Information Technology Support Services (Co-op)
2017/18 Program Handbook
Program Code: 1097C
School of Engineering and Information Technology
Conestoga College Institute of Technology and Advanced Learning
This is a companion document to the current Conestoga College Student Guide
The purpose of this handbook is to provide students with program-specific details and other important information. The material in this handbook is accurate at the date of posting, and is applicable for the current academic year. Students will be informed of handbook changes that occur, if any, through college email. Program handbooks are updated yearly and students must check their program handbook for the current edition.
Welcome to the School of Engineering and Information Technology
Conestoga offers a full range of engineering and information technology programs to suit your interests and career aspirations. Within these there are one year certificate (both foundational and post-diploma), two and three year diploma, and four year bachelor's degree programs. Pathways exist within these allowing for students to reach their full potential.
All of our programs incorporate active learning that may include project-based learning, co-operative education, case studies and capstone projects. Active learning allows students to apply theory to practice during their studies and results in a graduate who is better prepared for the real work world. Employers like this, which is why the School of Engineering & Information Technology has a history of excellent graduate and co-op placement rates.
Julia Biedermann, PhD, PEng
Program Administration and Faculty
Executive Dean – Engineering–Technology–Trades
Julia Biedermann, PhD, P.Eng.
A2205-4 - Cambridge Campus
519-748-5220 ext. 3212
Administrative Assistant to Executive Dean:
A2205 – Cambridge Campus
519-748-5220 ext. 4573
Dr. Pejman Salehi
Doon, W3 (Woodworking Building)
519-748-5220 ext. 3521
Administrative Assistant to Program Chair:
Doon, W3 (Woodworking Building)
519-748-5220 ext. 3214
Program Coordinator (on leave)
519-748-5220 ext. 2568
Acting Program Coordinator
519-748-5220 ext. 3810
Core Faculty Team (alphabetical order)
James Dickson – email@example.com
Mellville Walker – firstname.lastname@example.org
Michael Yingbull - email@example.com
In addition to the core Faculty Team, other faculty will work with you for the duration of this program. These include faculty from other Schools for breadth and/or general education courses, as well as faculty with particular expertise in specific areas of program focus.
Contact information for any other faculty will typically be provided on the first day of related courses.
This co-op diploma program will prepare graduates for a rewarding and in-demand career in the field of information technology. Companies need employees with a combination of technical, communication, and interpersonal skills to support and deliver information technology products and services. This program will provide the graduate with a valuable blend of these skills.
Employment opportunities are enhanced by the in-depth training provided in a range of hands-on courses, covering areas of: computer and network hardware, network systems, operation systems, virtualization, database support, mobile technologies and messaging, productivity software, technical communications, information technology service management processes and skills, and IT support-oriented programming skills.
Students can find their program design on the Student Portal by following the steps below:
- Log in to Student Portal
- Click on 'My Courses' tab
- Select 'View Progress Report' button
Courses are listed by level/semester. Students can also view courses for the most current program design for this academic year on the Conestoga College website. To find these courses, students need to scroll down the page to the 'Program Courses'.
Students are responsible for choosing their own General Education elective courses in the appropriate semester. Failing to do so will result in additional expense and may result in a delay in graduation.
This handbook indicates in which semesters you need to select an elective. Your Enrollment Form will also indicate the need for selecting an elective. Selecting an elective is done on the Student Portal. The My Courses tab will provide you with the ability to do so. Do not delay on your elective selection as specific elective courses often fill up and become unavailable to you. Elective selection will become available on the Student Portal a few weeks before the start of the semester.
If an elective is indicated in your program design, you do not have to pay separately for it. If you have to make up a missed elective, you do have to pay separately for it.
Program outcomes are developed with the expectations and requirements of external regulatory/accrediting bodies and consultation with Program Advisory Committees (PACs) and related industry experts. These outcomes are coordinated and articulated in a manner designed to result in the achievement by of sets of specified learning attributes. Program Outcomes are located on the program webpage, left side navigation bar.
Academic Promotion Decisions
Students actively registered in cohort delivered programs who take longer than the designed program length of time to complete their studies are accountable for completing any new or additional courses that may result due to changes in the program of study.
Discontinued students cannot graduate from this program without first applying and being granted re-admission to the program. Readmission requires successful completion of all failed courses as a part time student.
Clearance of Academic Deficiency
As per program policy if an IT Support Services student has failed a course or dropped one or more courses in an academic level (also known as an academic deficiency), the student will be placed on academic probation and will - at a minimum, be required to pass the failed or dropped course before being cleared.
Students on academic probation are not eligible to complete a co-op work term. It is important that all students be aware of their academic standing and work with faculty members to find ways to quickly clear academic deficiencies.
The following establishes the standards associated with clearance of the academic deficiencies.
If available in a semester the student is enrolled, a previously failed or dropped course must be ahead of any other available courses available that semester. This includes giving missed or dropped courses priority in the case of timetable conflicts with other courses.
A student may be eligible for a supplemental opportunity if the student's final grade in a course is between 50 and 54 (inclusive) AND it is the student's only course failure that semester.
It is up to the student to monitor his/her own academic standing and submit a supplemental request. Supplemental opportunities occur at the end of an academic semester once a final grade has been posted for a course. The student completes the Application for a Supplemental (RO 479) within five working days after the final grade is posted for the course and submits the form to the faculty member teaching the course in which the student received the failing grade, while also providing a copy at the same time to the Program Coordinator. This form is available from the Registrar's office.
The faculty member determines the terms of the supplemental evaluation, whether it is a supplemental assignment, exam, or a requirement that the student undertake supplemental work (submission of a paper or project), or a combination of the above. All conditions and decisions are documented on the Application for a Supplemental (RO 479). The student, faculty member and program coordinator sign the form. The arrangement for a supplemental is finalized when the student take the signed for back to the Registrar's office, pays for the supplemental, and a copy of the proof of payment to the faculty member coordinating the supplemental. All the terms and conditions published by the college (Registrar's Office) apply, with the following stipulations as determined by the IT Support Services Program:
- There will be an opportunity for student/s to undertake a maximum of one supplemental per academic level, and no more than two supplemental exams throughout the entire program.
- If the student fails two or more courses within a semester, they will not be allowed any supplemental opportunities.
- Supplemental opportunities, and the type of Supplemental evaluation/s, will be determined by the faculty member in consultation with the program team.
- Students that fail the same course twice will be discontinued from the program (see Discontinuance).
- Supplementals will not be granted in instances where an academic offence has occurred.
Students that fail a course, or drop two or more courses in a given level are placed on academic probation. Students must pass all prior level courses and clear any probationary conditions before beginning a co-op work term. It is important that all students be aware of their academic standing and work with faculty members to find ways to quickly clear academic deficiencies.
You will be discontinued from ITSS if you have two failed courses in a level, or fail additional courses while on academic probation. You will also be discontinued if you fail the same course twice. General education electives do not count towards these numbers.
You must also complete your diploma within 6 years of starting the program or you will be discontinued.
Once discontinued you may not take courses in the IT Support Services program (including through part-time studies) for one semester following the discontinuance.
If you are discontinued or if you withdraw from the program with outstanding failed courses or while on academic probation, you must be out of the program for a year before you can reapply for admission. Before readmission is considered, you must make up the lesser of all or two failed courses on a part-time basis while out of the program (you cannot enroll in these courses before the first week of the semester and enrollment depends on prerequisites being met and the course not being full).
Academic Misconduct incidents may prevent you from being re-accepted into the program once discontinued.
Students are eligible to graduate upon completion of all academic requirements in their program of study, including co-op work terms if applicable. Students are expected to respond to their invitation through their Student Portal. Convocation ceremonies are held in the spring and fall of each academic year. Students, who take longer than the advertised program length, are responsible for completing any new or additional courses due to a program design change. Students who complete their program after the scheduled completion date are required to fill out an Application to Graduate form and submit it with payment to the registrar's office. Students who are discontinued or have withdrawn and then return to the college will be placed in the current program design and must meet all requirements to graduate.
Students considering withdrawing from a program should meet with their program coordinator/academic advisor prior to withdrawing. In order to formally withdraw from a program, the student must complete the Program Withdrawal form and submit it to the Registrar's Office. Deadlines for withdrawing from a program with/without an academic penalty or with/without a refund are posted on the website under Academic Dates.
Academic assistance is available to students through a variety of avenues. The program coordinator/academic advisor and faculty can advise students on specific program and course information such as adding/dropping courses, special timetabling, etc. Access the Conestoga website for assistance provided through Accessibility Services. Access the Learning Commons website for detailed information on the academic services they provide, including Learning Skills, Peer Services, Math and Writing assistance.
Program start and end dates, holidays and deadlines for course add/drop, withdrawal and refunds are located on the college website. Course changes (add/drop) may also be made through the Student Portal under the "My Courses" tab.
It is important to note:
- There are no classes on Thanksgiving Day and Good Friday.
- There are classes on Easter Monday. This is not a College holiday.
- There are no regularly scheduled classes during Final Exam Week (refer to exam week schedule for your commitments/exams during this week)
The course texts and lecture slides that may be shared with students constitute only a fraction of the learning that is made available in this program. The lectures themselves and the interaction that happens in the classroom are the most important source of the knowledge that will allow you to succeed in the program and, eventually, in your career. Lack of attendance will make it much more difficult for you to succeed in the program and will limit the return on the significant investment you are making in your education.
Attendance at scheduled tests, quizzes, presentations, exams, etc, is mandatory. Failure to attend will result in an automatic F grade on the test or exam, unless the professor is notified of the absence in advance and proper documentation is presented at the start of the next meeting of the class (i.e., proof of illness and inability to perform the test or exam from a medical clinic or proof of bereavement). Notification ahead of time, or as soon after the fact if not prior to the next class is recommended.
Lack of attendance due to work obligations does not constitute an acceptable explanation for your absence. The program is demanding and requires a considerable commitment of time and energy. Students need to schedule their work around the program and not vice versa. In general, successful students limit their work obligations to fewer than 15 hours per week.
Conestoga has more than 400 awards, bursaries, scholarships and academic grants available to Conestoga students. These funds are made available to our students through the partnerships we have established with local business and industry leaders. To be considered for an award, complete the General Application available through your Student Portal. Notifications and instructions to complete the application are sent to all full-time students' email accounts in the fall semester (Deadline: First Friday in October) and winter semester (Deadline: First Friday in February). Visit the Financial Aid and Student Awards Office on Conestoga's website.
Communication - School Standard
Conestoga College and eConestoga student email accounts are used to communicate with students. Students are expected to regularly check their student email accounts. Faculty will not respond to emails from non-Conestoga email addresses.
Course Changes (Adding/Dropping)
Students can find their program design on the Student Portal by following the steps below:
- Log in to Student Portal.
- Click on 'My Courses' tab.
- Scroll over the icons to the right of individual course listings.
It is strongly recommended that students consult the Program Assistant prior to dropping a course.
- If a course withdrawal is processed prior to the deadline date, a dropped course will be recorded as a "W" (withdrawal) on the transcript.
- If a course withdrawal is processed after the deadline, an "F" (fail) will be recorded on the transcript.
Continuing Education and OntarioLearn courses are not included in student full-time fees. Students wishing to take these part-time courses are required to pay the full fee for the individual course(s). Students may add these or other courses under the 'Browse Continuing Education' tab in their Student Portal.
Applying to the Co-op Stream:
- All applicants apply to the non co-op program. Students will be informed of the application deadline and process. Labour market conditions determine co-op seats in optional co-op programs. Every student who meets academic eligibility requirements may not be admitted to the co-op stream.
- To be considered for the co-op stream, students are required to achieve a minimum overall 2.75 (70% weighted average) in Year 1 including, 70% in INFO1385 Network Infrastructure and no dropped or failed courses.
To participate in a co-op work term, students must:
- Successfully complete the Co-op and Career Preparation course (CDEV1020). Students who fail Co-op and Career Preparation will not be permitted to search for co-op employment nor will they be able to participate in a co-op work term. Students who fail the course more than twice will not be permitted to continue in their co-op program (exceptions may be granted for degrees).
- Be enrolled full-time (full-time = 70% of the hours, or 66 2/3 % of the courses in the current session/level of the Program Design.) Exceptions will apply to those students who have been granted special timetabling based on formal identification of barriers or challenges for which accommodation is required. Academic eligibility requirements must still be met prior to being granted access to seek a co-op work term.
- Must have successfully completed all but two core courses, according to the program design, by the eligibility term prior to any given work term (regardless of the level the student was placed in advanced standing).
- Students (even those on special timetables) will not be permitted to complete a co-op work term until conditions above are met and all but two core course deficiencies, according to the program design, are cleared.
- Co-op work terms may need to be re-sequenced to allow academic deficiencies to be cleared or in the event a student changes cohorts (i.e. graduation is delayed by one year or more). Students may not repeat a passed work term.
- Academic eligibility for a co-op work term is based on the term that occurs two terms prior to any work term. Should a student's academic performance decline considerably (including cumulative missed courses) during the term just prior to any work term, the college reserves the right to withdraw the student from the upcoming work term.
- Students may only fail/defer one work term regardless of the reason(s).
- Students who do not successfully complete their deferred work term will be removed from the co-op stream.
- Since only one work term may be failed/deferred regardless of the reason(s), should a subsequent work term be missed/failed/unsecured (not successfully completed for any reason) the student will be immediately removed from the co-op stream.
Students who are discontunued are not eligible for co-op work terms.
For additional information please refer to the Co-op Policies, Procedures and Support Handbook found by:
- Login to MyCareer
- Select Co-op
- Select Co-op Resources
- Select Co-op Policies
- Select Co-operative Education Policies and Procedures for Students
- The College cannot guarantee co-op employment. All co-op students are required to conduct an independent co-op job search in addition to the supports and services provided by the Department of Co-op Education.
- Students are responsible for their own transportation and associated costs in order to complete work term requirements. Work locations may not always be readily accessible by public transportation.
Conestoga recognizes you may have formal post-secondary education that may allow you to enter a program at an advanced level or provide for individual course exemptions.To ensure your credits are eligible for transfer, please contact our Credit Transfer Office. The Credit Transfer Policy and Procedure are available on the college website. For more information, visit the Credit Transfer & PLAR page.
Communication and Emailing Requirements - Program Standard
Conestoga College student email accounts are used to communicate with students. Students are expected to regularly check their student email accounts (or forward it to an actively-checked email account) eConestoga e-mail will not be used.
Your College e-mail account will also be used for group e-mailings. It is assumed that your College e-mail account information can be shared with other students in the IT Support Services program (i.e. if your college e-mail account is wgretzky1212 (last 4 digits of your student number)@conestogac.on.ca, it is assumed that other students can have access to that information). Faculty will make every effort to avoid sharing other external e-mail addresses with other students but the act of e-mailing a faculty member from an external account means that you acknowledge that that e-mail address might accidentally be shared with another student. If you do not accept that please only use your College e-mail account for communicating with faculty.
Informal communication will also occur in the ITSS Facebook group. In order to join this closed group, send a request to the group admin on Facebook.
Evaluations (deadlines, tests and examinations)
Assignment Submission Program Standard
Unless otherwise specified, you are expected to submit assignments in eConestoga on the due date in the appropriate dropbox.
Assignments will not be accepted after 48 hours late. Weekends and holidays count as normal days. Standard late penalties are 20% for the first day, 40% for the second day. Faculty may publish adjusted late penalty standards per course in advance.
Ensure all assignments are submitted in the format specified. For example, submitting a file in a ZIP format if not specified to be ZIPed. Files submitted in an incorrect format are subject to late penalties till properly submitted, at the discretion of faculty.
Should you encounter an issue submitting to eConestoga, you may email your assignment to your faculty member if required to meet the deadline. You will be expected to submit the SAME, UNMODIFIED ASSIGNMENT to eConestoga once you have received help with the issue reported to your professor.
It is your responsibility to have proof of the success of your upload to eConestoga. eConestoga does send you an e-mail upon successful submission to a dropbox, and you can review your submissions to the dropbox. You should not submit such proof unless there is a problem.
Final Grade of Incomplete
A final grade of Incomplete will only be given in exceptional circumstances, due to documented illness or similar circumstances. Simply not submitting work because you didn't have the time is not a valid reason for an Incomplete.
If you have an Incomplete for a course, it is expected that you will complete the required work by the agreed-upon deadline. Failing to do so may result in failing the course.
General Education Electives
In ITSS, you are required to complete a total of three General Education (Gen Ed) courses. One of these courses (Group Dynamics) is scheduled into the program design, while two of the credits are provided as electives at specific points in the program. These elective Gen Ed course requirements are listed at the bottom of each student's progress report, which is found on the Student Portal. The progress report indicates the level/semester and the minimum hours that are required for the program. Students are responsible for adding the elective Gen Ed course into their schedule, during the designated semester. Eligible courses are approved and posted each semester on the college website. Visit Current Students | Conestoga College and click on 'Announcements'. For additional information regarding Gen Ed courses, please contact the School of Liberal Studies.
Prior Learning Assessment and Recognition (PLAR)
Conestoga recognizes prior learning of skills, knowledge or competencies that have been acquired through employment, education (informal/ formal), non-formal learning or other life experiences. Prior learning must be measured to meet the required course outcomes and grading standards. This policy applies to candidates who wish to earn academic credit for a course in acknowledgement of significant life and work experience. PLAR is not to be used by registered Conestoga students for the clearance of academic deficiencies and/or to improve grades.
Students must be at least 19 years of age or have an Ontario Secondary School Diploma (or equivalent) to be eligible to apply for PLAR.
Program Advisory Committee
Each program at Conestoga has a Program Advisory Committee (PAC), which is made up of industry and academic representatives, as well as current students. They meet several times a year to discuss the direction in which that industry is heading and any improvements that can be made to keep the program current. This helps to ensure that students are learning material that is relevant to their industry.
At the beginning of each year, the coordinator of the program will ask for student volunteers. The coordinator will decide which students will represent years one and two. The student representatives are expected to attend the meetings. Students must prepare and submit a report based on guidelines provided by the Program Chair/Coordinator which will be presented at the meeting. Students are expected to be professional, dress in business attire and engage in discussions.
Prior to transferring to another program, it is recommended that the student meet with the program coordinator or academic advisor. Students who decide to change programs may do so by completing and submitting a program application form to the registrar's office. If considering transferring to a program outside the school in which they are currently enrolled, students may want to discuss options with a career advisor. When a student moves from one Conestoga program to another and where course numbers/codes are identical or equivalent, automatic credit is given if passing grades are met. Additional information for career or academic advising is available from faculty, program coordinators or career advisors in the Welcome Centre or on the Conestoga website.
Student feedback is an essential component of our continuous improvement process. Our opportunities for student feedback include:
Key Performance Indicators
All college programs in the province are evaluated using Key Performance Indicators (KPIs) through the Ministry of Advanced Education and Skills Development (MAESD). This survey is conducted each academic year in select classes. Strategic goals to improve the programs are developed from these results. This data and other data specific to the campus and the program/school are collected so that Conestoga College can continually improve quality.
Student Appraisal of Teaching (SAT)
The Student Appraisal of Teaching (SAT) allows direct feedback from students on teaching for a particular course. Completion of the SAT form gives teachers and academic managers valuable information to use for the improvement of teaching at Conestoga.
The SAT process occurs in the last one-third of the semester. Typically about one-quarter of the faculty is appraised per term, and each has two courses selected by their academic managers for appraisal. All teachers have a SAT review at least once every two years. The SAT process is managed by the Office of Institutional Research and Planning using an online survey system specifically designed for course/teacher evaluations. After all marks for the semester have been submitted, a summary of results goes to the academic manager to be shared with the faculty member. Continuing Education students may have an opportunity to complete a SAT form at the conclusion of each Continuing Education course.
After Hours Access
Conestoga hours of operation are 7:00 a.m. to 11:00 p.m. Conestoga recognizes that in some programs of study, students may require after-hours access to classrooms and labs. After-hours access is maintained in accordance with the academic needs of individual programs. The after-hours access is a privilege, not a right.
If after-hours access is required, faculty must contact security in advance, with the student(s) name, ID number, and program information, along with signed paperwork approving access. The student must follow these guidelines:
- Be in the designated room with another approved person
- Inform security immediately of any out-of-the normal situations
- Have student identification card available
- Notify security upon departure
- Not move furniture
Refer to the Student Guide for more information.
For general inquiries, contact Security Services at:
Cambridge (Fountain Street): Main Foyer, 519-748-5220, ext. 3357
Doon (Kitchener): Main Building, Room 2B10-6, 519-748-5220, ext. 3357
Guelph: Room A5, 519-824-9390, ext. 3357
Waterloo: Room 1B02, 519-885-0300, ext. 3357
Safety and Security Services provides 24-hour security at the Doon (Kitchener), Waterloo and Cambridge (Fountain Street) campuses, and daytime/evening/weekend security at the Guelph campus. Concerns or offences may be reported to Safety and Security Services.
Emergency Number While on Campus: ext. 5555 - for all medical, fire situations, and police assistance from all campuses (Cambridge [Fountain Street], Doon [Kitchener], Guelph, Waterloo, and Stratford).
Safety and Security Services provides the following services: first aid, personal safety education/plans, general information, emergency response, investigations, self defense training, mobile and bike patrol, crime prevention education, parking - sales, assistance and enforcement, security at residence and campus events.
Emergency phones and alarm systems emergency phones are available throughout the Cambridge (Fountain Street) and Doon (Kitchener) campuses.
Check out our new Mobile Safety App available free for download on any phone system.
For more information on emergency response and what to do, go to the Security Services webpage.
Refer to your Student Guide for Conestoga's Safety and Security services and procedures.
Note: Students may be required to sign a Conestoga College ITAL (CCITAL) Acknowledgment of Safety Training and Responsibilities Form depending on program requirements.
Emergency Telephone Messages
It may be necessary for family members to contact a student in an emergency situation. Family members need to know the student number, program name, school, and campus the student is registered in, to aid Security in locating the student. This information will be required when the family member calls. Please have family members contact Security directly at 519-748-5220, ext. 3357 - only if it is an emergency.
- Academic Dispute and Resolution Policy & Procedure
- Academic Integrity Policy & Violation of Academic Integrity Procedure
- Academic Recognition Policy
- Academic Credential Procedure
- Clearance of Academic Deficiency Policy & Procedure
- Co-operative Education Policy
- Discontinuance Policy & Procedure
- Eligibility to Participate in Co-op Work Terms Policy & Procedure
- Evaluation of Student Learning Policy & Procedure
- Grading Procedure
- Graduation Requirements and Convocation Procedure
- Honours Policy & Procedure
- Program Withdrawal and Refund Procedure
- Student Code of Conduct Policy
- Student Concerns and Issues Policy & Procedure
- Student Fees Policy & Student Fee Invoicing and Payment Procedure
- Student Feedback Policy
Students must follow all of the policies and procedures for Conestoga College and it is expected that faculty will accept, fulfill and enforce these standards.
General Education / Breadth Electives
School of Liberal Studies
The purpose of General Education and Degree Breadth electives is to provide graduates with the skills and knowledge to succeed both professionally and in their own personal lives. Working collaboratively with your program, General Education and Degree Breadth courses help develop the critical and creative thinking skills, civic engagement and knowledge of the broader world of arts, culture and science that helps make you more reflective, creative, and effective in your own life.
All Ontario College Diploma, Ontario College Advanced Diploma, and Degree programs at Conestoga require students to complete general education electives / interdisciplinary breadth.
More information on these courses can be found at www.conestogac.on.ca/electives.
Date: July 2017
Type of Revision: Annual update
Conestoga College is dedicated to promoting an equitable environment where students have the opportunity to participate in all aspects of College life. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, Conestoga College recognizes its responsibility and legal obligation to provide education, information and services in an accessible manner.
The Program Handbook is intended to provide general information with respect to program expectations. There may be individual accommodations and/or medical circumstances that require exceptions. For example, students may need to be accommodated for a missed assignment or evaluation. Students who are registered with Accessibility Services are not required to provide an additional doctor's note for a missed or late evaluation. For more information about Accessibility Services please drop in or visit our website.
We recognize that other extenuating circumstances may apply. Consult with your Professor. All exceptions based on extenuating circumstances must be approved by the Chair.