Information Technology Level 1 Help Desk Technician

Hours: 250 / Access Length: 12 Months / Delivery: Online, Self-Paced
Retail Price: $2,414.00

Course Overview:

The Information Technology Level 1 Help Desk is a course bundle comprised of CompTIA A+ and Customer Service Representative (CSR) Exam Prep to give students the necessary skills and certifications to be able to be able to achieve success at an entry level IT Help Desk job. 

This course prepares a student to take the CompTIA A+ 220-1201 and CompTIA A+ 220-1202 and HDI Customer Service Representative (HDI-CSR) certification exams.

Course Outline:

CompTIA A+ 220-1201 Curriculum:

Lesson 1: What Does an IT Specialist Do?

You have finally secured a position in information technology (IT), and it begins today! Awesome, but what can you expect of your new position, and what work assignments should you expect each day? Answering the question of what your day-to-day "routine" will be is not an easy one, as different companies utilize technology for different purposes

Lesson 2: Installing Motherboards and Connectors

One of the main roles of a CompTIA A+ technician is to install and configure personal computer (PC) hardware. This hands-on part of the job is what draws many people to a career in information technology (IT) support. As an IT professional, you will set up desktop computers and help end users select a system configuration and peripheral devices that are appropriate to their work. You will often have to connect peripheral devices using the correct cables and connectors and install plug-in adapter cards.

To complete these tasks, you must understand how the peripheral devices and internal PC components are connected via the motherboard. As you may encounter many different environments in your work, you must also be able to distinguish and support both modern and legacy connection interfaces.

Lesson 3: Installing System Devices

The market for computer parts is complicated. There are many types of processors, memory modules, disk drives, and power supplies, each with different features. As a CompTIA A+ technician, you need to understand these features and know how they work together to build a computer that fits specific needs. You also need to solve compatibility problems and be confident in installing and removing these often expensive and delicate parts.

Lesson 4: Troubleshooting PC Hardware

You have recently been hired as an IT support specialist for a large corporation. The company has been experiencing a range of hardware-related issues that are affecting employee productivity. Your task is to diagnose and resolve these issues, ensuring that all desktop, laptop, and client devices are functioning optimally. The problems include system firmware settings, power and disk issues, and system and display problems. Your goal is to systematically troubleshoot and fix these issues. Each lesson will have more specific tasks within this scenario that could be solved with the information found within that lesson.

Lesson 5: Comparing Local Networking Hardware

Network support is a great competency for IT technicians at all levels to possess. In today's environment, standalone computing is a rarity. Just about every digital device on the planet today is connected to external resources via a network, whether it is a small office/home office (SOHO) network, a corporate WAN, or to the Internet directly.

The ability to connect, share, and communicate using a network is crucial for running a business and staying connected to everything in the world. As a CompTIA® A+® support technician, if you understand the technologies that underlie both local and global network communications, you can play an important role in ensuring that the organization you support stays connected.

This module will help you understand how different types of networks are categorized and how to compare and contrast network cabling, hardware, and wireless standards.

Lesson 6: Configuring Network Addressing and Internet Connections

You have just been assigned to work together with two colleagues on a project. The team has worked together before on a few projects, but this is the first time that the three of you are not in the same physical location. John is in Austin, Texas, Evan lives in London, and you are visiting Alice Springs, Australia. This remote location dynamic of the team will require time management from all members but also a reliance on technology solutions to facilitate meetings through a collaboration software application. To make this application work, your system needs to use a network address and several communication protocols. These communication protocols allow for a standard "language" to be used between devices across the Internet.

Several new hardware devices are used to make these Internet-wide communications occur. These include modems and radio antennas to connect to an internet service provider (ISP). The network addressing and forwarding function is performed by router devices and the Internet Protocol (IP).

This lesson will help you to compare the technologies that underpin Internet access and configure the main protocols in the Transmission Control Protocol/Internet Protocol (TCP/IP) suite that enable communications between networks and the Internet.

Lesson 7: Supporting Network Services

Application protocols implement services such as web browsing, email, and file sharing. As well as computer server roles, modern networks use a variety of Internet security appliances and smart devices. Some networks are integrated with embedded system devices that underpin industrial technologies. While you will not have responsibility for configuring the devices and servers that run these applications, being able to summarize the functions and purposes of server roles will help you assist other technicians.

Being able to summarize the function of protocols up the network stack is also a prerequisite for troubleshooting network issues. When you are diagnosing connectivity problems with a host, you need to determine whether the issue is with a cable or adapter that you can resolve or whether there is a wider network or application server issue that you will need to escalate to senior support staff.

Lesson 8: Summarizing Virtualization and Cloud Concepts

You work at a mid-sized law firm that is transitioning to a more virtualized and cloud-based infrastructure. Your role involves managing client devices, supporting desktop and laptop users, and ensuring the smooth operation of virtualized environments and cloud services. The firm is looking to improve its hardware utilization, enhance security, and provide flexible, scalable solutions for its employees.

Lesson 9: Supporting Mobile Devices

This lesson focuses on mobile devices and how they differ from desktop systems in terms of features, upgrade/repair procedures, and troubleshooting. As a certified CompTIA® A+® technician, you will be expected to configure, maintain, and troubleshoot laptops, smartphones, and tablets. With the proper information and the right skills, you will be ready to support these devices as efficiently as you support their desktop counterparts.

Lesson 10: Supporting Print Devices

You work for a graphic design firm that specializes in creating marketing materials, including brochures, posters, and digital content for various clients. The firm relies heavily on a range of print devices, including multifunction printers, laser printers, inkjet printers, and 3-D printers, to produce high-quality outputs for client presentations and proofs. Your task is to ensure that all print devices are functioning optimally, are well-maintained, and that any issues are quickly resolved to minimize downtime and maintain productivity.

CompTIA A+ 220-1202 Curriculum:

Lesson 1: What Does an IT Specialist Do

You have finally secured a position in information technology (IT), and it begins today! Awesome, but what can you expect of your new position, and what work assignments should you expect each day? Answering the question of what your day-to-day "routine" will be is not an easy one, as different companies utilize technology for different purposes.

Lesson 2: Managing Support Procedures

Support for customers and clients provides an interesting dynamic to working as an IT specialist. Every issue is something new to learn and resolve. While the issues change, the process by which we resolve them should not vary much issue to issue. Imagine you have been assigned to resolve an issue with an employee's laptop. This employee works remotely in another time zone, and you will need to rely on email and phone conversations to work through the troubleshooting steps. Ensuring that you communicate efficiently and effectively will be key to handling the issue as a professional.

As you work through the process, you will also need to ensure you are documenting the steps you have taken and the results of any test you have run. In some cases, the problem will not be resolved in the same day and other team members may need to continue to find a solution after your shift ends. Tracking and documentation of steps taken thus far allows them to continue the process rather than starting all over again with the issue. Understanding which application you are working with and ensuring the correct operating system has been identified will be helpful in finding a resolution as well.

Lesson 3: Configuring Windows

The operating system (OS) is the software that provides a user interface to the computer hardware and provides an environment in which to run software applications and create computer networks. As a professional IT support representative or PC service technician, your job will include installing, configuring, maintaining, and troubleshooting personal computer (PC) operating systems.

Before you can perform any of these tasks, you need to understand the basics of what an operating system is, including the various versions, features, components, and technical capabilities. With this knowledge, you can provide effective support for all types of system environments.

In this lesson, you will learn how the basic administrative interfaces for Microsoft® Windows 10® and Microsoft® Windows 11® can be used to configure user and system settings.

Lesson 4: Managing Windows

The rapidly growing e-commerce company you work for is expanding its operations and upgrading its IT infrastructure to handle increased online traffic and improve internal processes. Your role is to ensure that all desktop and laptop devices are configured correctly, maintained efficiently, and securely connected to the network, while also providing support for any technical issues that arise during the transition.

Lesson 5: Supporting Windows

Supporting an operating system is a greater challenge than simply being able to use the various configuration utilities, management consoles, and commands. To support an OS, you must be able to plan the deployment of software, train and assist users, and troubleshoot problems. As well as technical challenges, there are operational and business factors to consider when installing operating systems and third-party software. Troubleshooting requires knowledge of common symptoms and probable causes in addition to being able to use tools to recover a system or data files. This lesson will help prepare you to meet these challenges so that you can play an effective support role.

Lesson 6: Securing Windows

As a CompTIA A+ technician, your duties will include setting up and configuring computers so that they can connect to a network. By installing, configuring, and troubleshooting networking capabilities, you will be able to provide users with the connectivity they need to be able to perform their job duties.

Once you have the computer network up and running, you can start to configure it to provide useful services. File and print sharing are key uses of almost every network. When configuring these resources, you must be aware of potential security issues and understand how to set permissions correctly to ensure that data is only accessible to those users who really should have been authorized to see it.

Along with permissions, you will also need to manage user accounts on networks. Windows networks can use local accounts within workgroups or centralized Active Directory accounts on a domain network. In this lesson, you will learn some basic principles for managing users in both types of environments.

Lesson 7: Installing Operating Systems

A mid-sized healthcare clinic is planning to upgrade its office IT infrastructure. The clinic currently uses a mix of outdated Windows editions and hardware. Your task is to ensure a smooth transition to the latest Windows editions, optimize system performance, and implement efficient installation and upgrade processes across all client devices, ensuring compliance with healthcare industry regulations such as HIPAA.

Lesson 8: Supporting Other OS

You work for a mid-sized educational institution, TechEd Academy, which provides both in-person and online courses. The institution uses a diverse range of operating systems across its computer labs, faculty offices, and student devices, including Linux and macOS. Your role involves ensuring seamless operation, security, and support for these systems, enabling faculty and students to focus on teaching and learning without technical interruptions.

Lesson 9: Configuring SOHO Network Security

As a CompTIA A+ technician, you are in a position to identify potential security issues before they become big problems. By identifying security threats and vulnerabilities, as well as some of the controls that can counteract them, you can help keep your organization's computing resources safe from unauthorized access. In this lesson, you will identify security threats and vulnerabilities, plus some of the logical and physical controls used to mitigate them on SOHO networks.

Lesson 10: Managing Security Settings

Firewalls provide a security border around a network, but this secure border is not sufficient to protect against insider threats, advanced malware, or sophisticated threat-actor tactics and techniques. Most organizations deploy defense in depth controls to ensure that each endpoint— computer, laptop, smartphone, or tablet— is deployed in a hardened configuration in terms of both the OS and the web browser software.

Despite best efforts to assess risks and deploy countermeasures, most networks will suffer from security incidents. As an IT specialist, you will need to be able to use best practice methods and tools to identify and eliminate malware and other intrusions to minimize the impact of these incidents.

Lesson 11: Supporting Mobile Software

You work for a logistics and transportation company, which relies heavily on mobile devices for tracking shipments, managing logistics, and communicating with drivers on the road. Recently, the company has experienced several issues with mobile device security and performance, impacting operational efficiency. Your task is to ensure that all mobile devices used by the company are secure, perform optimally, and comply with company policies to maintain smooth logistics operations.

Lesson 12: Using Data Security

As a CompTIA A+ technician, you will usually perform support tasks within the context of a company's operational procedures. These procedures include performing data backups and recovery, handling different types of sensitive data, and even integrating artificial intelligence into the organization's applications and workflows.

This lesson will help you to identify the technologies and best practices that underpin these important procedures.

Lesson 13: Implementing Operational Procedures

Documented procedures for employees and clients to follow ensure that a high level of service is maintained and that processes are completed with consistent outcomes. Having the documentation to support your operations, along with understanding the processes to follow should an incident or disaster occur, can ensure your organization can maintain progress as business needs change. Documentation of your organization's infrastructure ensures that you and your team of IT professionals have an awareness of the assets you are all responsible for. When changes are made to those assets, be it an update for the operating systems or a complete reconfiguration of an equipment rack, all changes should be documented so all team members are aware of the change.

Customer Service Representative (CSR) Exam Prep Curriculum:

Lesson 1: The World of Customer Service

In this lesson, you will define customer service, identify the factors that have impacted the growth of the service sector, and recognize the changes in consumer behavior that are impacting the profession. You will also learn the six major components of a customer-focused environment.

Lesson 2: Contributing to the Service Culture

In this lesson, you will learn the elements of a successful service culture, define a service strategy, and recognize customer-friendly systems. You will also learn how to implement strategies for promoting a positive service culture, and identify what customers want.

Lesson 3: Verbal Communication Skills

In this lesson, you will learn the importance of effective communication in customer service and how to recognize the elements of effective two-way interpersonal communication. You will also learn how to project a professional customer service image through positive communication, avoid negative language, and identify the key differences between assertive and aggressive behavior.

Lesson 4: Nonverbal Communication Skills

Lesson 4 covers nonverbal communication, what nonverbal cues are, and how to use them effectively in communication strategies. You will learn the things that can affect communication, such as gender or cultural considerations. By the end of the lesson you will know how to use customer-focused behavior to demonstrate your care for your customers.

Lesson 5: Listening to the Customer

This lesson will help you develop your listening skills beginning with some time spent on why listening is important, and the four steps of the listening process. You'll learn how to use information-gathering techniques to best serve your customers and gain meaningful responses to help you assist them. By the end you will have many strategies to improve your listening skills.

Lesson 6: Customer Service and Behavior

This lesson introduces you to behavior styles and why they are important to your role. You will learn the four behavior styles and how they relate to the customer service experience. You'll gain an understanding of how to use knowledge of behavioral styles to help manage your perception of others and build productive relationships.

Lesson 7: Service Breakdowns and Recovery

Service breakdowns are a part of the customer service experience. This lesson will help you understand how to work with internal and external customers and prevent customer dissatisfaction. You'll gain tools like the six steps of problem-solving model and service recovery planning that will help you take control of any situation.

Lesson 8: Customer Service in a Diverse World

This lesson will help you become familiar with how diversity plays into your role in customer service. You'll learn what are some characteristics that make a person unique, and how to meet individuals' needs. You will also gain insight on how you can work effectively with a wide range of people, both internal and external customers.

Lesson 9: Customer Service via Technology

This lesson will introduce customer service through technology and it's unique challenges and opportunities. You'll discover how to use technology to enhance the customer service experience and how to stay ahead of the ever-evolving world of web-based and mobile technologies. An emphasis will placed on effective communication through email, the Internet, and phone.

Lesson 10: Encouraging Customer Loyalty

This lesson will cover the role of the customer service representative in developing brand loyalty for your organization. You will gain valuable insight into how to build and maintain trust with your customers and effectively manage the customer relationship with the organization. Finally you will learn various strategies to enhance customer satisfaction and deliver quality service.

Lesson 11: Managing Your Time

This lesson will give you a greater understanding of the components that make up effective time management strategies. You will see how to effectively prioritize tasks and how to use judgement and relativity to discern which tasks to complete and when. Finally you'll learn how your personal circadian rhythm can play in your daily energy levels and how to leverage that effectively in your work.

Lesson 12: Managing Your Stress

This lesson will address the issue of stress and techniques to manage it successfully. Time will be spent reviewing the leading causes of stress in the customer service environment. You'll learn how to identify personal stressors, and the signs of a potentially situation. This will help you to prepare for and avoid stressful and develop techniques for reducing stress.

Lesson 13: Customer Service through Written Means

This lesson covers the importance of written messages in customer service. You'll learn how to create professionally written documents, including applying a three-step approach to ensure their effectiveness. You will gain understanding of how to write in a way that enhances customer service by setting the right tone to deliver bad news and say no in a positive way.

All necessary course materials are included.

Certification(s):

This course prepares a student to take the CompTIA A+ 220-1201 and CompTIA A+ 220-1202 and HDI Customer Service Representative (HDI-CSR) certification exams.

System Requirements:

Internet Connectivity Requirements:

• Cable, Fiber, DSL, or LEO Satellite (i.e. Starlink) internet with speeds of at least 10mb/sec download and 5mb/sec upload are recommended for the best experience.

NOTE: While cellular hotspots may allow access to our courses, users may experience connectivity issues by trying to access our learning management system.  This is due to the potential high download and upload latency of cellular connections.   Therefore, it is not recommended that students use a cellular hotspot as their primary way of accessing their courses.

Hardware Requirements:

• CPU: 1 GHz or higher
• RAM: 4 GB or higher
• Resolution: 1280 x 720 or higher.  1920x1080 resolution is recommended for the best experience.
• Speakers / Headphones
• Microphone for Webinar or Live Online sessions.

Operating System Requirements:

• Windows 7 or higher.
• Mac OSX 10 or higher.
• Latest Chrome OS
• Latest Linux Distributions
  

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

Web Browser Requirements:

• Latest Google Chrome is recommended for the best experience.
• Latest Mozilla FireFox
• Latest Microsoft Edge
• Latest Apple Safari

Basic Software Requirements (These are recommendations of software to use):

• Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
• PDF reader program (Adobe Reader, FoxIt)
• Courses may require other software that is described in the above course outline.