Technical Support Fundamentals from Coursera

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

What's inside

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!

Hardware

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!

Operating System

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.

Networking

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.

Software

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.

Troubleshooting

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.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Covers fundamental IT concepts such as binary systems, computer assembly, operating systems, networking, software, and troubleshooting, providing a comprehensive foundation for beginners

Teaches essential troubleshooting and customer support skills, preparing learners for real-world scenarios in IT support roles

Utilizes the Qwiklabs environment for hands-on practice installing, updating, and removing software on Windows and Linux operating systems

Examines various operating systems including Windows, Linux, and Mac OS X, providing learners with a broad understanding of different system architectures

Explores the history and impact of the Internet, fostering understanding of its role in shaping the modern world

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Technical Support Fundamentals with these activities:

Read IT Essentials: PC Hardware and Software

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Enhance your foundational knowledge of computer hardware and software components and their functionality.

View IT Essentials on Amazon

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Obtain a copy of the book
Read through the chapters and take notes
Review the key concepts and practice exercises

Review computer hardware

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Reviewing computer hardware will help you understand how computers work and how to troubleshoot hardware issues.

Browse courses on Computer Hardware

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Read about different types of computer hardware components
Watch videos about how to assemble a computer
Practice assembling and disassembling a computer

Binary counting review

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Get familiar with counting in binary to better prepare for the topic in the first module of the course.

Browse courses on Binary Arithmetic

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Find a resource for learning about binary counting
Practice converting numbers from decimal to binary and vice versa
Complete practice problems or quizzes on binary counting

15 other activities

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Assemble a computer

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Solidify foundational understanding of computer hardware by assembling a computer from scratch.

Browse courses on Assembly

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Gather necessary materials
Follow assembly instructions
Install operating system
Test functionality

Collect Troubleshooting Resources

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Build a personalized collection of troubleshooting resources to assist you in resolving technical issues.

Browse courses on Troubleshooting Techniques

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Identify reliable sources for troubleshooting information
Gather articles, tutorials, and documentation
Organize your resources into a central location

Binary number system exercises

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Practicing binary number system exercises will help you understand how computers represent and process data.

Browse courses on Binary Number System

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Convert decimal numbers to binary numbers
Convert binary numbers to decimal numbers
Perform arithmetic operations on binary numbers

Practice converting binary numbers

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Enhance understanding of binary system and strengthen number conversion skills.

Browse courses on Binary Number System

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Review binary number system
Practice converting between binary and decimal

Learn about IT Basics with Google's IT Fundamentals

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Explore the fundamentals of IT and computing concepts to build a strong foundation for the course.

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Register for the Google IT Fundamentals course on Coursera
Work through the course modules at your own pace
Complete the quizzes and exercises to test your understanding

Attend a Local Tech Meetup

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Connect with other IT professionals and stay updated on the latest technologies through local meetups.

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Find local tech meetups using Meetup.com or similar platforms
Attend meetups that align with your interests
Engage with other attendees and ask questions

Learn how to assemble a PC

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Step-by-step video tutorials can help you feel more confident before assembling a PC during the second module.

Browse courses on Computer Hardware

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Find a video tutorial on PC assembly
Gather the necessary tools and materials
Follow the steps in the tutorial to assemble the PC
Troubleshoot any issues that arise

Binary Number System Practice

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Sharpen your understanding of the binary number system, a key concept for IT Support Specialists.

Browse courses on Binary System

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Visit the Binary Calculator website
Practice converting decimal numbers to binary and vice versa
Challenge yourself with more complex conversions

Install and configure operating systems

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Installing and configuring operating systems will help you understand how operating systems work and how to troubleshoot software issues.

Browse courses on Operating Systems

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Choose an operating system to install
Download the operating system ISO file
Create a bootable USB drive
Install the operating system
Configure the operating system

Explore Networking Concepts with Cisco's Networking Academy

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Deepen your understanding of networking concepts and protocols through Cisco's comprehensive tutorials.

Browse courses on Networking Basics

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Create an account on the Cisco Networking Academy website
Enroll in the Introduction to Networks course
Complete the modules and hands-on labs

Build a Virtual Computer Using QEMU

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Gain hands-on experience by assembling a virtual computer, reinforcing your knowledge of hardware components.

Browse courses on Computer Assembly

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Install QEMU on your computer
Create a virtual machine and configure its settings
Install an operating system on the virtual machine
Test the functionality of the virtual computer

Troubleshooting a computer problem

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Creating a deliverable will help you to troubleshoot a computer problem by following a structured approach and documenting your findings.

Browse courses on Troubleshooting

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Gather information about the problem
Identify the root cause of the problem
Develop a solution to the problem
Test the solution to the problem
Document your findings

Develop an IT support troubleshooting flowchart

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Apply troubleshooting methodologies and create a visual resource for future reference and support.

Browse courses on Troubleshooting

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Identify common IT support issues
Design a logical flowchart
Create a flowchart using a visual tool

Participate in a Virtual IT Hackathon

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Challenge yourself by solving real-world IT problems and collaborating with others in a competitive environment.

Browse courses on Problem-Solving

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Find a virtual IT hackathon that aligns with your interests
Form a team or participate individually
Develop a solution to the proposed challenge

Build a personal computer

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Integrate knowledge of computer hardware and software to create a functional personal computer.

Browse courses on Computer Assembly

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Determine hardware requirements
Purchase and gather components
Assemble and install hardware
Install operating system and software

Career center

Learners who complete Technical Support Fundamentals will develop knowledge and skills that may be useful to these careers:

Information Technology Support Analyst

**Information Technology Support Analysts** provide technical support to internal and external customers. They work in various industries, including healthcare, education, government, and finance. This course provides a foundation in computer hardware, software, networking, and troubleshooting, which are essential skills for this role. By completing this course, you will be well-prepared to enter a career as an Information Technology Support Analyst.

See salaries and explore the career path for Information Technology Support Analyst

Desktop Support Technician

**Desktop Support Technicians** provide technical support to end-users within an organization. They may work in a help desk environment, providing remote support over the phone or email, or they may work on-site, providing support in person. This course provides a strong foundation in computer hardware, software, and troubleshooting, which are essential skills for this role. By completing this course, you will be well-prepared to enter a career as a Desktop Support Technician.

See salaries and explore the career path for Desktop Support Technician

Network Administrator

**Network Administrators** are responsible for the design, implementation, and maintenance of computer networks. They work in a variety of settings, including businesses, schools, and government agencies. This course provides a foundation in computer networking, including topics such as network security, network management, and network troubleshooting. By completing this course, you will be well-prepared to enter a career as a Network Administrator.

See salaries and explore the career path for Network Administrator

Computer Systems Analyst

**Computer Systems Analysts** design, implement, and maintain computer systems. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in computer hardware, software, and networking, which are essential skills for this role. By completing this course, you will be well-prepared to enter a career as a Computer Systems Analyst.

See salaries and explore the career path for Computer Systems Analyst

Software Engineer

**Software Engineers** design, develop, and maintain software applications. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in computer software, including topics such as software design, software development, and software testing. By completing this course, you will be well-prepared to enter a career as a Software Engineer.

See salaries and explore the career path for Software Engineer

Data Analyst

**Data Analysts** collect, analyze, and interpret data to help organizations make informed decisions. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in computer software, including topics such as data analysis, data visualization, and data mining. By completing this course, you will be well-prepared to enter a career as a Data Analyst.

See salaries and explore the career path for Data Analyst

Database Administrator

**Database Administrators** are responsible for the design, implementation, and maintenance of databases. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in computer software, including topics such as database design, database management, and database troubleshooting. By completing this course, you will be well-prepared to enter a career as a Database Administrator.

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Information Security Analyst

**Information Security Analysts** are responsible for protecting an organization's information assets from unauthorized access, use, disclosure, disruption, modification, or destruction. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in computer security, including topics such as network security, data security, and information security management. By completing this course, you will be well-prepared to enter a career as an Information Security Analyst.

See salaries and explore the career path for Information Security Analyst

IT Auditor

**IT Auditors** evaluate an organization's information systems to ensure that they are operating effectively and efficiently. They also ensure that the organization's information assets are protected from unauthorized access, use, disclosure, disruption, modification, or destruction. This course provides a foundation in computer auditing, including topics such as IT risk assessment, IT compliance, and IT governance. By completing this course, you will be well-prepared to enter a career as an IT Auditor.

See salaries and explore the career path for IT Auditor

IT Project Manager

**IT Project Managers** plan, execute, and close IT projects. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in project management, including topics such as project planning, project execution, and project closure. By completing this course, you will be well-prepared to enter a career as an IT Project Manager.

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IT Consultant

**IT Consultants** provide advice and guidance to organizations on how to use information technology to achieve their business objectives. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in information technology, including topics such as computer hardware, software, networking, and security. By completing this course, you will be well-prepared to enter a career as an IT Consultant.

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IT Sales Representative

**IT Sales Representatives** sell computer hardware, software, and services to businesses and organizations. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in sales and marketing, including topics such as sales techniques, customer relationship management, and market research. By completing this course, you will be well-prepared to enter a career as an IT Sales Representative.

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IT Recruiter

**IT Recruiters** find and hire qualified IT professionals for organizations. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in human resources, including topics such as recruitment, interviewing, and employee relations. By completing this course, you will be well-prepared to enter a career as an IT Recruiter.

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IT Trainer

**IT Trainers** provide training and development to IT professionals. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in instructional design, including topics such as learning objectives, lesson planning, and assessment development. By completing this course, you will be well-prepared to enter a career as an IT Trainer.

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IT Writer

**IT Writers** create technical documentation for IT products and services. They work in a variety of industries, including healthcare, education, government, and finance. This course provides a foundation in technical writing, including topics such as technical writing style, documentation structure, and user documentation. By completing this course, you will be well-prepared to enter a career as an IT Writer.

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