Overview of IT support roles and responsibilities

Introduction to customer service principles

Introduction to customer service principles

Introduction to customer service principles

Understanding device drivers and peripherals

Understanding device drivers and peripherals Installation and configuration of operating systems

Software installation, updates, and troubleshooting

Basics of computer networks and the Internet

Basics of computer networks and the Internet

Understanding IP addresses, subnetting, and DHCP

Introduction to networking devices (routers, switches, access points)

Configuring network settings (IPv4, IPv6, DNS)

Troubleshooting network connectivity issues

Introduction to Wi-Fi troubleshooting and security

Remote desktop tools and techniques

Introduction to IT service management frameworks (ITIL, ITSM)

Incident management and ticketing systems

Change management and configuration management

Introduction to diagnostic tools (e.g., Task Manager, Event Viewer)

Remote access and administration tools (e.g., Remote Desktop Protocol)

Data backup and recovery tools

System maintenance utilities (e.g., disk cleanup, defragmentation)

Problem-solving methodologies (e.g., root cause analysis)

Troubleshooting common hardware and software issues

Dealing with common user-related problems

Effective communication and escalation procedures

Advanced networking concepts (VLANs, VPNs, firewalls)

Cloud computing basics and its impact on IT support

Introduction to virtualization technologies

Specializations based on participant interests (e.g., cybersecurity, Linux administration, database management)

Capstone project involving real-world IT support scenarios

Resume building and interview preparation workshops

Networking and job search strategies

Guest lectures from industry professionals

Final presentation of capstone projects and course completion ceremony