Course Overview
An IT Support Specialist is responsible for providing technical assistance related to computer systems, hardware, and software. They troubleshoot issues, manage service requests, and ensure the smooth operation of IT infrastructure. *Key Responsibilities:* Troubleshoot and resolve hardware, software, and network issues. Respond to and document user support requests. Perform routine system maintenance and updates. Provide user guidance and technical training. Manage IT inventory and assist in system upgrades. Skills & Qualifications: Knowledge of Windows/Mac OS and basic networking. Strong problem-solving and communication skills. Degree in IT or related field; relevant certifications are a plus. This role is ideal for those who enjoy solving technical problems and supporting users in a fast-paced environment.
Course Curriculum
Module 1: Introduction to IT Support
Overview of IT Support Roles
Understanding the role of an IT support specialist
Career opportunities in IT support
Basic IT Terminology
Common terms and definitions
Understanding hardware and software
Module 2: Computer Hardware
Components of a Computer
CPU, RAM, storage devices, and peripherals
Assembling and Disassembling Computers
Practical exercises on building and troubleshooting hardware
Maintenance and Upgrades
Best practices for maintaining and upgrading hardware
Module 3: Operating Systems/ Imaging
Introduction to Operating Systems
Windows, macOS, and Linux
Installation and Configuration
Installing and configuring different operating systems
System Administration
User management, file systems, and system updates
Module 4: Networking Fundamentals
Networking Basics
Understanding LAN, WAN, and internet
Network Devices and Protocols
Routers, switches, and common networking protocols
Setting Up a Network
Practical exercises on setting up and troubleshooting networks
Module 6: Troubleshooting and Support
Troubleshooting Methodologies
Step-by-step approach to diagnosing and resolving issues
Common IT Issues and Solutions
Hardware, software, and network troubleshooting
Customer Service Skills
Effective communication and customer support techniques
Module 8: Office 365
Licensing Model of M365
App Installation and features
Outlook / Webmail
Overview of Common Issues
Connectivity problems
Email sending/receiving issues
Calendar synchronization problems / Email Archiving
Basic scripting with PowerShell and Python
Module 9: Printer
Types of printers (inkjet, laser, thermal, etc.)
Printer components and their functions
Printer setup and installation
Network and local printer configuration
Printer driver installation and updates
Configuring printer settings and preferences
Common printer issues and their solutions
Printer maintenance procedures (cleaning, replacing parts, etc.)
Diagnostic tools and software for printers
Module 10: Active Directory
Fundamentals of AD DS
Understanding forests, domains, sites, and organizational units (OUs)
Overview of users, groups, and computers in AD DS
Creating and managing user accounts, groups, and computer accounts
Organizational unit (OU) structure and management
Implementing and managing Group Policy Objects (GPOs)
Creating and managing trust relationships
Module 10: Incident Management
Purpose and scope of incident management
Incident management lifecycle
Identifying and logging incidents
Categorizing and prioritizing incidents
Collaboration with other IT teams
Closing incidents and updating records
Module 10: MDM / Inventory Management
Overview of MDM concepts and benefits
Common MDM platforms (e.g.
Methods for enrolling devices (manual, automated, bulk enrollment)
Configuring device settings and policies
Module 11: Career Preparation
Resume and Interview Skills
Crafting a professional resume and preparing for interviews
Job Search Strategies
Effective job search techniques and networking
Professional Development
Continuing education and certifications
FAQ
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