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.
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.
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
This course is great for your first job in tech. There is no background knowledge necessary!
And even if you do have any background in IT - this is one of the best fundamental courses in the industry.
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"
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!
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"
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"
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."
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.
Yulia Ovchinnikova
Bringing people together around technology, enabling startups.
I help businesses and talent to connect through creating engaging & collaborative opportunities.
#HudsonValleyCanCode #HVTechFest
John Sturman
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 Lobianco
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.
Course Schedule:
This course is not currently scheduled. Please sign up if you want to get this course soon.