Technical Support Fundamentals Free Download

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This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. In this course, you’ll be introduced to the world of Information Technology, or IT. You’ll learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, troubleshooting, and customer service. This course covers a wide variety of topics in IT that are designed to give you an overview of what’s to come in this certificate program.

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

● understand how the binary system works

● assemble a computer from scratch

● choose and install an operating system on a computer

● understand what the Internet is, how it works, and the impact it has in the modern world

● learn how applications are created and how they work under the hood of a computer

● utilize common problem-solving methodologies and soft skills in an Information Technology setting

SKILLS YOU WILL GAIN

  • Binary Code
  • Customer Support
  • Linux
  • Troubleshooting

What you will learn from this course

Week 1: Introduction to IT

Welcome to Technical Support Fundamentals, the first course of the IT Support Professional Certificate! By enrolling in this course, you are taking the first step to kickstarting your career in tech. In the first week of the course, we’ll learn about how computers were invented, how they’ve evolved over time, and how they work today. We will also learn about what an “IT Support Specialist” is and what they do in their job. By the end of this module, you will know how to count like a computer using binary and understand why these calculations are so powerful for society. So let’s get started!

  • Program Introduction
  • What is IT?
  • What does an IT Support Specialist do?
  • Course Introduction
  • From Abacus to Analytical Engine
  • The Path to Modern Computers
  • Kevin Career
  • Computer Language
  • Character Encoding
  • Binary
  • How to Count in Binary
  • Abstraction
  • Computer Architecture Overview
  • Kevin: Advice
  • 6 readings
  • Navigating Coursera
  • Program Surveys
  • How to Use Discussion Forums
  • Get to Know Your Fellow October Completers
  • Supplemental Reading on Logic Gates
  • About Graded Plugins
  • 3 practice exercises
  • Binary
  • Computer Architecture
  • How to Count in Binary

Week 2: Hardware

In the second week 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!

  • Module Introduction
  • Introduction to Computer Hardware
  • Programs and Hardware
  • Joe: Diversity
  • CPU
  • RAM
  • Motherboards
  • Storage
  • Power Supplies
  • Mobile Devices
  • Batteries and Charging Systems
  • Peripherals
  • BIOS
  • Ben’s Advice
  • Putting it All Together
  • Mobile Device Repair
  • One program, many futures
  • 7 readings
  • Supplemental Reading for CPUs
  • Supplemental Reading for CPU architecture
  • Supplemental Reading for Data Storage
  • Supplemental Readings for Batteries and Charging Systems
  • Supplemental Reading for USB Peripherals
  • Supplemental Reading for Projectors
  • About Graded Plugins
  • 4 practice exercises
  • The Modern Computer
  • Components
  • Starting It Up
  • Assemble a Computer

Week 3: Operating System

In the third week of the course we will become familiar with operating systems. We discuss the operating systems that are most widely used today and learn how an operating system interacts with computer hardware. We will learn about the startup process of an operating system and show you how to install the Windows, Linux and Mac OS X operating systems from scratch. At the end of this module you will interact directly with the Windows and Linux operating systems via the Qwiklabs environment.

  • Module Introduction
  • Remote Connection and SSH
  • Remote Connections on Windows
  • Components of an Operating System
  • Files and File Systems
  • Process Management
  • Memory Management
  • I/O Management
  • Interacting with the OS: User Space
  • Logs
  • The Boot Process
  • Mobile Operating Systems
  • Cindy Drive & Career Path
  • Choosing an Operating System
  • Virtual Machines
  • Installing Windows
  • Installing Linux
  • What is Chrome OS?
  • Installing Mac OS X
  • Tri Ngo Obstacles & How to be successful in IT
  • Introduction to Qwiklabs
  • Supplemental reading for Remote Connections in Windows
  • Supplemental Reading for Chrome OS
  • Supplemental Reading for ReFS File System
  • Supplemental Reading for Choosing an OS
  • Supplemental Reading for Ubuntu
  • Instructions for Accessing Linux and Windows Qwiklabs
  • What is an Operating System?
  • Installing an Operating System
  • Accessing Qwiklabs

Week 4: Networking

In the fourth week 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.

  • Module Introduction
  • Basics of Networking
  • Networking Hardware
  • Language of the Internet
  • The Web
  • Victor First Job
  • History of the Internet
  • Limitations of the Internet
  • Changing Careers
  • Impact
  • Internet of Things
  • Gian What he does in Android Security
  • Privacy and Security
  • Heather Adkins Keeping Hackers Out
  • Learner Story: Melinda
  • Supplemental Reading for Internet of Things
  • Limitations of the Internet
  • Networking

Week 5: Software

In the fifth week 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.

  • Module Introduction
  • What is Software?
  • Types of Software
  • Revisiting Abstraction
  • Recipe for Computing
  • Phelan Navy
  • Managing Software
  • Installing, Updating, and Removing Software on Windows
  • Installing, Updating, and Removing Software on Linux
  • Software Automation
  • Supplemental Reading for Software Versioning
  • Introduction to Software
  • Interacting with Software

Week 6: Troubleshooting

Congratulations, you’ve made it to the last week of the course! In the final week, we’ll learn about the importance of troubleshooting and customer support. We’ll go through some real-world scenarios that you might encounter at a Help Desk or Desktop Support role. We’ll learn why empathizing with a user is super important when working in a tech role. Finally, we’ll learn why writing documentation is an important aspect of any IT role. By the end of this module, you will utilize soft skills and write documentation to communicate with others.

  • Module Introduction
  • Ask Questions!
  • Isolating the Problem
  • Follow the Cookie Crumbs
  • Start with the Quickest Step First
  • Troubleshooting Pitfalls to Avoid
  • Amir Attributes
  • Intro to Soft Skills
  • Anatomy of an Interaction
  • How to Deal with Difficult Situations
  • Ticketing Systems and Documenting Your Work
  • Process Documentation
  • Documenting in Ticketing Systems
  • Your Opportunity for Success
  • Standing Out from the Crowd
  • Getting Ready for the Interview
  • What to Expect During the Technical Interview
  • Showing Your Best Self During the Interview
  • Interview Role Play: Customer Service
  • Course Wrap Up
  • Sabrina: No Degree
  • Congratulations!
  • Crafting Your Resume
  • Creating Your Elevator Pitch
  • Troubleshooting Best Practices
  • Ungraded Plugin: Customer Service
  • Customer Service
  • Writing Effective Documentation

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Technical Support Fundamentals

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