Dec 05, 2021  
Catalog 2018-19 
Catalog 2018-19 [ARCHIVED CATALOG]

Help Desk Technician

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Program Description

This 5-course certificate program is designed to prepare students to support a client help desk, including the performance of basic help desk assessments and functions providing technical support and troubleshooting services to end-users who need assistance with computer hardware or software.  Help desk personnel may work in-house or remote assisting customers via phone and online.

Program Outcomes

Successful Completion:

CCBC Credential:

Students will be awarded a Continuing Education Workforce Training Certificate, and will have access to a Continuing Education academic record (transcript).

Financial Aid and Payment Options

Continuing Education Opportunity Grant
Partial Payment Option (through Nelnet Business Solutions)
Tuition Waiver for those who qualify
Baltimore County College Promise
Workforce Development Sequence Scholarship
Employer/Sponsor Paid Tuition
Division of Rehabilitation Services (DORS)
Local Office of Workforce Development

Program Length

​9 weeks

Courses start in September and January at CCBC Catonsville. Courses are typically offered in the evenings. Troubleshooting classes may be taken in any order.

Program Requirements

High School Diploma or GED.

Students must be computer literate, have strong computer skills, prior programming classes or background and have access to the Internet to complete assignments. 

Application Process

To apply, go to and complete the CCBC Non-Credit Workforce Training Certificate application.  An email will then be sent with program information and any additional requirements necessary to apply for the program.

Open Entry – No screening or documentation required.

Program Course Sequence

Excellent attendance is required.


Course Number




Textbook Information

(approximate cost; subject to change)



PCA 772

Help Desk Technology and Customer Service







PCA 773

Troubleshooting Microsoft Windows





PCA 774


Troubleshooting Microsoft Word





PCA 775 Troubleshooting Microsoft Access  9 None



PCA 776 Troubleshooting Microsoft Excel 9 None



Course Series Totals:





Additional Information

Skills for Success:
​Successful candidates must be self-motivated and independent learners, detail-oriented, have strong analytical skills, the ability to take direction, and the ability to work both independently and as a team member.

Career Opportunities:​
Entry-level IT Help Desk positions such as: Help Desk Technician; Desktop Support Technician; Computer Support Specialist, Help Desk Analyst.

Career Coach

Research your career interests, explore live job postings, take a career assessment, discover which companies in the Baltimore region are hiring, and more.  View a brief tutorial video on how to use Career Coach at: .  Explore career and training opportunities at:

Program Contact Information

Coordinator: Charles Blount | | 443-840-5793 | Catonsville | BESS | 100

Administrative Assistant:  Nancy Pittinger | | 443-840-4483 | Owings Mills | 302

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