IT Support Case Studies from edX

In this Capstone, you will demonstrate your ability to perform in an Information Technology (IT) Support role by applying your new knowledge to real-world situations. You will practice analyzing user help requests and troubleshooting various issues that a Tech Support role would encounter.

You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing – all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.

This course also includes a final exam that contains questions on the topics and style found in the CompTIA IT Fundamentals (IFT+) Certification Exam. It serves as this program’s final exam, helps you practice for the Certification, and measures your preparedness. By the end of the Capstone course, you’ll be equipped with the technical support skills that are found in everyday professional settings.

Before taking this course, it is highly recommended that you first complete all the previous courses in the IBM IT Support Professional Certificate.

What's inside

Learning objectives

Articulate processes and information related to it fundamentals in the context of providing technical support.
Demonstrate systematic and effective troubleshooting and problem-solving skills.

Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
Practice for the comptia it fundamentals certification by completing the final exam.

Articulate processes and information related to it fundamentals in the context of providing technical support.
Demonstrate systematic and effective troubleshooting and problem-solving skills.
Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
Practice for the comptia it fundamentals certification by completing the final exam.

Syllabus

Module 1: Hardware and Operating Systems

Case Study: Computer Peripherals and Connectivity

Case Study: Computer Display Device Installation

Case Study: Computer Performance and OS Fundamentals

Identifying System Information for Windows and MacOS Devices

Module 2: Software, Programming and Databases

Case Study: Browser Versions, Installs, and Updates

Case Study: Updating Desktop Software

Case Study: Browser Security Settings and Client-side Scripting

Case Study: Database Roles and Permissions

Graded Case Study: System Sofware, Versions, and Application Software Capability

Module 3: Networking and Storage

Case Study: Corporate User Needs Access to a Network Drive

Case Study: Network Protocols, Firewalls, andProxy Servers

Case Study: Hosted Storage and Sharing

Graded Case Study: Configure, Test, and Troubleshoot a SOHO

Module 4: Cybersecurity

Case Study: Intellectual Property and DRM

Case Study: Security and information Privacy

Case Study: Countering Security Threats and Hardening Devices

Case Study: Password Management Techniques

Graded Case Study: Public Browsing Safety

Module 5: Cloud Computing

Case Study: Virtual and Bare-Metal Servers

Case Study: Cloud Networking Using VPCs

Case Study: Identity and Access Management (IAM)

Case Study: Cloud Storage and Databases

Graded Case Study: Cloud Service and Deployment Models

Module 6: Final Exam and Practice for CompTIA ITF+ Certification

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Taught by Rav Ahuja, an experienced IT professional

Covers a wide range of IT support topics, including hardware, software, networking, security, and cloud computing

Provides practice in analyzing user help requests and troubleshooting various issues

Prepares learners for the CompTIA IT Fundamentals (IFT+) Certification Exam

Recommended for individuals seeking to gain foundational knowledge and skills in IT support

Provides a solid foundation for those considering a career in IT support

Career center

Learners who complete IT Support Case Studies will develop knowledge and skills that may be useful to these careers:

Chief Information Officer (CIO)

A Chief Information Officer (CIO) is responsible for overseeing all aspects of an organization's IT systems and services. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that CIOs need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Chief Technology Officer (CTO)

A Chief Technology Officer (CTO) is responsible for overseeing all aspects of an organization's technology strategy and operations. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that CTOs need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Cloud Engineer

A Cloud Engineer is responsible for designing, implementing, and managing cloud computing solutions. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Cloud Engineers need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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IT Manager

An IT Manager is responsible for planning, implementing, and managing IT systems and services. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that IT Managers need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Computer User Support Specialist

A Computer User Support Specialist is responsible for providing technical support to users of computers and other devices. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Computer User Support Specialists need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Information Security Analyst

An Information Security Analyst is responsible for protecting computer systems and networks from unauthorized access, use, disclosure, disruption, modification, or destruction. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Information Security Analysts need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Systems Administrator

A Systems Administrator is responsible for managing and maintaining computer systems and networks. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Systems Administrators need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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IT Auditor

An IT Auditor is responsible for assessing and evaluating the security of computer systems and networks. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that IT Auditors need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Database Administrator

A Database Administrator is responsible for managing and maintaining databases. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Database Administrators need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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IT Support Analyst

An IT Support Analyst is responsible for providing technical support to users of computers and other devices. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that IT Support Analysts need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Network Administrator

A Network Administrator is responsible for managing and maintaining computer networks. This course may be useful, as it helps build a foundation in networking, security, and cloud computing, all of which are areas that Network Administrators need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Software Developer

A Software Developer is responsible for designing, developing, and testing software applications. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Software Developers need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Web Developer

A Web Developer is responsible for designing, developing, and maintaining websites. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Web Developers need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Desktop Support Technician

A Desktop Support Technician is responsible for providing technical support to users of desktop computers, laptops, and other devices. This course may be useful, as it helps build a foundation in hardware, software, and networking, which are all areas that Desktop Support Technicians need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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Technical Support Engineer

A Technical Support Engineer provides technical support to end-users, typically through remote access or by phone. This course may be useful, as it helps build a foundation in hardware, software, networking, security, and cloud computing, all of which are areas that Technical Support Engineers need to be familiar with. The course also covers customer service skills and conflict mitigation, which are important for any role that involves working with customers.

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