Workshop: PC Support

Overview

To equip learners with the practical skills and knowledge to configure, maintain, troubleshoot, and secure end-user computing devices and software within a modern business environment, while providing effective user support.

Target Audience:

Individuals pursuing a career in IT support, career changers, and current employees looking to formalize their technical support skills.

Outline

Module 1: Computer System Configuration

• Hardware Components: Identification, function, and installation of core PC components (CPU, RAM, storage, PSU, motherboard, peripherals).
• Hardware Compatibility: Understanding form factors, interfaces (SATA, NVMe, PCIe), and system requirements.
• Operating System Installation: Clean installation and configuration of Windows and a Linux distribution.
• Driver Management: Sourcing, installing, and updating hardware device drivers.
• System Configuration: Using BIOS/UEFI firmware and OS tools to optimize system performance and boot settings.

Module 2: User Support and Troubleshooting

• Troubleshooting Methodology: Applying a structured approach to problem-solving (e.g., Identify the problem, Establish a theory, Test, Plan action, Implement solution, Verify functionality, Document findings).
• Diagnostic Tools: Utilizing built-in OS utilities (e.g., Task Manager, Device Manager, Event Viewer) and hardware diagnostics.
• Common Issues: Resolving problems related to boot failures, blue screens, performance slowdowns, and peripheral devices.
• Soft Skills: Developing communication skills, active listening, professionalism, and managing user expectations in a support context.

Module 3: Software Installation and Management

• Software Types: Understanding application software, utilities, and system software.
• Installation & Configuration: Installing licensed, freeware, and web applications; configuring application settings.
• Software Management: Using built-in OS tools (Programs and Features) and package managers for installation and uninstallation.
• Update Management: Configuring and deploying software updates and patches for operating systems and applications.
• Virtualization Basics: Introduction to using application virtualization for software compatibility and testing.

Module 4: Network Essentials

• Networking Fundamentals: Core concepts of TCP/IP, IPv4 addressing, DNS, DHCP, and gateway.
• Network Setup: Configuring wired and wireless (Wi-Fi) network connections on a client PC.
• Network Troubleshooting: Using command-line tools (ipconfig, ping, nslookup, tracert) to diagnose connectivity problems.
• Resource Sharing: Setting up and connecting to shared network resources like printers and file shares.
• Remote Access: Using remote desktop tools to provide remote support to users.

Module 5: Security Practices

• Security Fundamentals: Understanding core principles (Confidentiality, Integrity, Availability) and common threats (malware, phishing, social engineering).
• Endpoint Protection: Installing, configuring, and updating antivirus/anti-malware software.
• System Hardening: Configuring user account controls (UAC), firewall settings, and enabling disk encryption (e.g., BitLocker).
• Access Control: Managing user accounts, groups, and permissions; implementing strong password policies.
• Data Security: Educating users on security best practices; performing secure data disposal and backups.