Technical Support Fundamentals

In the second module 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!

In the third module of this course, learners will explore operating systems (OS). They will learn about the common operating systems that are used today and understand how they work with the computer hardware. Learners will review the "boot process" of an operating system and show learners how to install Windows, Linux, and Mac OSX operating systems. Finally, learners will use the hands-on lab environment to interact directly with the Windows and Linux operating systems.

In the fourth module 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.

In the fifth module 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.

Congratulations, you've made it to the last module of the course! In the final module, learners examine the importance of troubleshooting and customer support. They’ll go through some real-world scenarios that they might encounter in a Help Desk or Desktop Support role. They’ll also learn why empathizing with users is critical when working in a tech role. Finally, learners will learn why writing effective documentation is an important aspect of any IT role. By the end of this module, learners will be able to utilize soft skills and write documentation in order to communicate effectively with others.