Workshop: Information Technology: Technical Support

Course Overview:

This certificate equips learners with the fundamental knowledge and practical skills required for a career in technical support. Students will learn to install, configure, troubleshoot, and maintain IT systems, support basic network connectivity, apply essential security practices, and deliver excellent customer service. Graduates will be prepared for entry-level roles such as Help Desk Technician, Desktop Support Specialist, and IT Support Analyst.

Target Audience:

Individuals seeking to start a career in IT support, career changers, and current IT users looking to formalize their skills.

Outline

Module 1: IT Systems and Hardware

• Introduction to Computer Systems and Components
• Internal Hardware: Motherboards, CPUs, RAM, and Storage
• Power Supplies, Cooling, and Cases
• Peripheral Devices and I/O Ports (USB, HDMI, DisplayPort)
• Printers and Multi-Function Devices
• Device Drivers and Configuration
• PC Assembly, Disassembly, and Upgrading
• BIOS/UEFI Firmware Configuration

Module 2: Troubleshooting and Problem Solving

• Systematic Troubleshooting Methodologies
• Troubleshooting Core Hardware Components
• Troubleshooting Storage and Memory Issues
• Troubleshooting Printer and Peripheral Problems
• Operating System Boot Process and Recovery
• Troubleshooting Common OS and Application Issues
• Using Built-in Diagnostic and Repair Tools
• Documentation, Ticketing Systems, and Change Management
• Introduction to Scripting for Automation (PowerShell/Bash)

Module 3: Network and Communication Essentials

• Fundamental Networking Concepts (TCP/IP, DNS, DHCP)
• IPv4 Addressing and Subnet Masks
• Network Infrastructure Devices (Routers, Switches, APs)
• Network Media and Cabling (UTP, Fibre)
• Wireless Networking Standards and Security (Wi-Fi, WPA2/WPA3)
• Configuring a SOHO (Small Office/Home Office) Network
• Network Connectivity and Command-Line Tools (ipconfig, ping, nslookup)
• Troubleshooting Network Connectivity Issues

Module 4: Customer Service and Support

• The Role and Mindset of an IT Support Professional
• Principles of Excellent Customer Service
• Effective Communication: Active Listening and Questioning
• Professional Verbal and Written Communication
• Managing Difficult Conversations and Frustrated Users
• Remote Support Tools and Techniques
• Help Desk Software and Ticketing System Management
• Time Management and Prioritization of Tasks

Module 5: IT Security Practices

• Core Security Concepts (CIA Triad: Confidentiality, Integrity, Availability)
• Physical Security and Access Control
• Cybersecurity Threats: Malware, Social Engineering, Phishing
• Securing Workstations and Mobile Devices
• Password Policies and Multi-Factor Authentication (MFA)
• Principles of Secure Networking
• Data Encryption and Secure Disposal
• Security Best Practices for End Users
• Incident Response and Reporting Procedures