IIRF Online > Personal Development > Career Development > IT / Technical Support > Technical Support Fundamentals
Technical Support Fundamentals by Coursera
Skills you will learn!
Curriculum
28 Topics
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: Their career path
Computer Language
Character Encoding
Binary
How to Count in Binary
Abstraction
Computer Architecture Overview
Kevin: Advice for the world of IT
Helpful resources and tips
Participate in program surveys
How to Use Discussion Forums
Get to Know Your Classmates
Pioneers in Computing and IT
Supplemental Reading on Logic Gates
Binary Conversion
Module 1 Glossary
Binary
Computer Architecture
How to Count in Binary
Module 1 challenge: Introduction to IT and Computing
Take a minute to set yourself up for success
Google IT Cert Participant Entry Survey
34 Topics
Module Introduction
Introduction to Computer Hardware
Programs the CPU and Memory
Joe: Diversity in IT
CPU
RAM
Motherboards
Physical Storage: Hard Drives
Power Supplies
Mobile Devices
Batteries and Charging Systems
Peripherals and Ports
BIOS
Ben: Skills of IT professionals
Putting it All Together: Installing The Processor
Putting it All Together: Adding the RAM And The Drive
Putting it All Together: Adding Graphics and Other Peripherals.
Mobile Device Repair
One program many futures
Supplemental Reading for CPUs
Supplemental Reading for CPU architecture
Supplemental Reading for Data Storage
Power Supplies
Supplemental Readings for Batteries and Charging Systems
Supplemental Reading on Connector Types
Supplemental Reading for Projectors
Mobile Display Types
Module 2 Glossary
The Modern Computer
Components
Starting It Up
Assemble a Computer
Module 2 challenge: Computer Components and Hardware
Troubleshooting Mobile Issues
33 Topics
Module introduction
Components of an Operating System
Files and File Systems
Process Management
Memory Management and Virtual Memory
I/O Management
Interacting with the OS: User Space
Logs
The Boot Process
Mobile Operating Systems
Cindy: Drive and career path
Choosing an Operating System
Virtual Machines
Installing Windows 10
Installing Linux
What is Chrome OS?
Mac OS
Tri Ngo: How to overcome obstacles and become successful in IT
Introduction to Qwiklabs
Supplemental Reading for Chrome OS
Boot Methods Best Practices
Supplemental Reading for Choosing an OS
Windows 10 & 11 Feature Matrix
Supplemental Reading for Ubuntu
Module 3 Glossary
Qwiklabs guidelines and troubleshooting steps
Exemplar: Creating a folder with Windows
Exemplar: Creating a folder with Linux
What is an Operating System?
Installing an Operating System
Module 3 challenge: Installing and Using Operating Systems
Creating a Folder with Windows
Creating a Folder with Linux
19 Topics
Module Introduction
Basics of Networking
Networking Hardware
TCP/IP
The Web
Victor: First job experiences
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
Module 4 Glossary
Limitations of the Internet
Module 4 challenge: Networking
20 Topics
Module Introduction
How software is built: Coding scripting and programming
Types of Software
Revisiting Abstraction
Recipe for Computing
Phelan: Learning IT in the Navy
Managing Software
Installing Updating and Removing Software on Windows
Installing Updating and Removing Software on Linux
Software Automation
Common Scripting Solutions
Supplemental Reading for Software Versioning
Module 5 Glossary
Exemplar: Installing updating and removing software in Windows
Exemplar: Installing updating and removing software in Linux
Introduction to Software
Interacting with Software
Module 5 challenge: Interacting with Software
Installing Updating and Removing Software in Windows
Installing Updating and Removing Software in Linux
29 Topics
Module Introduction
Ask Questions!
Isolating the Problem
Follow the Cookie Crumbs
Start with the Quickest Step First
Troubleshooting Pitfalls to Avoid
Amir: Attributes in an IT support space
Intro to Soft Skills
Anatomy of an Interaction
How to Deal with Difficult Situations Part I
How to Deal with Difficult Situations Part II
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: Technology can open doors
Congratulations!
Crafting Your Resume
Creating Your Elevator Pitch
Module 6 Glossary
Course 1 Glossary
Customer Service
Module 6 challenge: Troubleshooting Best Practices
Technical Support Fundamentals
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