Course content
1. Advanced Troubleshooting Techniques: This module focuses on advanced troubleshooting methodologies and techniques used in IT support. Students learn how to diagnose and resolve complex hardware and software issues, including operating system problems, network connectivity issues, and application errors.
2. Operating System Support: Students gain a deep understanding of popular operating systems such as Windows, macOS, or Linux. They learn advanced techniques for installing, configuring, and supporting operating systems, including user management, security settings, device drivers, and system optimization.
3. Networking Fundamentals: This module covers advanced networking concepts, including network protocols, IP addressing, subnetting, routing, and troubleshooting network connectivity issues. Students learn how to configure and troubleshoot network devices, such as routers and switches, and resolve network-related problems.
4. Server Administration: Students acquire knowledge and skills in server administration, including managing user accounts, configuring file and print services, implementing server security measures, and performing routine maintenance tasks. They also learn about server virtualization and cloud-based server management.
5. Hardware Support: This module focuses on advanced hardware troubleshooting and support. Students learn how to diagnose and repair hardware issues, including problems with computer components, peripherals, and mobile devices. They also learn about hardware maintenance and upgrade procedures.
6. Software Support: Students gain expertise in providing technical support for software applications. They learn how to troubleshoot software-related problems, assist users with software installation and configuration, and manage software licenses and updates.
7. Customer Service and Communication: Effective customer service and communication skills are essential for IT support technicians. This module covers topics such as customer service principles, communication techniques, active listening, and conflict resolution.
8. IT Security and Data Privacy: Students learn about IT security best practices, including data protection, password management, antivirus software, and user access controls. They also gain an understanding of data privacy regulations and learn how to handle sensitive information securely.
9. Remote Support and Help Desk Management: This module focuses on remote support techniques, including remote desktop tools, remote troubleshooting, and managing support requests through a help desk or service desk system. Students learn about ticketing systems, incident management processes, and IT service management frameworks like ITIL.
10. Professional Development and Industry Certifications: This module emphasizes professional development skills and encourages students to pursue industry certifications relevant to IT support, such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or HDI Desktop Support Technician.
Assessment
The assessment is done via submission of assignment. There are no written exams.