Tech Tales: Level One Tech Support Service Calls PBL Project
In this series of lessons, students will learn the essentials of customer service (netiquette) along with the different types of personalities of end-users, and the 6 Steps of the Troubleshooting Process.
Students will complete a "real world" simulation of an actual IT Level One Technical Support call by troubleshooting either an actual problem or dealing with a certain type of "personality."
Finally, in these project-based lessons, the students will reflect on their experience and synthesize all of their thoughts on their experience of helping a customer and troubleshooting a computer.
This unit is brought to you by Brian Kenney (CTE) with support from the CTE Online curriculum leadership team and detailed coordination provided by the Course Team Lead Mina Greas.
