Technical Support Fundamentals

Go to Course: https://www.coursera.org/learn/technical-support-fundamentals

Introduction

### Course Review: Technical Support Fundamentals on Coursera #### Overview The "Technical Support Fundamentals" course, offered on Coursera, serves as the gateway to a rewarding career in Information Technology (IT). Designed for those aspiring to become entry-level IT Support Specialists, this course is the first in a comprehensive IT Support Professional Certificate program. It introduces learners to key foundational concepts in IT, covering everything from hardware components to troubleshooting techniques. #### Course Syllabus Breakdown 1. **Introduction to IT** The course kicks off with a fascinating look at the history of computers, illustrating how they have evolved and their pivotal role in society. By the end of this module, you will gain a solid understanding of binary counting—a fundamental concept in computer science. This groundwork sets the tone for your journey into IT support roles. 2. **Hardware** In the second module, the spotlight shifts to computer hardware. Here, you will delve deep into the various components that make up a computer. This module not only teaches you what each part does but also equips you with the skills necessary to build a computer from scratch. This hands-on experience is invaluable for anyone looking to enter the tech field. 3. **Operating System** Understanding operating systems is crucial for any IT professional. This module covers the most widely used systems, namely Windows, Linux, and Mac OS X. Through interactive Qwiklabs, you'll learn how to install these operating systems from scratch, reinforcing your learning through practical application. 4. **Networking** Moving on to networking, this module offers insights into the history and functionality of the Internet. You will explore topics such as internet privacy and security, and you will come to understand the limitations and potential futures of the web. As an IT support specialist, this knowledge is essential for addressing user concerns related to connectivity and network issues. 5. **Software** The software module outlines different types of software encountered in the tech industry and teaches you essential management skills. Using Qwiklabs, you will learn how to install, update, and remove software on Windows and Linux systems. This hands-on approach solidifies your understanding of software operations, making you well-prepared for real-world scenarios. 6. **Troubleshooting** The final module focuses on the indispensable skills of troubleshooting and customer support. Through engaging real-world scenarios, you'll learn how to effectively empathize with users, improving your service quality. Moreover, the importance of documentation in IT work is emphasized, rounding out your skills for a career in tech support. #### Recommendations The "Technical Support Fundamentals" course is an excellent starting point for anyone looking to break into the IT industry. Here’s why: - **Comprehensive Curriculum**: The course covers a wide array of topics, ensuring that learners gain a solid foundational knowledge necessary for any IT support role. - **Hands-On Learning**: The use of Qwiklabs provides a practical, hands-on experience that reinforces theoretical knowledge with real-world application, a crucial aspect for technical support roles. - **Access to Expert Instruction**: The course is delivered by knowledgeable professionals who break down complex topics into digestible lessons, making advanced concepts accessible to everyone. - **Career Preparation**: By the end of the course, you will not only understand the workings of computers, software, and networks but also have developed the soft skills essential for effective communication in a support role. In summary, if you are contemplating a career in IT, enrolling in “Technical Support Fundamentals” is a step in the right direction. The knowledge and skills you gain will serve as a strong foundation as you progress through the subsequent courses in the IT Support Professional Certificate program, paving the way for a successful career in technology. Take the leap today and start your journey into the fascinating world of IT!

Syllabus

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 module 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!

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 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.

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, 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.