This is your path to a career in IT. In this program, you’ll learn in-demand skills that will have you job-ready in less than 6 months. No degree or experience required.
Gain skills required to succeed in an entry-level IT job
Learn to perform day-to-day IT support tasks including computer assembly, wireless networking, installing programs, and customer service
Learn how to provide end-to-end customer support, ranging from identifying problems to troubleshooting and debugging
Learn to use systems including Linux, Domain Name Systems, Command-Line Interface, and Binary Code
Welcome to Technical Support Fundamentals, the first course of the IT Support Professional Certificate! By enrolling in this course, you are taking the first step to starting your career in tech. In the first chapter of the course, we'll learn about how computers were invented, how they've evolved over time, and how they work today. We will also learn about what an "IT Support Specialist" is and what they do in their job. By the end of this module, you will know how to count like a computer using binary and understand why these calculations are so powerful for society. So let's get started! Learning Objectives Understand why and how humans went from counting using manual methods to calculating data with computers. Describe what binary is and how we use it to communicate with computers. Understand what the layers of computer architecture are. Convert binary numbers into decimal form.
In the second chapter of this course, we'll learn about what's inside a computer. We'll learn all about the hardware components or different pieces inside a computer. We'll discover what each component does and how they work together to make a computer function. By the end of this module, you will also know how to build a computer from scratch! Learning Objectives Describe the main components that make up a computer and how they work together. Understand how the CPU takes instructions and executes them. Describe how binary data physically travels throughout a computer.
In the third chapter of the course we will become familiar with operating systems. We discuss the operating systems that are most widely used today and learn how an operating system interacts with computer hardware. We will learn about the startup process of an operating system and show you how to install the Windows, Linux and Mac OS X operating systems from scratch. At the end of this module you will interact directly with the Windows and Linux operating systems via the Qwiklabs environment. Learning Objectives Know what the main components that make up an operating system are. Understand the boot process of an operating system. Be able to install an operating system. Create a file using the Windows and Linux operating systems.
In the 5th chapter of this course, we'll learn about computer networking. We'll explore the history of the Internet and what "The Web" actually is. We'll also discuss topics like Internet privacy, security, and what the future of the Internet may look like. You'll also understand why the Internet has limitations even today. By the end of this module, you will know how the Internet works and recognize both the positive and negative impacts the Internet has had on the world. Learning Objectives Recognize the positive as well as negative impacts of the Internet such as privacy and security. Understand the basics of computer networking. Understand the basics of how data travels across the Internet.
In the 6th chapter of this course, we'll learn about computer software. We'll learn about what software actually is and the different types of software you may encounter as an IT Support Specialist. We'll also explore how to manage software and revisit the concept of "abstraction." By the end of this module, you'll use the Qwiklabs environment to install, update and remove software on both Windows and Linux operating systems. Learning Objectives Be able to install software on Windows and Linux. Understand the main components of software and how they work. Describe how computers use instructions to process input and produce output. Describe how a program breaks down into instructions for the CPU.
Congratulations, you've made it to the last chapter of the course! In the final chapter, we'll learn about the importance of troubleshooting and customer support. We'll go through some real-world scenarios that you might encounter at a Help Desk or Desktop Support role. We'll learn why empathizing with a user is super important when working in a tech role. Finally, we'll learn why writing documentation is an important aspect of any IT role. By the end of this module, you will utilize soft skills and write documentation to communicate with others. Learning Objectives Be able to effectively troubleshoot an issue using the troubleshooting methods learned. Be able to empathize with a user and utilize soft skills for an excellent customer service experience. Understand why documentation is an important aspect of an IT role.
Adugna is an Office 365 consultant helping organizations get the most out their Microsoft 365 Digital Workplace. IT Professional at heart, Adugna focuses on helping administrators deploy, manage, automate, and configure governance across services such as SharePoint, OneDrive for Business, and Microsoft Teams. As an author, Microsoft Certified Trainer , Adugna has helped over a thousands IT Professionals and end-users across the globe to better understand and to get the most out of Office 365 and the greater Microsoft 365 platform.
Help Desk | IT Support Fundamentals in Amharic
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