What Do I Do? I Need Help NOW!

by

Introduction

When a customer has an issue and he or she is not able to make it into the store, IT techs can help if the issue is not a layer one issue. Sometimes, it is the simplest thing to help someone who is having a problem with software, especially programs. If the customer is able to turn on his/her computer and connect to the internet, the technician is able to help with questions or problems, and even teach the customer a bit about the computers he or she owns.

There are many virtual private network (VPN) programs out there for free. OpenVPN is one program that is free until a certain amount of data is transferred - then the cost will start to factor in. I find that this lesson teaches my students a bit of responsibility because cost in this case depends on type of use. If the program, TeamViewer, is used individually by a person for non-commercial uses, it is free. If it is used commercially, by an IT technician for example, it will cost the technician some money especially when its use becomes a tool that the technician uses in his or her business. This is perfect time to discuss costs vs. profit, and personal integrity vs. dubious trustworthiness. These students will learn about such programs and need to discuss the value of trust and dependability in this field, especially when there are so many people of lesser morals out there doing this job for the pure profit motive. The additional factor of being able to help a customer at the very moment he or she needs it is such a wow factor in the business world and for a few minutes of care, concern, and help, a tech may be able to earn valuable return customers and their friends who are in need of help. What a great business move!

Lesson Time

Classroom/ Lab
1 - 3 Class Period

Industries / Subjects / Grades

Industries / Pathways
  • Engineering & Architecture Engineering & Architecture

Standards and Objectives

Standards

California's 2008 CTE Standards (3)
California Academic Content Standards (1)

Related Instructional Objectives (SWBAT...)

  • Students will learn what a virtual private network is, its pros and cons.
  • Students will learn how to manipulate the VPN to remotely help customers.
  • Students will learn and discuss the ethical and non-ethical uses of this type of software in hopes that the ideologies discussed will influence them in a proper moral direction that should be exhibited by an IT professional.

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