This course prepares students for an entry level Network Support Specialist position.
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. This course prepares students for an entry level Tech Support Specialist position. It teaches how to approach basic troubleshooting and problem solving when the tech fails, and providing great customer service along the way.
- Week 1. Introduction to IT. Layout and connection of hardware up to software. Students will be able to:
- Identify the parts of a computer and understand each parts role in the system.
- Describe the different layers of the OSI model and their roles.
- Identify key historical events in computer history.
- Demonstrate an understanding of the role of computer languages.
- Class 2, Operating Systems. Remote system, Virtual Machines. Students will be able to:
- Identify the differences between Windows, MacOS, and Linux systems
- Understand the components of an operating system
- Know how to install and maintain each type of OS
- Remote into another computer system
- Understand the bootup process for a computer
- Understand and be able to use file systems
- Understand the difference and the mechanics of file systems
- Understand the difference between a physical and a virtual machine and how they're used.
- Class 3. Networking. Students will be able to:
- Identify each component in a network
- Understand the process by which data is transferred via a network (packets)
- Be able to set up and configure a wifi network
- Understand how the Internet works as a series of interconnected nodes
- Understand and parse an IP address
- Count in binary and hex
- Class 4. Software. Students will be able to:
- Install, update and remove software from Windows and Linux
- Understand software in relation to the OS and hardware
- Choose between different software packages to accomplish a task
- Class 5. Troubleshooting. Students will be able to:
- Isolate the source of common troubles with computers (hardware vs. software)
- Be able to remedy common simple computer troubles
- Work with a ticketing system
- Interview successfully for an IT support position
- Customize a Windows and MacOS user environment
Each class is project based - your chance to build your own Digital Profile!
- Introduction or review of prior class topics / homework-related or general questions
- Hands-on lab demonstration
- Homework assignment
- Wrap up and Q & A
- Short breaks will be taken throughout the session as determined by the mentor to allow for healthy stretching, refreshment, or to engage in a simple conversation with classmates.
This course is great for your first job in tech. There is no background knowledge necessary!
John Sturman has been working in and around software for more than 30 years as a technical writer, instructor, and project manager. He is a ScrumAlliance Certified Scrum Master as well as trained to facilitate groups with Liberating Structures, and has used his knowledge to train his students in a variety of courses.
Jack possesses over 20 years of proven leadership in the information technology (IT) sector, covering roles in Integration Engineering, product management, and development of Windows tools and automation in financial services.
Jack has been a Delivery Manager for enterprise-wide financial services; he is successful managing customer and vendor relationships, leading extremely productive and motivated people and projects.