Information Technology (IT) Support PC

Overview

Syllabus

Courses

• 0 reviews

  5 weeks, 9-12 hours a week, 9-12 hours a week

  View details

  According to Indeed.com in August 2022, the average annual salary for Technical Support is $51,758, though it can go considerably higher. The need for technology is constantly growing, as is the job market for tech support professionals.

  In this course you’ll get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software.

  To help you with moving into the field, the course covers tech support career opportunities and career pathways from experienced, expert Information Technology professionals.

  By the end of this course, you will be able to:

  - Describe and develop a customer service and support mindset.

  - Explore the features and benefits of ticketing systems.

  - Identify support tools and systems used in technical support.

  - Define the levels of IT support and the escalation matrix.

  - Explore various tech support roles and responsibilities, including service-level agreement responsibilities.

  - Recognize the career paths and progression in Technical Support.

  This course provides several real-world inspired activities to demonstrate your skills in the areas of support tools, resolving IT issues, escalations and ticketing.

  These skills will help you engage prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day role-related responsibilities.

• 0 reviews

  5 weeks, 7-10 hours a week, 7-10 hours a week

  View details

  Maintaining and updating software is an important activity for a Technical Support role. There are many types of software, and understanding software can be overpowering. This course introduces the fundamentals of software and how to manage software from an information technology (IT) perspective. You'll be introduced to various types of software, ranging from the operating system running on your mobile phone to the applications that run databases on your computer at work. You'll also learn about cloud computing, web browsers, software development, programming languages, and database fundamentals.

  After completing this course, you will better understand software processes and gain confidence in using and securing software applications. You will also review installing and managing web browsers, extensions, and plug-ins and keeping web browsers secure and updated.

  Additionally, you'll discover how cloud-based technologies help businesses create and deploy applications faster. This course provides several real-world inspired hands-on labs and activities to demonstrate your skills in programming with Python and working with a database.

• 0 reviews

  4 weeks, 4-6 hours a week, 4-6 hours a week

  View details

  Organizations require fast, efficient, and secure networks to compete in today’s global business world. Technical Support professionals are in high demand to meet organizations’ expanding needs and to help maintain and update computer networks to reduce downtime and minimize disruption.

  This course is designed for anyone new to networks and storage looking to develop the skills needed to diagnose and repair basic networking and storage problems. You’ll gain extensive knowledge of the fundamentals of networking, including network types, topology models and standards, and the physical setup of a network for wired and wireless connections. You’ll be introduced to the different types of storage devices, STaaS, learn the difference between NAS and SAN and the types of storage gateways to meet the needs of network subscribers, and identify common network storage and network sharing options including local, hosted, and cloud storage.

  This course provides multiple hands-on, real-world inspired activities to demonstrate your network and storage expertise, including setting up a SOHO network, exploring cable types, and identifying storage types. This course is ideal for kickstarting an IT Support role, network technician role, or building your base knowledge for system administration.

• 0 reviews

  6 weeks, 6-8 hours a week, 6-8 hours a week

  View details

  In this Capstone, you will demonstrate your ability to perform in an Information Technology (IT) Support role by applying your new knowledge to real-world situations. You will practice analyzing user help requests and troubleshooting various issues that a Tech Support role would encounter.

  You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing – all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.

  This course also includes a final exam that contains questions on the topics and style found in the CompTIA IT Fundamentals (IFT+) Certification Exam. It serves as this program’s final exam, helps you practice for the Certification, and measures your preparedness. By the end of the Capstone course, you’ll be equipped with the technical support skills that are found in everyday professional settings.

  Before taking this course, it is highly recommended that you first complete all the previous courses in the IBM IT Support Professional Certificate.

Taught by

Skills Network, Amy Norton and Rav Ahuja

Tags

• united states