To learn more, visit: https://www.morainepark.edu/academics/programs/information-technology-service-desk-technician-apprenticeship/
Program Number: 50-154-1
Apprenticeship
Campus: Fond du Lac
This program is not eligible for financial aid
About the Program
Information Technology - Service Desk Technicians are tasked with fielding incoming technical support communications and tickets; troubleshooting; communicating over the phone, email and online chat; and resolving user inquiries. Additionally, they may schedule maintenance on computer systems and teach clients to use software programs.
What You'll Learn
Students will learn how to manage various IT projects and consult with staff, users and management when needed. They will gain proficiency in troubleshooting hardware and software problems. Graduates are skilled in providing technical assistance and answering inquires to resolve issues. Students also learn the importance of creating and maintaining training and other documentation.
Additional Information
Learn more at www.wisconsinapprenticeship.org
Application/Admission Information
Students interested in an apprenticeship do not complete standard admissions with Moraine Park.
Interested students/employers should contact the training representative listed below to start the apprentice/employer apprenticeship contract application:
Lavelle Gill, Apprenticeship Training Representative
Phone: (262) 340-1143
Email: almonl.gill@dwd.wisconsin.gov
Learn more at www.wisconsinapprenticeship.org
Application Requirements
Registered Wisconsin Apprentice
Special Provisions: Complete Series 6 Certification
Minimum Qualifications:
- Be at least 18 years of age
- Have a high school diploma, GED or equivalency
- Have a valid government-issued photo identification
Approximate Costs
Tuition
Occupational
- $149.50 per credit (resident)
- $224.25 per credit (out-of-state resident)
Associate of Arts/Associate of Science
- $188.90 per credit (resident)
- $283.35 per credit (out-of-state resident)
Online students are not charged out-of-state fees.
Student Fees
- $5.00 minimum per course Material Fee
- $13.45 per-credit Supplemental Fee for Undergraduate courses
- $4.50 per term mandatory Student Accident Insurance Fee
Please refer to Tuition & Fee Information for additional enrollment fee information.
Training Period
- 1-year apprenticeship under the hybrid model (both time-based and competency-based)
- 2,000 hours on-the-job training
- 144 hours over 12 months
- Complete Transition to Trainer course in the final year
Working Conditions
IT - Service Desk Technicians generally work in an office environment and spend most of their time using computers and viewing computer monitors.
Course Requirements
Plan of Study Grid
| Year 1 |
|---|
| Semester 1 |
|---|
| 154-113 |
Help Desk Concepts |
3 |
| | Credits | 3 |
| Semester 2 |
|---|
| 154-116 |
Computer Software Support |
3 |
| 154-117 |
Computer Hardware Support |
3 |
| | Credits | 6 |
| | Total Credits | 9 |
Note: This program consists of 9 credits over one academic year. Waiver of prerequisites will be on a case-by-case basis. Subject to CPLE examination, some students may be required to take several additional courses.
Students must take course 47-455-455 Transition to Trainer, Your Role as a Journeyworker (complete in the final year).
Program Outcomes
- Process incoming customer contact (call/ticket/chat)
- Triage the issue
- Communicate triage results with customer
- Solve the issue
- Escalate the issue
- Follow-up with issue
