IT Support Course

Lesson 1 • The Help Desk Environment

Examines ticketing systems, SLAs, and escalation procedures used in support operations. Students gain practical awareness of workflow tools before hands-on labs.

Lesson 2 • Core Computing Concepts

Covers fundamental hardware and software concepts every support technician must know. Provides the vocabulary needed to diagnose and communicate technical issues.

Lesson 3 • The IT Support Role Defined

Defines the scope, tiers, and daily responsibilities of IT support professionals. Establishes the professional context for all subsequent technical learning.

Lesson 4 • Professional Communication in IT

Teaches clear written and verbal communication tailored to technical support interactions. Directly supports effective ticket handling and user satisfaction.

Lesson 1 • Preventive Hardware Maintenance

Establishes scheduled maintenance routines that extend hardware lifespan and reduce failures. Connects proactive care to reduced support ticket volume.

Lesson 2 • Internal Components Deep Dive

Identifies and explains the function of every major internal component in a desktop and laptop. Builds the hardware literacy required for physical troubleshooting tasks.

Lesson 3 • Safe Hardware Handling Practices

Covers electrostatic discharge prevention, tool selection, and workspace safety standards. Ensures technicians protect both equipment and themselves during servicing.

Lesson 4 • Hardware Upgrades and Replacements

Guides students through RAM, storage, and component upgrade procedures step by step. Directly applies component knowledge to real-world upgrade requests.

Lesson 1 • OS Settings and Control Panel

Navigates system settings, display options, power plans, and accessibility features. Equips technicians to configure systems to meet diverse user requirements.

Lesson 2 • Patch Management and Updates

Covers update mechanisms, patch scheduling, and rollback procedures for desktop OS environments. Connects update management to system stability and security outcomes.

Lesson 3 • OS Installation Methods

Covers clean installs, upgrades, and image-based deployments across major desktop platforms. Establishes the deployment skills needed before configuration topics.

Lesson 4 • User Account and Access Management

Teaches creation, modification, and deletion of local and domain user accounts. Directly supports access control tasks encountered in daily support work.

Lesson 1 • Productivity Suite Support

Addresses common issues in office productivity suites including crashes, add-ins, and file corruption. Directly targets the most frequent application tickets in support queues.

Lesson 2 • Software Removal and Conflict Resolution

Teaches proper uninstallation methods and resolution of software conflicts and dependency errors. Ensures students can cleanly remove software without leaving residual issues.

Lesson 3 • Application Configuration and Licensing

Covers product activation, licence types, and application-level configuration settings. Prepares students to handle licensing issues and configure apps for users.

Lesson 4 • Software Deployment Methods

Compares manual, scripted, and centralised software deployment approaches. Establishes deployment knowledge before troubleshooting and management topics.

Lesson 1 • Structured Troubleshooting Methodology

Introduces a repeatable, layered approach to diagnosing network problems from physical to application. Provides the diagnostic framework applied throughout this chapter.

Lesson 2 • DNS and Internet Connectivity Issues

Diagnoses DNS resolution failures and internet access problems using standard diagnostic utilities. Connects DNS knowledge to practical resolution of browsing and app failures.

Lesson 3 • Network Share and Printer Connectivity

Resolves access issues with shared drives, mapped network drives, and network printers. Prepares students for the most common network-related tickets in enterprise support.

Lesson 4 • IP Configuration Troubleshooting

Resolves APIPA addresses, DHCP failures, and static IP conflicts using command-line tools. Directly applies IP addressing knowledge from Chapter 1 to live scenarios.

Lesson 1 • User Authentication and Access Control

Teaches multi-factor authentication, password managers, and least-privilege principles. Directly supports secure account management tasks performed by support technicians.

Lesson 2 • Common Threats and Attack Vectors

Identifies malware types, phishing, social engineering, and insider threats relevant to support staff. Establishes threat awareness before defensive controls are introduced.

Lesson 3 • Security Incident Response Basics

Outlines the steps a support technician takes when a security incident is suspected or confirmed. Connects threat knowledge to actionable response procedures.

Lesson 4 • Endpoint Security Controls

Covers antivirus, host-based firewalls, and application whitelisting as layered defences. Connects each control to specific threats identified in the previous section.

Lesson 1 • Cloud Storage and Collaboration Tools

Addresses sync errors, sharing permissions, and access issues in cloud storage and collaboration platforms. Connects cloud service knowledge to the most frequent cloud-related tickets.

Lesson 2 • Remote Desktop and Support Tools

Covers remote desktop protocols, remote support software, and session security best practices. Establishes remote access skills before cloud service management topics.

Lesson 3 • Supporting Remote Users Effectively

Combines communication, remote tools, and diagnostic skills to deliver high-quality remote support. Integrates prior chapter skills into a complete remote support workflow.

Lesson 4 • Cloud Account and License Management

Covers provisioning, modifying, and deprovisioning cloud user accounts and licence assignments. Prepares students for cloud administration tasks common in modern support roles.

Lesson 1 • Root Cause Analysis Methods

Teaches structured RCA techniques including the five-whys and fishbone diagram approaches. Connects analytical methods to reducing repeat incidents and ticket volume.

Lesson 2 • Change Management in Support

Covers the change management process and how support technicians interact with change requests. Ensures students understand how changes affect incident rates and system stability.

Lesson 3 • Problem Management and Known Errors

Explains the difference between incident and problem management and how known errors are tracked. Prepares students to contribute to organisational knowledge and problem records.

Lesson 4 • Performance and Stability Issues

Diagnoses slow system performance, application crashes, and blue-screen errors using advanced tools. Applies diagnostic tools from earlier sections to complex stability scenarios.