IT Customer Support Microcredential

SUNY Oneonta’s IT Customer Support microcredential will help you gain the skills required to support a business or organization with first-call resolution, effective troubleshooting and gathering relevant data. You will also gain valuable communication and problem-solving skills and develop proficiency in understanding a constantly changing technological environment.

Upon completion of the program, you will be able to demonstrate the following competencies:

• network device registration (guiding a user how to register different device types);
• configuring email on a mobile device;
• understanding cloud storage, managing file retention and versioning;
• transferring or troubleshooting client data access in physical or cloud storage media;
• creating/updating requests and incidents;
• creating and/or maintaining relevant documentation/procedures;
• diagnosing and resolving a printer error;
• using enterprise phone systems answer client calls and provide support;
• taking an active role in collaborating, teaching and mentoring peers;
• recognizing and following Family Educational Rights and Privacy Act (FERPA) guidelines;
• understanding and guiding users through the account lifecycle; and
• gathering relevant information for resolving an IT issue, and logging it in call tracking software.