graphic.

D. Insert and format text boxes.

E. Create and modify WordArt.

F. Rotate and crop a graphic.

G. Add a page border.

Content Outline and Competencies:

I. Cloud Computing and Current Google Services and Applications

A. Describe cloud computing.

B. Discuss the advantages and disadvantages of cloud computing.

C. Discuss and explore current Google services and applications.

D. Describe getting started with Google Apps.

II. Google Email and Contacts

A. Create a Google account.

B. Create, send and view email and attachments.

C. Organize email.

D. Manage contacts.

III. Google Calendar

A. Schedule events and appointments.

B. Create and manage tasks.

C. Share calendars.

D. Publish calendars and events.

IV. Google Docs, Sheets and Slides

A. Create and format documents, spreadsheets and presentations.

B. Collaborate and add comments.

C. Use Google tools.

D. Publish to the web.

V. Google Drive

A. Upload files and folders.

B. Create new files.

C. Manage files and folders.

D. Sharing files and folders.

VI. Google Sites

A. Create a basic website.

B. Customize web pages.

C. Add web pages.

D. Share a website.

Content Outline and Competencies:

I. Spreadsheets

A. Open, navigate and save a spreadsheet.

B. Enter text, numbers and dates.

C. Manipulate columns and rows.

D. Cut, copy and paste cell data.

E. Print worksheets and formulas.

II. Data and Cell Formatting

A. Modify font styles and color.

B. Format cells.

C. Apply conditional formatting.

D. Copy and paste formatting.

E. Format for printing including headers and footers.

III. Formulas

A. Enter and edit simple formulas.

B. Build formulas with functions.

1. Math and Trig

2. Statistical

3. Financial

4. Date and Time

5. Logical

6. Lookup and Reference

C. Create formulas with relative, mixed and absolute cell references.

D. Copy and paste formulas.

E. Protect cell formulas.

IV. Data Charting and Analysis

A. Build common chart types.

B. Modify and format chart elements.

C. Perform what-if analysis.

D. Use spell check, comments and other reference tools.

Content Outline and Competencies:

I. Tables, PivotTables and PivotCharts

A. Create and modify a spreadsheet table.

B. Use spreadsheet tables to edit, sort and filter data.

C. Build table formulas to summarize data.

D. Build PivotTables and PivotCharts to analyze data.

II. Worksheet and Workbook Manipulation

A. Build formulas that reference multiple worksheets.

B. Build formulas that reference multiple workbooks.

C. Build templates.

III. Workbook Applications

A. Apply cell and range names.

B. Validate data entry.

C. Protect worksheets and workbooks.

IV. Advanced Formulas and Functions

A. Build formulas with multiple nested functions.

B. Build formulas using table syntax.

C. Build formulas that include error checking functions.

D. Build formulas with advanced statistical functions.

Content Outline and Competencies:

I. Spreadsheets

A. Open, navigate and save a spreadsheet.

B. Enter text, numbers and dates.

C. Manipulate columns and rows.

D. Cut, copy and paste cell data.

E. Print worksheets and formulas.

II. Data and Cell Formatting

A. Modify font styles and color.

B. Format cells.

C. Apply conditional formatting.

D. Copy and paste formatting.

E. Format for printing including headers and footers.

III. Formulas

A. Enter and edit simple formulas.

B. Build formulas with functions.

1. Math and Trig

2. Statistical

3. Financial

4. Date and Time

5. Logical

6. Lookup and Reference

C. Create formulas with relative, mixed and absolute cell references.

D. Copy and paste formulas.

E. Protect cell formulas.

IV. Data Charting and Analysis

A. Build common chart types.

B. Modify and format chart elements.

C. Perform what-if analysis.

D. Use spell check, comments and other reference tools.

V. Tables, PivotTables and PivotCharts

A. Create and modify a spreadsheet table.

B. Use spreadsheet tables to edit, sort and filter data.

C. Build table formulas to summarize data.

D. Build PivotTables and PivotCharts to analyze data.

VI. Worksheet and Workbook Manipulation

A. Build formulas that reference multiple worksheets.

B. Build formulas that reference multiple workbooks.

C. Build templates.

VII. Workbook Applications

A. Apply cell and range names.

B. Validate data entry.

C. Protect worksheets and workbooks.

D. Create, edit and run macros.

VIII. Advanced Formulas and Functions

A. Build formulas with multiple nested functions.

B. Build formulas using table syntax.

C. Build formulas that include error checking functions.

D. Build formulas with advanced statistical functions.

IX. Advanced Data Analysis

A. Use the What-If Analysis tool.

B. Create one and two-variable data tables.

C. Create and analyze scenarios.

D. Find optimal solutions using Solver.

X. Data Intelligence Tools

A. Create data queries on large data sets.

B. Create data maps and charts.

C. Create and analyze scenarios.

Content Outline and Competencies:

I. Database Concepts

A. Explain the purposes for a database.

B. Describe the advantages of a database.

C. Define database terminology.

II. Tables

A. Create and modify table structures.

B. Compare and contrast field types.

C. Modify field properties.

D. Create primary key fields.

III. Relationships

A. Compare, contrast and apply different relationships.

1. One-to-One

2. One-to-Many

3. Many-to-Many

B. Describe and apply referential integrity.

IV. Data Entry

A. Modify records in datasheets and forms.

B. Explore records in datasheets and forms.

V. Sort and Filter

A. Order records using one or more sort fields.

B. Select records using textual, numeric and date criteria.

VI. Queries

A. Create select queries.

B. Develop criteria to limit the recordset using logical and mathematical operators.

C. Create calculated fields.

D. Create summary fields using functions such as Sum, Average and Count.

VII. Forms

A. Create forms with a wide variety of controls such as text boxes, labels, command buttons, images and combo boxes.

B. Modify control properties.

VIII. Reports

A. Create reports with text boxes and labels.

B. Modify report sections and controls to modify create reports.

C. Create expressions to create calculations on groups of records.

Content Outline and Competencies:

I. Advanced Queries

A. Build parameter queries.

B. Build crosstab queries.

C. Analyze redundant data.

D. Analyze unrelated records.

E. Create queries to find top values.

F. Create action queries to make tables, append records, delete records and update fields.

G. Join tables within a query.

H. Use basic Structured Query Language (SQL) commands to build a query and retrieve data.

II. Advanced Forms

A. Create forms with subforms.

B. Add tab controls to enhance the design of a form.

C. Create combo boxes to enter data or find data.

D. Add calculations to forms.

III. Advanced Reports

A. Apply multiple sorting and grouping fields.

B. Create calculated controls to subtotal data.

C. Create report totals.

IV. Data Importing and Exporting

A. Import and export data between Access and HTML.

B. Import and export data between Access and spreadsheets.

C. Import and export data between Access and text files.

D. Convert Access data to PDF.

V. Analyze Relationships

A. Analyze many-to-many relationships.

B. Build one-to-many relationships.

C. Build one-to-one relationships.

D. Describe and apply referential integrity.

VI. User Interface Issues

A. Design and develop navigation forms.

B. Create dialog boxes and error message prompts.

C. Create macros to automate common processes.

D. Create command buttons to run macros.

E. Create custom toolbars and menus.

VII. VBA Programming Code

A. Write event procedures to automate common tasks.

B. Create custom functions to calculate values.

C. Test and debug procedures.

Content Outline and Competencies:

I. Email

A. Configure account options.

B. Compose and send email.

C. View and reply to email.

D. Attach a file to an email.

E. Organize email messages in folders.

II. Calendars

A. Configure calendar options.

B. Create and manipulate appointments.

C. Schedule events and meetings.

D. Organize calendars with color categories.

E. Share a calendar.

III. Contacts

A. Create new contacts.

B. Modify contacts.

C. Sort and search for contacts.

D. Manipulate attachments to contacts.

E. Create and manage a contact group.

IV. Tasks

A. Create a new task.

B. Create recurring tasks.

C. Categorize tasks.

D. Assign a task.

E. Create and use notes.

Content Outline and Competencies:

I. Help Desk Support Roles

A. Describe the role of the support center.

B. Describe the role and responsibilities of the help desk professional.

C. List and compare the different tiers of support.

D. Discuss different types of users and services provided to them.

E. Describe the steps in a typical incident process.

II. Communication Skills

A. Identify the elements of communication.

B. Describe verbal versus non-verbal communication skills.

C. Describe strategies for difficult clients and incidents.

D. List methods help desk professionals can use to improve customer interactions.

E. Compare different external and internal filters that affect communications.

F. Describe different communication methods used by help desk professionals.

III. Personal Skills

A. Discuss the value of attitude.

B. Discuss the benefits of a positive attitude related to an organization’s customers.

C. Identify common signs of stress, distress and burnout.

D. Describe effective time management skills.

E. Discuss possible career paths for a help desk professional.

IV. Technical Skills

A. Discuss typical hardware components and potential problems.

B. Discuss operating systems and software applications.

C. Describe networks and common network components.

D. Identify methods for protecting networks.

E. Discuss common industry certifications that demonstrate proficiency with computer skills and operating systems.

V. Security Skills

A. Describe methods for protecting information technology (IT) resources.

B. Discuss the importance of recognizing and managing risks.

C. Discuss malware and protecting against it.

D. Identify risk management strategies.

E. Discuss common threats.

 VI. Troubleshooting Skills

A. Describe key troubleshooting steps.

B. Describe the importance of following standard operating procedures.

C. Identify essential problem-solving skills.

D. Explain the benefits of remote access applications.

 VII. Written Communication

A. Compare writing styles.

B. Describe technical writing.

C. Discuss writing for customers.

D. Discuss writing for internal personnel.

VIII. Training Skills

A. Identify effective training skills and techniques.

B. Describe the steps involved in training.

C. Compare one-on-one versus group training.

IX. Business Skills

A. Discuss and review core business skills.

B. Define Information Technology Infrastructure Library (ITIL).

C. Describe the ITIL lifecycle.

D. Identify the most common ITIL certification.

E. Define a service level agreement.

F. List common ITIL good practices used in organizations.

X. Help Desk Value

A. Discuss performance metrics for evaluating value.

B. Identify help desk costs.

C. Describe the steps to create a cost benefit analysis.

Content Outline and Competencies:

I.  Project Management Concepts

A. Discuss project management concepts.

B. Describe a project plan.

C. Identify project resources.

D. Discuss project timelines.

II.  Project Plan

A. Determine forward or backward scheduling methodologies.

B. Create projects.

C. Change project views.

D. Develop and create project calendars.

III. Tasks

A. Enter, prioritize and link tasks.

B. Estimate and set task durations.

C. Define and set task relationships.

D. Identify factors and constraints impacting tasks.

IV. Resources

A. Identify work, material and cost resources.

B. Assign work, material and cost resources.

C. Manage overallocations.

D. Manage schedule conflicts.

V.  Finalize and Communicate

A. Set the project baseline.

B. Track progress.

C. Update the project plan.

D. Set up custom views and filters for data visualization.

E. Build project dashboards and custom reports.

Content Outline and Competencies:

I. Presentation

A. Discuss the steps of planning, developing and giving a presentation.

B. Plan, create and edit a new presentation.

C. Manipulate slides.

D. Insert graphics and objects.

E. Create speaker notes.

II. Media and Special Effects

A. Add formatting and special effects to objects.

B. Create and format tables.

C. Apply transitions and animations.

D. Add and modify a video.

E. Compress media.

III. Advanced Object Formatting

A. Create and modify a SmartArt diagram.

B. Create and modify a chart.

C. Insert a textbox and apply WordArt styles.

D. Create a custom shape and apply advanced formatting.

E. Add alt text to graphics.

IV. Advanced Animation Effects

A. Add multiple animations to objects.

B. Set animation triggers.

C. Create and edit hyperlinks.

D. Create a custom color palette.

E. Create a self-running presentation with narration.

F. Save the presentation in other file formats.

Content Outline and Competencies:

I. Templates, Themes and Styles

A. Create a new document from a template.

B. Customize document themes.

C. Customize styles.

D. Generate and update a table of contents.

E. Create and use a template.

F. Create building blocks.

II. Mail Merge

A. Create a data source.

B. Insert merge fields.

C. Merge main document and data source.

D. Customize merge results.

E. Convert a table to text.

III. Data Collaboration and Integration

A. Track changes in documents.

B. Compare and combine documents.

C. Embed and modify worksheets and charts.

D. Create and edit hyperlinks.

E. Create and publish a blog post.

IV. Document Customization and Automation

A. Apply advanced text formatting.

B. Translate text.

C. Edit file properties.

D. Automate documents using fields.

E. Create, edit and run macros.

Content Outline and Competencies:

I. Components of a Computer System

A. Identify key components and functionality of hardware.

1. CPU

2. Memory

3. Hard drive

B. Define the purpose of common software programs.

1. Operating system

2. Application programs

C. Identify and use current peripheral devices.

1. Input devices

2. Output devices

3. Storage devices

II. Operating System

A. Copy, move, rename and delete files and folders.

B. Minimize, maximize, restore and resize windows.

C. Launch applications, access help and search for files.

D. Customize the operating system environment.

III. Word Processing

A. Create, edit, save and print documents.

B. Correct spelling and grammar errors.

C. Use the help system.

D. Format text with font and character formatting.

E. Create bulleted and numbered lists.

F. Apply paragraph formatting.

G. Insert and manipulate graphics.

H. Create a multipage report divided into sections.

I. Apply page layout features including headers, footers and margins.

J. Format text with styles.

K. Create, format and edit a table.

L. Create citations and bibliographies.

M. Identify document properties and secure documents.

IV. Spreadsheet

A. Create, edit, save and print workbooks.

B. Enter labels, values and formulas.

C. Use the help system.

D. Apply absolute, mixed and relative cell references in formulas.

E. Create formulas with functions.

F. Insert and delete rows and columns.

G. Move and copy a range of cells.

H. Perform what-if analysis.

I. Format and align labels and values.

J. Apply page layout features including headers, footers and print settings.

K. Use spell check on worksheets.

L. Add comments and graphics to worksheets.

M. Protect cell formulas and secure worksheets and workbooks.

N. Print formulas.

O. Create and modify charts.

V. Presentation

A. Create, edit, save and print presentations.

B. Add, duplicate, rearrange and delete slides.

C. Use the help system.

D. Create handouts and speaker notes.

E. Preview, print and save presentations.

F. Change existing slide layouts.

G. Insert pictures and clip art.

H. Apply presentation themes.

I. Animate objects and bulleted lists.

J. Embed sound and video in presentations.

VI. Database

A. Build tables by defining fields and setting field properties.

B. Specify primary keys.

C. Use the help system.

D. Link tables with one to many relationships.

E. Enter and edit records.

F. Create and run queries to sort and select data.

G. Create and format forms.

H. Create and format reports.

I. Create interfaces to protect and secure data.

VII. Integration

A. Embed charts into documents.

B. Link worksheets to documents.

C. Secure data and files using links and passwords.

D. Create presentations from document outlines.

VIII. Internet Research

A. Develop search techniques for locating information on the Web.

B. Use search engines to conduct searches.

C. Find and evaluate information on the Web.

D. Identify and document Web resources.

E. Discuss and apply copyright laws and principles.

F. Document Web resources according to academic research standards.

Content Outline and Competencies:

I. Work Environment

A. Create user accounts.

B. Customize the Start screen.

C. Work with multiple desktops.

D. Customize the taskbar.

E. View and modify folder options.

II. Advanced Personalization and Customization

A. View and configure the Windows Firewall.

B. Defragment and optimize a hard drive.

C. Display and adjust ease of access settings.

D. View privacy settings.

E. Display update and security settings.

III. Advanced Search Techniques

A. Search for a file by specifying properties.

B. View and modify the index.

C. Search for media files using specialized properties.

D. Refine searches using the search box.

E. Configure search box settings.

IV. Digital Media

A. Organize photos using albums.

B. Enhance pictures with editing tools.

C. Work with playlists.

D. Modify Closed Captioning settings.

V. Networks, Security and Utilities

A. Manage Windows Firewall.

B. Protect against computer viruses and malware.

C. Use the Network and Sharing Center.

D. Enable Remote Desktop and Remote Assistance connections.

E. Backup and restore files.

F. Use System Restore features.

Content Outline and Competencies:

I.  Digital Citizen

A.  Define digital literacy.

B.  Describe how to protect personal information.

C.  Explain the role of technology in the professional world.

D.  Describe the legal and ethical responsibilities of a digital citizen.

II.  Connect and Communicate Online

A.  Discuss the evolution of the Internet and Web.

B.  Identify techniques for connecting to the Internet.

C.  Explain various online activities and services.

D.  Identify considerations for using online content.

III.  Hardware

A.  Describe the characteristics and uses of input and output devices.

B.  Discuss preventing and troubleshooting hardware theft or failure.

C.  Discuss internal, external and cloud-based storage.

D.  Describe network hardware.

E.  Identify responsible e-waste and technology disposal techniques.

IV.  Programs and Apps

A.  Identify the general categories of programs and apps.

B.  Discuss methods for acquiring programs and apps.

C.  Identify key features of productivity applications, graphics and media applications.

D.  Identify key features of security and system management tools.

V.  Digital Security

A.  Identify risks associated with technology use.

B.  Identify cybercrimes and criminals.

C.  Describe ways to safeguard against various types of Internet and network attacks.

D.  Discuss techniques to prevent unauthorized computer access and use.

E.  Discuss issues surrounding information privacy and security.

VI.  Input and Output

A.  Differentiate between input and output.

B.  Identify manual and digital input devices.

C.  Identify physical and digital output methods.

D.  Identify uses of various assistive technology input and output methods.

E.  Discuss how to customize and manage input and output devices.

VII.  Digital Storage

A.  Describe storage versus memory.

B.  Discuss types of storage.

C.  Discuss preserving content.

VIII.  Operating System Resources

A.  Explain the purpose of an operating system.

B.  Describe operating system functions.

C.  Discuss types of operating systems.

D.  Describe desktop, server and mobile operating systems.

IX.  Networks

A.  Describe networks.

B.  Discuss network communications standards and protocols.

C.  Explain communication lines and devices.

D.  Describe types of transmission media.

X.  Databases

A.  Describe databases, data and information.

B.  Discuss file processing systems and databases.

C.  Describe types of databases.

D.  Discuss database management systems.

XI.  System and Application Development

A.  Discuss system development.

B.  Describe data and information gathering techniques.

C.  Identify application development languages and tools.

XII.  Technology Careers

A.  Describe the technology industry.

B.  Discuss careers in technology.

C.  Discuss types of technology certifications.

D.  Discuss job searching and career planning.

Content Outline and Competencies:

I. Templates, Themes and Styles

A. Create a new document from a template.

B. Customize document themes.

C. Customize styles.

D. Generate and update a table of contents.

E. Create and use a template.

F. Create building blocks.

II. Mail Merge

A. Create a data source.

B. Insert merge fields.

C. Merge main document and data source.

D. Customize merge results.

E. Convert a table to text.

III. Data Collaboration and Integration

A. Track changes in documents.

B. Compare and combine documents.

C. Embed and modify worksheets and charts.

D. Create and edit hyperlinks.

E. Create and publish a blog post.

IV. Document Customization and Automation

A. Apply advanced text formatting.

B. Translate text.

C. Edit file properties.

D. Automate documents using fields.

E. Create, edit and run macros.

V. Tables, PivotTables and PivotCharts

A. Create and modify a spreadsheet table.

B. Use spreadsheet tables to edit, sort and filter data.

C. Build table formulas to summarize data.

D. Build PivotTables and PivotCharts to analyze data.

VI. Worksheet and Workbook Manipulation

A. Build formulas that reference multiple worksheets.

B. Build formulas that reference multiple workbooks.

C. Build templates.

VII. Workbook Applications

A. Apply cell and range names.

B. Validate data entry.

C. Protect worksheets and workbooks.

D. Create, edit and run macros.

VIII. Advanced Formulas and Functions

A. Build formulas with multiple nested functions.

B. Build formulas using table syntax.

C. Build formulas that include error checking functions.

D. Build formulas with advanced statistical functions.

IX. Queries

A. Update database records.

B. Create and run a query.

C. Sort and filter data in a query.

1. Query criteria

2. AND OR criteria

3. Conditional operators

D. Use logical operators.

E. Create and format calculated fields.

F. Summarize data with aggregate functions.

G. Create advanced queries.

X. Forms

A. Use form creation tools to create and modify forms.

B. Navigate and modify data in a form.

C. Use form views to modify form controls.

XI. Reports

A. Create and modify a report.

B. Format and distribute a report.

C. Apply conditional formatting.

D. Use report views to modify report controls.

E. Use report sections to group and summarize data.

XII. Tables

A. Create lookup fields.

B. Apply the Input Mask property.

C. Define data validation properties.

Content Outline and Competencies:

I. Company or Organization Description

A. Describe the mission, vision and goals.

B. Provide a general outline of the organizational structure.

C. Describe the roles of employees and workflow of the organization.

D. Discuss the products and services of the organization.

II. Work Activities

A. Follow written and oral instructions.

B. Manage time and resources effectively.

C. Demonstrate effective written and oral communication.

D. Participate in meetings and teams as assigned.

E. Follow employer's rules, regulations and policies.

III. Workplace Skills

A. Apply technical skills learned in coursework.

B. Demonstrate analytical and problem-solving skills.

C. Demonstrate acquisition of new knowledge and skills.

D. Perform industry related tasks as specified by intern supervisors.

IV. Professionalism

A. Demonstrate appropriate business behaviors and attire for assigned area.

B. Demonstrate interpersonal skills appropriate to a business environment.

C. Demonstrate the principles of privacy, confidentiality and security.

Content Outline and Competencies:

Because of the nature of a Special Topics course, the course content outline and competencies will vary, depending on the special topic being offered. In order to maintain course consistency, rigor and uniqueness, each section of this course first must be reviewed and approved by the Computer Support Specialist (CSS) faculty prior to its being offered. The  CSS Faculty, the program Chair and the Division Dean will review each Special Topics course to be offered, and approve the course content. The CSS Department will also determine when and if the course may be taught.