What is IT support?
Companies rely on technology everyday, but sometimes that technology fails us. Computers break, systems fail, phones die; and when that happens, we need experts to fix them. IT support is all about troubleshooting and problem solving when the tech fails, and providing great customer service along the way.
Google has long faced an issue that many other companies also contend with -- had open IT Support roles, and not enough qualified candidates to fill them. So, a few years ago Google began working with a non-profit organization to build out trainings and pathways to roles in technical support at Google. This way we learned that not only is IT support a highly teachable field, but that we could teach someone completely new to the industry the IT fundamentals in under six months. So, Google built an IT training program on Coursera, created entirely by Googlers who are expert in IT support, so that this training could be available to everyone.
There is no background knowledge necessary!
What will I be able to do upon completing the professional certificate?
This program is designed to prepare you for an entry-level role in IT Support, whether that’s doing in-person or remote work, at a small company or a large enterprise organization. Upon completion of the certificate, you will have the option to share your information with top employers hiring entry-level IT professionals, like Cognizant, GE Digital, H&R Block, Hulu, JM Smucker, Infosys, Intel, KForce, MCPc, PNC Bank, RICOH USA, Sprint, TEKSystems, UPMC, Veterans United Home Loans, Walmart and their companies: Allswell, Bonobos, Hayneedle, Jet, Modcloth, Moosejaw, Sam’s Club, Shoes.com, Store No. 8, Vudu and of course, Google.
What kind of companies hire IT Support professionals?
Nearly every company whose employees use computers has a need for IT Support professionals. The majority of IT support positions do not require a college degree, but they do require prior experience. This certificate will give learners the training and experience they need to get a job in tech. In the US alone, jobs in this field are projected to grow 10% between 2016 and 2026 -- faster than the average of all other occupations
Can I get academic credits for taking this program?
The Google IT Support Professional Certificate program recently secured a credit recommendation from the American Council on Education (ACE) ACE CREDIT®, which is the industry standard for translating workplace learning to college credit. Learners can earn a recommendation of 12 college credits for completing the program--the equivalent of four college courses at the associate degree-level. This aims to help open up additional pathways to learners who are interested in higher education, and prepare them for entry-level jobs.
Will completing the certificate prepare me for the CompTIA A+ exams?
The Google IT Support Professional Certificate program aligns with the objectives covered by the newly updated CompTIA A+ certification. Upon completion of the certificate program, you can download the CompTIA A+ exam objectives to ensure that you’ve studied everything before taking the exams. If you complete the certificate and pass the CompTIA A+ certification exams, you’ll have access to a new dual credential from CompTIA and Google: a badge that can be posted on LinkedIn to catch the attention of potential employers.
Program Timeline
- •Course 1 – Technical Support Fundamentals
- •Course 2 – The Bits and Bytes of Computer Networking
- •Course 3 – Operating Systems and You: Becoming a Powerful User
- •Course 4 – System Administration and IT Infrastructure Services
- •Course 5 – IT Security: Defense against the digital dark arts
Each course: 60 hrs or 6 weeks, 8-10 hrs/week
Total: 30 weeks, 300 hrs
For everyone who want to work and help with computers, networks and.... help people or customers.
- IT skills are becoming necessary for day to day living, like finding a job, getting an education and looking up your health information.
- IT has become such a vital tool in modern society that people and organizations who don't have access to IT are at a disadvantage.
- Maybe you're from a community where there wasn't any internet, or you couldn't afford a superfast computer and had to use one at your school or library instead. There are many social and economic reasons why some people have digital literacy skills and other people do not.
- There's growing skills gap is known as the digital divide. People without digital literacy skills are falling behind. But people like you are the real solution to bridging that digital divide. Overcoming the digital divide, not only involves confronting and understanding the combination of socio economic factors that shape our experience, but also helping others confront and understand those experiences.
- By getting into IT, you'll help serve those in your communities or organizations and maybe even inspire a new generation of IT pioneers. When I think about solving the digital divide, I can't help but think of all the opportunities and breakthroughs that folks from diverse backgrounds and perspectives in the industry can bring.
Bootcamp Overview
Technical Support Fundamentals
What is IT support? Companies rely on technology everyday, but sometimes that technology fails us. Computers break, systems fail, phones die; and when that happens, we need experts to fix them. IT support is all about troubleshooting and problem solving when the tech fails, and providing great customer service along the way.
Course Schedule:
IT: The Bits and Bytes of Computer Networking
This course is the second of a series that aims to prepare you for a role as an entry-level IT Support Specialist
This course is designed to provide a full overview of computer networking. We’ll cover everything from the fundamentals of modern networking technologies and protocols to an overview of the cloud to practical applications and network troubleshooting.
Course Schedule:
Operating Systems and You: Becoming a Powerful User
it's time to navigate the Windows and Linux Operating Systems or OSs. Learning Linux doesn't have to be scary. It's not impossible to use Windows commands and it's certainly not difficult to get started.
While this course will have some conceptual learning, we will focus more on the practical aspects of the operating system. Not only when you learn how to use the Windows and Linux OSs, we'll also teach you how to interact with these operating systems through the command line.
Course Schedule:
System Administration and IT Infrastructure Services
IT infrastructure encompasses the software, the hardware, network, and services required for an organization to operate in an enterprise IT environment.
Course Schedule:
IT Security: Defense against the digital dark arts
This course covers a wide variety of IT security concepts, tools, and best practices. It introduces threats and attacks and the many ways they can show up. We’ll give you some background of encryption algorithms and how they’re used to safeguard data. Then, we’ll dive into the three As of information security: authentication, authorization, and accounting.
Course Schedule:
Intro to Networks and Systems / IT
This course prepares students for an entry level Network Support Specialist position.
Course Schedule:
What does IT support specialist do?
•an IT support specialist makes sure that an organization's technological equipment is running smoothly. This includes managing, installing, maintaining, troubleshooting and configuring office and computing equipment. This program is designed to prepare you for an entry level role in IT help desk support. You'll learn how to setup a user's desktop or workstation, how to install the computer applications that people use the most. You'll learn how to fix a problem or troubleshoot when something goes wrong and how to put practices in place to prevent similar problems from happening again. Not only will you learn the technical aspects of troubleshooting a problem, you'll also learn how to communicate with users in order to best assist them. •There's also never been more opportunity to get into the IT industry than now. Not only is the field of IT incredibly diverse, but job prospects are also booming. It's projected that IT jobs in the US alone will grow 12% in the next decade. That's higher than the average for all other occupations.