IT Support Fundamentals Course

What you will learn in 8 lessons

1. 1

   Computer Hardware Components

   Start here

   Identify, install and upgrade PC components such as motherboards, CPUs, memory, storage and power supplies, and choose the right cables and peripherals.

   6 learning goals

   What you will learn

   1. 1.Understand the parts of a PC and the motherboard that connects them
   2. 2.Choose and install processors, cooling and memory
   3. 3.Choose and set up storage
   4. 4.Power the PC with the right power supply
   5. 5.Connect displays and peripherals with the right ports and cables
   6. 6.Build, configure and upgrade a PC
2. 2

   Laptops, Mobile Devices and Printers

   Configure and support laptops, smartphones and tablets, connect accessories and set up and maintain common printers.

   6 learning goals

   What you will learn

   1. 1.Maintain and upgrade laptop hardware
   2. 2.Connect accessories to laptops and mobile devices
   3. 3.Connect mobile devices to networks and keep their data in sync
   4. 4.Manage mobile devices for an organization
   5. 5.Set up printers and multifunction devices
   6. 6.Maintain printers and their consumables
3. 3

   Installing and Configuring Operating Systems

   Install, configure and maintain Windows, and support macOS and Linux desktops, including settings, user accounts, file systems and command-line tools.

   6 learning goals

   What you will learn

   1. 1.Choose and install Windows
   2. 2.Configure, monitor and maintain Windows
   3. 3.Manage user accounts and permissions
   4. 4.Manage disks and file systems
   5. 5.Work at the Windows command line
   6. 6.Support macOS and Linux desktops
4. 4

   Networking for IT Support

   Set up and support small office and home networks, including Wi-Fi, routers, IP configuration, DHCP, DNS and common ports and protocols.

   6 learning goals

   What you will learn

   1. 1.Describe networks, their devices and the services they provide
   2. 2.Connect a site to the internet with the right cables and tools
   3. 3.Configure and check IP addressing and DHCP
   4. 4.Explain how DNS turns names into addresses
   5. 5.Identify common ports and protocols
   6. 6.Set up and secure a small office or home network
5. 5

   Endpoint Security for Support Technicians

   Protect workstations and mobile devices with secure settings, anti-malware, encryption and multi-factor authentication, and recognize and remove malware and social engineering attempts.

   6 learning goals

   What you will learn

   1. 1.Recognize malware, social engineering and common attacks
   2. 2.Control sign-in with strong passwords, MFA and safe accounts
   3. 3.Configure Windows security protections
   4. 4.Protect data with encryption and secure disposal
   5. 5.Secure wireless networks and mobile devices
   6. 6.Detect, remove and prevent malware infections
6. 6

   IT Troubleshooting

   Apply a structured troubleshooting method to diagnose and fix common hardware, network, operating system and application problems.

   5 learning goals

   What you will learn

   1. 1.Troubleshoot with a structured method
   2. 2.Use diagnostic tools and logs
   3. 3.Diagnose startup and hardware failures
   4. 4.Diagnose network connectivity problems
   5. 5.Solve operating system, application and mobile device problems
7. 7

   Testing Digital Systems

   Plan and run structured tests of a configured digital system against user and system requirements (functionality, performance, usability, accessibility and security), record and compare results, decide whether the system is ready for use and communicate the outcome.

   5 learning goals

   What you will learn

   1. 1.Explain why systems are tested and what they are tested against
   2. 2.Plan structured tests in a suitable environment
   3. 3.Test functionality, performance, usability, accessibility and security
   4. 4.Record, interpret and review test results
   5. 5.Confirm readiness and hand the system over
8. 8

   IT Operational Procedures

   Work like a professional support technician by documenting tickets, following change procedures, backing up data, working safely and communicating clearly with users.

   6 learning goals

   What you will learn

   1. 1.Document support work and track IT assets
   2. 2.Communicate professionally with users
   3. 3.Change systems safely and keep data recoverable
   4. 4.Work safely and protect equipment and the environment
   5. 5.Meet licensing, privacy and policy obligations
   6. 6.Support users remotely and automate routine tasks