IT Support Specialist Diploma

In this course, you’ll learn the interpersonal skills all IT support professionals need to be successful. Whether dealing with coworkers or dealing with external customers, it’s important that IT support specialists maintain professionalism in any scenario.

This course will cover the importance of using good communication skills with both coworkers and customers. You’ll learn about expectations for appearance, hygiene, and language in professional settings, and you’ll discover skills that will help you adapt to an ever-changing work environment. Finally, you’ll learn about providing excellent customer service, whether you’re working with the public or internal customers within an organization.

By the end of this course, you’ll be able to do the following:

• Describe the skills needed for effective communication

• Explain the professional characteristics exhibited by successful employees

• Identify the hallmarks of excellent customer service

This course introduces you to the skills needed to become a successful IT support specialist. One way that students demonstrate to employers that they have mastered these skills is by obtaining A+ certification through CompTIA. The materials in this course and the textbook chapters you’ll read align to the 220-1001 Core 1 objectives for the CompTIA A+ Certification Exam.

In this course, you’ll become familiar with hardware components, which are an important part of A+ training. You’ll also be able to identify the functions of motherboards, memory, hard drives, and other parts of a computer system. You’ll also learn about networking and learn how to troubleshoot and secure portable and mobile devices.

You’ll also learn how to safely operate a multimeter and work with electrical hardware. You’ll learn the fundamentals of DC and AC voltage measurement, DC measurement, diode measurement, transistor hFE procedure, and multimeter repair.

By the end of this course, you’ll be able to do the following:

• Identify CompTIA exam components and IT support specialist career functions

• Explain the parts of a computer system

• Classify the internal functions of motherboards, firmware, computing storage, and power

• Analyze the external components of a computer system and how they work for customers

• Distinguish elements of networking, including local area networks and wide area networks

• Categorize portable and mobile computer systems

• Discuss basic electricity

• Explain voltage, current, resistance, and power

• Calculate wattage

• Identify key electrical terms and symbols

This course focuses on operating systems, software, and security, which are key domains in the CompTIA A+ Certification Exam. The materials in this course and the textbook chapters you’ll read align to the 220-1002 Core 2 objectives for the CompTIA A+ Certification Exam.

While much of the information in this course focuses on the Windows operating system (OS) and its administrative tools, the Mac and Linux operating systems are covered as well. Information on common commands used with the CLI (Command Line Interface) and scripting is also provided. In addition, you’ll learn about troubleshooting software,configuring networks, and handling common security threats while identifying the best practices that successful IT support specialists employ regularly.

By the end of this course, you’ll be able to do the following:

• Identify three common operating systems

• Summarize the processes of operating systems installation, maintenance, and upgrade

• Describe the troubleshooting process for operating systems

• Relate software to networking

• Categorize computer security in the IT field

• Define operational procedures for a career as an IT support specialist

Welcome to your course on Network Protocols and Internetworking. In this course, you’ll acquire the basic knowledge to understand routing and switching, the underlying mechanisms of all data communication networks. The focus will be on the principles of networking as implemented in the products and practices of Cisco Systems, Inc.

This course is designed for individuals who may not have all the technical prerequisites to become network engineers, but who are motivated to learn what makes networks function. It’s not a preparation for the Cisco certification exam. You don’t need any previous networking experience or an extensive math background; the text is written in nontechnical English, so beginners can follow the logic.

By the end of this course, you’ll be able to do the following:

• Categorize the application of network, OSI model, TCP/IP, and protocols

• Analyze the functions of topologies, numbering systems, and IP addresses

• Point out the function of cabling, device functions, and LAN operations

• Show the configuration procedures for routers and switches