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Technical Support Fundamentals (Coursera)

In this course, you’ll be introduced to the world of Information Technology, or IT. This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. You’ll learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, and job-related skills. You’ll also learn about the history of computers, and the pioneers who shaped the world of computing that we know today.

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 IT Support Professional Certificate.

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 our computer.

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

Except as otherwise noted, the contents on this site are licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Who is this class for: This program is intended for beginners who are interested in developing the skills necessary to perform entry-level IT support. No pre-requisite knowledge is required. However, if you do have some familiarity with IT, you can skip through any content that you might already know and speed ahead to the graded assessments.

Course 1 of 6 in the Google IT Support Professional Certificate Specialization

Syllabus

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!

Graded: 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!

Graded: Hardware

WEEK 3

Operating System

In the third week of this course, we’ll learn about operating systems. We’ll discuss the common operating systems that are used today and understand how they work with the computer hardware. We’ll learn about the “boot process” of an operating system and show you how to install Windows, Linux and Mac OSX operating systems from scratch. By the end of this module, you’ll use the Qwiklabs environment to interact directly with the Windows and Linux operating systems.

Graded: Create a Folder with Linux

Graded: Create a Folder with Windows

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.

Graded: 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.

Graded: Install, Update and Remove Software for Windows

Graded: Install, Update and Remove Software for Linux

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. computer software. 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.

Graded: Writing Effective Documentation

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