IT Support 101: Foundations of Technical Assistance

Course Overview:
This course introduces the essential skills needed to provide IT support, covering hardware and software troubleshooting, network support, customer service, and essential tools and practices. This knowledge will help you troubleshoot and resolve common technical issues.

Module 1: Introduction to IT Support

• What is IT Support?

  • Overview of the role and responsibilities of an IT support professional

  • Types of IT support: help desk, field support, remote support, and system administration

• Essential Skills for IT Support

  • Key technical skills: troubleshooting, networking basics, and system maintenance

  • Customer service and communication skills for effective support

Module 2: Hardware Troubleshooting

• Understanding Hardware Components

  • Basics of computer hardware: CPU, memory, storage, peripherals

  • Recognizing common hardware issues and symptoms (e.g., overheating, slow performance)

• Diagnosing and Resolving Hardware Issues

  • Using tools like Device Manager (Windows) or System Information (Mac) for diagnostics

  • Steps to troubleshoot and resolve issues with monitors, keyboards, printers, and other peripherals

• Replacing and Upgrading Hardware

  • Guidelines for safely replacing or upgrading components (RAM, storage, etc.)

  • Knowing when hardware replacement is needed versus software solutions

Module 3: Software Troubleshooting

• Operating System Basics

  • Common OS issues and troubleshooting (Windows, macOS, and Linux basics)

  • Managing updates, drivers, and configurations for optimal performance

• Software Installation and Configuration

  • Installing and configuring essential software applications

  • Managing application permissions, compatibility issues, and settings

• Basic Troubleshooting Techniques

  • Clearing cache and temporary files, reinstalling software, running diagnostic tools

  • Using Safe Mode, system restore, and other built-in recovery options

Module 4: Networking Essentials

• Introduction to Network Fundamentals

  • Understanding IP addresses, routers, switches, and basic networking protocols

  • Common issues in LAN, Wi-Fi, and internet connections

• Network Troubleshooting Tools

  • Using command-line tools: ping, tracert, ipconfig, nslookup

  • Basic router settings, diagnosing connectivity issues, and resetting networks

• Managing Network Security

  • Basic practices for network security: firewalls, encryption, and VPNs

  • Recognizing and handling network security threats

Module 5: Cybersecurity and Data Protection

• Common Security Threats

  • Understanding viruses, malware, ransomware, phishing, and social engineering

  • Recognizing and mitigating these threats in a support environment

• Best Practices for Data Security

  • Implementing strong passwords, multi-factor authentication, and regular updates

  • Protecting sensitive data, backing up data, and disaster recovery plans

• Handling Security Incidents

  • Steps for responding to a security breach or suspicious activity

  • Reporting procedures and documentation of security incidents

Module 6: Customer Service and Support Tools

• Effective Communication in IT Support

  • Techniques for active listening, empathy, and clear communication

  • Managing frustrated or non-technical users calmly and effectively

• IT Support Ticketing Systems

  • Using help desk software (e.g., Zendesk, Freshdesk, Jira) for tracking issues

  • Documenting problems, actions taken, and solutions clearly in support tickets

• Remote Assistance Tools

  • Introduction to remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)

  • Best practices for remote troubleshooting and security

Module 7: Practical Exercises and Final Assessment

• Hands-On Troubleshooting Practice

  • Exercises on diagnosing and resolving hardware, software, and network issues

  • Using diagnostic tools and ticketing software in simulated scenarios

• Final Assessment

  • Provide IT support in a simulated environment, troubleshooting multiple issues

  • Emphasis on effective communication, accurate documentation, and resolution efficiency