What You'll Learn
This course provides practical IT support training with 70% hands-on labs. Perfect for career changers and beginners entering the tech industry.
Key Skills You'll Master
Hardware & Software Troubleshooting
Diagnose and resolve common PC issues, peripheral problems, and software conflicts using systematic troubleshooting methods.
Windows Administration Basics
Manage user accounts, permissions, system settings, and perform basic Windows maintenance tasks.
Remote Support Tools
Use TeamViewer, Remote Desktop, and other tools to provide efficient remote assistance to end users.
Ticket System Management
Create, prioritize, and resolve support tickets while maintaining proper documentation and communication.
Customer Service Excellence
Communicate effectively with non-technical users, manage expectations, and deliver professional support experiences.
IT Documentation & Knowledge Base
Document solutions, create troubleshooting guides, and contribute to team knowledge resources.
Course Modules
Module 1: Hardware Fundamentals
6 Hours- PC components and assembly
- Peripheral troubleshooting
- Hardware diagnostics
- Printer configuration
- Lab: Build and troubleshoot PC
Module 2: Windows Administration
8 Hours- User account management
- File permissions and sharing
- System settings configuration
- Windows updates and patches
- Lab: Manage Windows 10/11 systems
Module 3: Software Troubleshooting
6 Hours- Application installation/removal
- Software conflict resolution
- Antivirus and security tools
- System restore and recovery
- Lab: Resolve software issues
Module 4: Network Basics
5 Hours- TCP/IP fundamentals
- Wi-Fi connectivity troubleshooting
- Network printer setup
- Basic router/switch configuration
- Lab: Connect and troubleshoot networks
Module 5: Remote Support Tools
5 Hours- Remote Desktop setup
- TeamViewer and similar tools
- Screen sharing best practices
- Remote troubleshooting techniques
- Lab: Provide remote assistance
Module 6: Ticketing & Documentation
4 Hours- Ticket system usage
- Issue prioritization
- Creating knowledge base articles
- Professional communication
- Lab: Manage support tickets
Module 7: Customer Service Skills
4 Hours- Effective communication with users
- Managing difficult situations
- Setting expectations
- Follow-up best practices
- Lab: Handle customer scenarios
Module 8: Security Basics
4 Hours- Password security and policies
- Malware removal procedures
- Data backup and recovery
- Physical security awareness
- Lab: Implement security best practices
Hands-On Labs & Projects
Lab 1: PC Build & Troubleshoot
Assemble PC from components, install OS, diagnose hardware issues, replace faulty parts.
Lab 2: Windows Administration
Create user accounts, set permissions, configure system settings, manage updates.
Lab 3: Software Troubleshooting
Resolve application crashes, remove malware, perform system restore, optimize performance.
Lab 4: Network Connectivity
Troubleshoot Wi-Fi issues, configure IP settings, set up network printer, test connectivity.
Lab 5: Remote Support Session
Connect via Remote Desktop, troubleshoot issues remotely, communicate effectively with user.
Lab 6: Ticket Management
Create tickets, prioritize issues, document solutions, update knowledge base.
Lab 7: Customer Service
Handle difficult customer scenarios, manage expectations, provide professional support.
Project: Full Support Simulation
Complete end-to-end support experience: receive ticket, diagnose issue, resolve remotely, document solution.
Tools & Platforms Required
Note: Most tools free or included with Windows. Virtual lab environment provided.
Who Should Enroll
Career Outcomes
Graduates are prepared for entry-level IT support positions including:
Help Desk Technician
$35K - $50K avg. salary
Desktop Support Specialist
$40K - $55K avg. salary
IT Support Analyst
$38K - $52K avg. salary
Technical Support Associate
$37K - $50K avg. salary