An IT Service Desk Technician is responsible for fielding incoming technical support communications and tickets, troubleshooting issues, communicating over the phone, email, chat, resolving help inquiries.

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Terms of Apprenticeship

  • 1-year hybrid model
  • 2,000 hours on-the-job training
  • 144 hours of paid related instruction
  • Complete Transition to Trainer course in the final term

Get Started

2020–21 Curriculum

First Term (72 Hours)

RESEARCH AND TROUBLESHOOTING 72 Hours #50-154-701

Provides instruction on IT Service Desk Technician Research and Troubleshooting skills. Apprentices perform research and troubleshooting skills, investigate Service Desk operations, create a support utility kit, correct information and mistakes.

Second Term (72 Hours)

DOCUMENTATION 36 Hours #50-154-702

Provides instruction to IT Service Desk Technician Documentation skills. Apprentices perform communication and documentation skills related to incorporating information sources, writing procedures, maintaining a knowledge base, preparing reports, presenting oral reports, and developing ticketing skills.

PROFESSIONAL SKILLS 36 Hours #50-154-703

Provides instruction to IT Service Desk Technician Professional skills. Apprentices perform research and troubleshooting skills, investigate Service Desk operations, create a support utility kit, correct information and mistakes.

Get Started

You must be employed by a company/organization that is willing to participate in an apprenticeship program. Each employer has their own requirements
for entry into the apprenticeship program. Contact your employer’s human resources department to see what is available.

Questions?

If you have questions about this apprenticeship or the application process, please contact Katie Metko.

Katie Metko

Apprenticeship Manager