CTS-ITS7511 - IT Support Technician

Course Description

This comprehensive IT Support Technician training course is designed to equip learners with essential IT skills and knowledge required for a successful career in IT support. Based on the Fundamentals Pro (Tech+) and CompTIA A+ certifications, this course covers core technologies from security to networking to virtualization and more. In this class, you will learn how to troubleshoot, problem-solve, and understand a wide variety of issues ranging from networking and operating systems to mobile devices and security. The latest version of this certification emphasizes the technologies and skills IT pros need to support a hybrid workforce. This is a blended class with instructor-led coaching and self-paced online learning, you will need to plan at least 5 hours per week for self-directed learning. Whether you are starting your career in IT or looking to enhance your skills, this course provides the foundation needed to excel as an IT Support Technician.

Course Outline

IT Fundamentals:

• Information Technology Basics
• Computer Hardware
• Computer Software
• Internet Technologies
• Networking
• Databases
• Programming
• Information Systems
• Cybersecurity

Core 1:

• Troubleshooting
• Motherboards and CPUs
• Computer Power supplies
• Memory
• Computer expansion
• Physical storage
• Input-Output devices
• Printers and multifunction print devices
• Network basics
• Network cables and connectors
• Network protocols
• Wireless networking
• Virtualization and cloud computing
• Mobile devices

 
Core 2:

• Configuring Windows
• Managing Windows
• Identifying OS Types and Features
• Supporting Windows
• Managing Windows Networking
• Managing Linux and MacOS
• Configuring SOHO Network Security
• Managing Security Settings 
• Supporting Mobile Software
• Using Support and Scripting Tools
• Implementing Operational Procedures

Learner Outcomes

Digital Literacy:

• Explain the role of information technology in modern organizations, including the core components of IT infrastructure and the importance of data management.
• Identify, describe, and differentiate the primary components of computer hardware and software.
• Outline the fundamental concepts of internet technologies and networking, including network topologies, protocols, and the roles of various network devices.
• Will gain proficiency in understanding the structure and purpose of databases, including relational database management systems, and will develop basic programming skills.
• Critically assess the role of information systems in business environments and apply foundational cybersecurity principles to identify potential threats.

Core 1

• Hardware: Understand and be able to identify, install, configure, and troubleshoot hardware components of a computer system. This includes knowledge of CPUs, motherboards, RAM, storage devices, power supplies, and peripherals.
• Software: Have a working knowledge of different operating systems (Windows, macOS, Linux, and mobile OS), installation, configuration, and troubleshooting of operating systems, as well as software applications and utilities.
• Networking: Comprehend basic networking concepts, including various network types (wired and wireless), network protocols, IP addressing, and network troubleshooting. Understand how to set up and configure basic network connections.
• Security: Gain an awareness of security best practices, including recognizing and mitigating security threats, implementing security measures, and understanding the importance of data security and privacy.

Core 2

• Operating Systems: Understand and be able to work with various operating systems, including Windows, macOS, Linux, iOS, and Android. This includes installing, configuring, and troubleshooting operating systems, as well as managing system updates and drivers.
• Security: Learn about security principles, threat detection, and best practices for securing computer systems and networks. Topics include encryption, malware detection and removal, access controls, and incident response.
• Software Troubleshooting: Develop skills in diagnosing and troubleshooting software-related issues. This involves troubleshooting application errors, system crashes, and issues related to user accounts and permissions.
• Operational Procedures: Gain knowledge of best practices for IT professionals, including communication and professionalism, safety and environmental procedures, and how to follow proper documentation and change management processes.

Notes

Target Audience: 
The CompTIA A+ certification is for individuals who are interested in pursuing a career in information technology, particularly in IT support and service roles. Individuals currently working in IT support roles without formal certification who want to enhance their skills and advance their careers. Individuals from other career backgrounds who are looking to transition into IT will benefit from a certification to demonstrate their knowledge and skills. CompTIA A+ is recognized by the U.S. Department of Defense and is often sought after by military personnel transitioning to civilian IT careers. 
CompTIA A+ is considered an entry-level certification, and its content is designed to provide a broad understanding of fundamental IT concepts and skills. It serves as an excellent starting point for individuals who want to build a strong foundation before pursuing more specialized certifications or roles in information technology.

Occupational Outlook: 
According to the U.S. Bureau of Labor Statistics, employment of computer support specialists is projected to grow  5 percent from 2022 to 2032, faster than the average for all occupations. The median annual wage for computer user support specialists was $57,890 in May 2022.
Entry requirements vary for computer support specialists. Network support specialists typically need an associate’s degree, and user support specialists typically need to complete some college courses. However, candidates may qualify with a high school diploma plus relevant information technology (IT) certifications.

Information Technology Continuing Education Certificate: 
This course is part of the Jr. Cyber Security Certificate. Certificates are awarded with the completion of all required courses (no substitutions). A certificate of completion for the class will be issued to participants with at least 80% attendance, class participation, and completion of hands-on practice and projects.

Industry Certification:
Prepares you for IT Fundamentals TestOut Certification, and the CompTIA A+ Certification exam through Pearson VUE, for CompTIA A+ Core 1 (220-1101) and CompTIA A+ Core 2 (220-1102). 

Method of Instruction: 
Blended learning with lectures, videos, live discussions, live demonstrations, hands-on exercises, and problem-solving. Outside homework is assigned.

Evaluation:
Participation in class discussions and completion of skill practices in and outside of the classroom are expected. Class attendance is required for successful completion.

Recommendations

IMPORTANT: Make sure to have your Network Login, DUO authentication, and student email before the first day of class.