IT Support Specialist Course

Lesson 1 • Professional Conduct and Ethics

Defines ethical standards, confidentiality obligations, and professional behaviour expected of IT staff. Grounds technical training in workplace accountability.

Lesson 2 • The IT Support Role Defined

Covers the scope, daily tasks, and career paths of an IT support specialist. Establishes professional context for all subsequent technical learning.

Lesson 3 • Core Computing Concepts

Introduces hardware components, software layers, and data flow within a computer system. Provides the conceptual vocabulary needed throughout the course.

Lesson 1 • Diagnosing Hardware Failures

Applies systematic diagnostic methods to identify failing components using POST codes, diagnostic tools, and visual inspection. Prepares students for real-world repair scenarios.

Lesson 2 • Hardware Installation and Upgrades

Guides step-by-step installation of RAM, storage, GPUs, and expansion cards. Reinforces component knowledge through practical assembly procedures.

Lesson 3 • Safe Hardware Handling Practices

Teaches electrostatic discharge prevention, proper tool use, and workspace safety. Prevents component damage and personal injury during repair tasks.

Lesson 1 • File System and Storage Management

Explains file system types, permissions, and disk management utilities. Enables students to organise, protect, and recover data on managed systems.

Lesson 2 • OS Installation and Setup

Covers clean installs, upgrades, and dual-boot configurations for major desktop operating systems. Establishes the baseline environment for all subsequent OS management tasks.

Lesson 3 • User and Group Account Management

Teaches creation, modification, and deletion of local user and group accounts. Directly supports access control and security responsibilities in support roles.

Lesson 4 • System Configuration and Optimisation

Addresses startup programs, services, power settings, and performance tuning. Equips students to maintain responsive, stable end-user workstations.

Lesson 1 • Network Devices and Topology

Covers routers, switches, access points, and firewalls and their roles in a network. Connects device knowledge to physical and logical network design.

Lesson 2 • Network Troubleshooting Techniques

Applies command-line tools and systematic methods to isolate and resolve connectivity failures. Integrates all networking concepts into practical diagnostic workflows.

Lesson 3 • Network Configuration on Endpoints

Guides configuration of network adapters, Wi-Fi profiles, and VPN clients on workstations. Directly applies networking knowledge to common support requests.

Lesson 4 • IP Addressing and Subnetting

Teaches IPv4 and IPv6 addressing, subnet masks, and CIDR notation. Enables students to assign and verify IP configurations on end-user devices.

Lesson 1 • Endpoint Security Tools and Practices

Teaches deployment and management of antivirus, host firewalls, and patch management tools. Directly supports the security maintenance tasks assigned to support specialists.

Lesson 2 • Authentication and Access Control

Covers password policies, multi-factor authentication, and least-privilege principles. Enables students to enforce access controls that reduce organisational risk.

Lesson 3 • Threat Landscape Overview

Surveys malware types, social engineering tactics, and attack vectors targeting end users. Grounds security training in real-world threat scenarios support staff encounter daily.

Lesson 4 • Data Protection and Encryption

Explains encryption concepts, full-disk encryption tools, and secure data disposal methods. Prepares students to protect sensitive data on managed endpoints.

Lesson 1 • Effective User Communication

Develops clear, empathetic communication skills for phone, email, chat, and in-person support. Connects communication quality directly to user satisfaction scores.

Lesson 2 • Incident vs. Service Request Management

Distinguishes incidents from service requests and applies appropriate handling procedures to each. Ensures students route and resolve issues according to ITSM best practices.

Lesson 3 • Knowledge Base Management

Covers creating, maintaining, and using knowledge articles to accelerate ticket resolution. Builds a habit of knowledge sharing that improves team-wide efficiency.

Lesson 4 • Ticketing System Fundamentals

Introduces ticket lifecycle, categories, priorities, and status tracking within ITSM platforms. Establishes the operational backbone for all support interactions.

Lesson 1 • Patch Management and Software Deployment

Teaches scheduling, testing, and deploying OS and application patches across managed endpoints. Directly reduces security risk and maintains system stability at scale.

Lesson 2 • Mobile Device Support

Covers iOS and Android device configuration, email setup, and common troubleshooting scenarios. Extends support competencies to the mobile endpoints prevalent in modern workplaces.

Lesson 3 • Remote Troubleshooting Workflows

Applies structured diagnostic approaches to resolve issues without physical access to the device. Integrates remote tools and communication skills into efficient support workflows.

Lesson 4 • Endpoint Management Platforms

Introduces MDM and UEM platforms for deploying policies, software, and configurations to managed devices. Scales individual support skills to enterprise device management.

Lesson 1 • Complex Network and Connectivity Issues

Applies advanced diagnostic techniques to intermittent, multi-device, and infrastructure-level network problems. Builds on foundational networking skills with higher-complexity scenarios.

Lesson 2 • Problem Management and Root Cause Analysis

Distinguishes problem management from incident management and applies RCA techniques to prevent recurrence. Elevates support practice from reactive fixes to proactive improvement.

Lesson 3 • Application and Software Troubleshooting

Covers dependency conflicts, corrupt installations, and performance degradation in business applications. Equips students to resolve software issues beyond basic reinstallation.

Lesson 4 • Escalation and Cross-Team Collaboration

Defines escalation criteria, handoff documentation standards, and collaboration protocols with specialised teams. Ensures complex issues are resolved efficiently without information loss.