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Offered in partnership with
George Mason University
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If you're interested in being a part of the computer industry, working in customer support is a great place to start. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program will give you the skills to work in this exciting field. This online certificate program is offered in partnership with major colleges, universities, and other accredited education providers.
By completing the Help Desk Analyst: Tier 1 Support Specialist Online Training Program, you'll understand how to:
The computer support industry is one of the fastest-growing fields, and there is every indication that this growth will continue. This program uniquely prepares you to work as a support specialist by focusing on the business needs of the customer, establishing credibility and trust, and handling the most difficult customer scenarios. You'll learn about problem solving and troubleshooting, team dynamics, and interpersonal communication skills. You'll also get a broad overview of the back-office operations of a support center, and the common industry tools and technologies used in providing exceptional customer support.
Upon registering, you're given six months to complete the program.
This program is compatible with the Windows XP and later operating systems and can be accessed using the following major browsers: Internet Explorer, Chrome, and Firefox. In addition, this course can be taken on a mobile device, as it is available as a mobile app.
This program can be taken from either a Mac or a PC. There are no specific computer requirements other than an Internet connection, Windows Media Player (available as a free download), and Adobe Acrobat Reader (also available as a free download).
All program materials are available online.
There are no specific prerequisites for this program, although six months of support industry experience is recommended. The Help Desk Analyst: Tier 1 Support Specialist Online Training Program is designed for support professionals seeking greater understanding of their job and better performance in doing their job.
The Help Desk Analyst: Tier 1 Support Specialist course is a preparation for the Support Performance Tier-1 Support Specialist (SPC-T1SS) Certification*. Students who complete the Tier 1 Support Specialist course have the option to sit for the SPC-T1SS Certification exam at no additional cost. Students who complete the course with a passing grade will receive a certificate of completion. Additionally, students who complete the course and the certification exam (both with a passing grade) will receive two certificates; one that shows course completion and one that states SPC-T1SS certified.
*This is an organizational certification through SCInc., not an industry certification
Eric Svendsen, Ph.D., is CEO of SCInc. For over a decade, he taught on the faculty of Ziff Davis Education (ZDNet) and Help Desk Institute, where he consistently ranked as one of the highest-rated and most sought-after consultant/instructors. Eric developed the original seminars and course materials for the first industry-accredited and internationally recognized help desk certification seminars, and he was personally involved in the development of certification standards and exams for the support industry. He has also provided both technical and professional consulting and training to hundreds of organizations. Eric speaks regularly at computer-industry events and has written numerous articles for industry publications such as Support Solutions magazine, LifeRaft magazine, and Support World magazine. He has also written several books, including Presentation Skills and Accelerated Learning Techniques for Computer Trainers. More recently, Eric contributed to the Thomson Course Technology book, A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition (2004).
1. Can I register for programs if I am an international student?
Yes, because ed2go programs are online you never have to actually travel to the school. Most schools offer telephone or online registration.
2. How long does it take to complete a program?
All of our programs are self-paced and open enrollment, so you can start them when you want and finish them at your own pace. Upon registration, you're given six months to complete this program.
3. Do I have to buy additional materials?
All the materials you'll need are included, and their cost will be covered by your tuition. ed2go will ship all materials ground service upon enrollment.
4. Can I get financial assistance?
ed2go courses are non-credit courses, so they do not qualify for federal aid. In some states, vocational rehab or workforce development boards will pay for qualified students to take our courses.
5. What happens when I complete the program?
Upon successful completion of the program, you will be awarded a certificate of completion. Students will also have the option to sit for the Support Performance Tier-1 Support Specialist (SPC-T1SS) certfication exam at no additional cost.
6. Am I guaranteed a job?
ed2go programs will provide you with the skills you need to obtain an entry-level position in most cases. We don't provide direct job placement services, but our facilitators and career counselors will help you build your resume and are available to give advice on finding your first job. Facilitators will also be available to use as a professional reference upon completion of the program. Potential students should always do research on the job market in their area before registering.
7. Who will be my instructor?
Each student is paired up with a facilitator for one-on-one interaction. The facilitator will be available (via e-mail) to answer any questions you may have and to provide feedback on your performance. All of our facilitators are successful working professionals in the fields in which they teach.
8. What software or hardware do I need in order to take online programs and what are the system requirements?
In order to take our online programs, you must have access to a computer and the Internet. You can access the program contents from any Web-enabled computer. You don't have to use the same computer to log-in to the program every time. We recommend that you have a word-processing program (Microsoft Word is best) and the latest version of Internet Explorer.
9. Can I use a Mac?
Yes, you can use a Mac for this program.
10. How can I get more information about the program?
If you have questions that are not answered on our website, please feel free to contact us via LIVE chat (click the button toward the top of the page). If you are visiting us during non-business hours, please feel free to send us a question using the "Contact Us" form to the right. You may also call us at 1-855-520-6806. We will answer your questions promptly.
11. When can I start the program?
Our programs are all open enrollment. You can register and start the program as soon as you are ready.
Please note: Once the program curriculum is accessed online or through submission of a material shipment confirmation, refunds cannot be issued.
12. What if I don't have enough time to complete my program within the time frame provided?
time allotted to complete your program has been calculated based on the
number of hours for each program, so don't worry too much about not
completing in time. If, after a concerted effort, you are still unable
to complete, your Student Advisor will help you work out a suitable
completion date. Please note that a fee will be charged for an
The instructor was knowledgeable, friendly, and helpful. I would recommend this course to others. Thank you to Dr. Svendsen! - G.E., College of Staten Island, CYNY
I just wanted to give you a note of appreciation. I'm only partially through the course at this point, but so far I've enjoyed your lectures. You have a warm, confident, and authoritative style that instills a sense of confidence and learning. This is my first time doing an online course (I have a Bachelor's degree from a small liberal arts college in PA), and, for me at least, there's always a weariness about the quality and substance of any online course. But with your course at least, I feel that I'm getting good information from a knowledgeable, competent source!- L.C., Harrisburg Area Community College
I have to admit, I was not at all enthralled with the thought of taking an online class. I have surprised myself (and my supervisor) on how much I am enjoying it. Again, thank you!- C.M., Collin College
I liked that the instructor was very helpful and knowledgeable about the subject. I also enjoyed that the course was accessible to those with visual impairments. Because of this, I will recommend this course to those who are blind. Keep the course interface the way it is! Do Not change a thing.- J.B., Linn-Benton Community College
The instructor was very competent and knowledgeable about the subject, backed up by years of experience in the field. I appreciated his warmth and accessibility as a speaker- he's not pretentious or condescending. Specifically, I appreciated his grasp of human nature. All too often, discussions about things of a conceptual nature turn abstract and academic, all that is taught are nice, clean theories that have little testing in the real world. The instructor teaches in a way that acknowledges that his students will be interacting with real-world, flesh-and-blood people, and that makes all the difference! The instructor is what makes this course so great.- J.B., Harrisburg Area Community College
This program is very helpful for those who have full time jobs and are also parents. I like the fact that it's very easy to communicate with the instructor. This is my first time doing an online course and I must admit it was way better than I assumed it would be. I really enjoyed it! Some parts I took as a refresher and others were things that never crossed my mind.- B.N., Southwest Tennessee Community College
The professor was knowledgeable, friendly, and helpful. I would recommend this website and course to others. Thank you to Professor Svendsen.- J.S., College of Staten Island, CUNY
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