Information Technology Client Support Specialist – RAC
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3 to 5 months*
*Duration varies according to each candidate’s experience and availability.
Schedule: Tuesday and Thursday evenings 6:30pm to 9:30pm, and Saturdays 9am to 4pm
Start date: Winter 2023
RAC for Information Technology Client Support (ITCS) is for people who have a significant amount of work or life experience in the field of IT Support, and wish to have their skills officially recognized by a Quebec college. ITCS candidates generally have specific, specialized skills in the areas of computer hardware, software and support and can provide effective customer support and service; in both English and French. Often, they work, or have been working in positions such as:
Champlain’s RAC services can help individuals obtain an AEC (Attestation d’études collégiales) by assessing their current competencies, and providing them with training for the ones they are lacking.
The Information Technology Client Support AEC (LEA.1Q) is made of 18 competencies. To receive your AEC, you will have to be evaluated for all competencies. The competencies have been grouped in five categories:
Group 1: General – 6 competencies
- BJ31 Identify and apply basic communications principles and techniques
- BJ0G Identify and apply effective techniques of customer service
- BJ34 Describe and apply effective techniques of teamwork
- BJ4G Effectively record information from a variety of sources (telephone, chat, email, the internet, etc.)
- BJ0H Communicate in a second language in a technical area
- BJ94 Apply information technology support knowledge and skills in a work environment
Group 2: Office Productivity Software – 4 competencies
- BJ38 Effectively use the major features of and provide technical support for Microsoft Excel
- BJ2G Effectively use the major features of and provide technical support for Microsoft Word
- BJ40 Effectively use the major features of and provide technical support for Microsoft PowerPoint
- BJ3G Configure, effectively use and provide technical support for Microsoft Outlook and common webmail alternatives
Group 3: Technical Support – 2 competencies
- BJ7G Identify and explain the roles, common practices and processes in a Service Desk environment
- BJ1G Identify and apply effective problem solving techniques and processes
Group 4: Hardware, Software and Networking – 3 competencies
- BJ5G Identify and utilize common computer operating systems and perform basic installations
- BJ6G Identify, install and troubleshoot computer hardware components and peripherals
- BJ8G Describe fundamental networking concepts and perform basic installations and configurations of common networking devices
Group 5: Network Operating Systems – 3 competencies
- BJ9G Setup servers and manage accounts and resources using Microsoft and Linux servers
- BJ1H Perform advanced installations, configurations and optimizations on a recent Windows client operating system (OS)
- BJ2H Support and troubleshoot a client operating system
Learn more about the RAC process.
*There are no additional fees to use online resources, receive support from content specialists, or to attend seminars and work sessions. Maximum cost is only applicable to Quebec residents.
To take advantage of the RAC process, candidates must pay certain fees. The fees are based on the number of evaluations that a candidate has to complete, and may vary from one person to another.
- $30 admission fee (non-refundable)
- $45 for a necessary file analysis (non-refundable)
- $40 per competency (up to a maximum of $500)
Maximum total: $575
Please note that the fees above include all activities related to the RAC services. No additional fees have to be paid to:
- Attend a seminar on a specific topic
- Consult the online resources
- Participate in job preparation activities
- Participate in expert-led group activities
An additional $45 file analysis fee will apply if a candidate desires to change program.
Meet our Content Specialists
Eramelinda Boquer - Content Specialist
Eramelinda Boquer is the content specialist for communications principles and techniques competency in the ITCS program. With her extensive experience as a professional broadcast radio and television host, reporter, and producer, Era is especially well-suited to guide her students to the best communications practices, strategies, and problem-solving techniques. Her communication expertise as a coach and consultant for www.bdhcollective.com allows her to give her candidates the most up-to-date standards and protocols for improving their presenting, job interview and customer service skills.
Dominic Brierre - Content Specialist
Dominic possède une dizaine d’années d’expérience dans l’enseignement du français aux adultes (langue maternelle, langue seconde et langue étrangère), dans la formation en employabilité et dans la conception de contenus éducatifs. Il a également travaillé, ici comme à l’étranger, dans des contextes professionnels très variés. Ses études, il les a préférées éclectiques, mais riches et enrichissantes.
Il est titulaire, entre autres, d’une maîtrise en science de l’éducation (andragogie) et possède aussi sa boîte de traduction, de rédaction et de révision. L’ensemble de son parcours l’a doté d’une souplesse dans l’approche et d’une vision qui place les aspirations professionnelles des candidats au cœur de toute démarche d’apprentissage linguistique. Autrement dit, la langue comme outil de travail, comme instrument relationnel et, disons-le, comme moyen de communication pas si sorcier à apprivoiser.
Sandra Leggett - Content Specialist
Sandra is a former alumni of Champlain College. Thirteen years ago she decided to return to Champlain College to complement her academic background with a certification from Microsoft known as the MCSE or Microsoft Certified Systems Engineer. Sandra has gone on to become the Internship Coordinator, plus she has her own consulting company known as CompuTrain where she teaches across North America (CRM) Customer Relationship Management software to pharmaceutical companies. In 2011, Sandra decided that it was time to focus on developing more skills and started her Master’s degree in Education.
Beverly Loney - Content Specialist
Beverly has over 20 years in IT ranging in telephony, cellular phones and data networks, where she has worked for companies such as McCaw Communications and Boeing Network Services as a LAN and WAN designer of networks. As one of the first System Engineers to work for Cisco Systems in Canada, Beverly worked on customer’s networks across the country for a broad scope of businesses, including government, education, utilities, services, manufacturing and aviation and also earned her CCIE. She holds a bachelor in Jazz Performance and uses her creative abilities to find interesting ways to learn new technologies.
Denis Perreault - Content Specialist
Denis has expertise in computer networking and programming and also owns his own business which makes him aware of customer satisfaction. He has been an active member of the information technology field for over 25 years and has now been teaching in the Information Technology Support Specialist course and the Cisco course since 1999 at Champlain College-St Lambert. He has kept abreast of new technologies including wireless and design and seeks to impart this information to candidates. Demystifying the field of IT is a necessary quality and skill when troubleshooting and customer support is of paramount importance in today’s world of tech support.
Cesar Quintero - Content Specialist
Cesar is trained as an Engineer and University teacher who immigrated to Canada in 2005 from Colombia. He has personally experienced and overcome the challenges of starting a new career in a foreign country.
In addition to his Content Specialist duties at Champlain College, Cesar currently works as a Technical Support Engineer, where he handles strategic accounts for Genetec, a world leading software company in Montreal.
Cesar is a dedicated professional in the IT field and currently serves as a mentor to ‘newly arrived Canadians’ in Montreal’s south shore.
Hany Sawiris - Content Specialist
Before joining Champlain RAC as a CISCO-CCNA content specialist, Hany worked as a network administrator for 10 years at an internet service provider. He has extensive experience in the networking field, with equipment such as routers, switches, DSLAMs, and load balancers. He designed and implemented many network solutions for companies including LAN and WAN connections. Hany has also acquired CCNA and CCNP industry certificates, and more recently, has become a Cisco Certified Academy Instructor, having taught three years since then.
Click here to access the online resources for this program.
Continuing Education – F-151
Champlain College Saint-Lambert
900 Riverside Drive