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


Who Is This Course For? 

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.

What Will You Learn? 
Week 1: Introduction to IT. 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" 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
Week 2: Hardware. 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!
Week 3: Operating System. 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" of an operating system and show you how to install Windows, Linux and Mac OSX operating systems from scratch. By the end of this module, you'll use the Qwiklabs environment to interact directly with the Windows and Linux operating systems.
Week 4: Networking. 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" 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.
Week 5: Software. 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.
Week 6: Troubleshooting. 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.

Brandon Weygant

Brandon Weygant is a web developer & software engineer by trade, but really a person of many interests. In addition to dabbling in new tech whenever possible, he has also co-written & produced an independent comic, started a podcast (including all the audio set up & editing), and has a history in political activism. With a passion for all things tech, a history of taking on leadership roles wherever he goes, and a deep seeded passion for growth (both for himself and others) Brandon uses his desire to learn as fuel to help those around him grow as well.

6 weeks
IT support Professional Certificate

Course Schedule:

This course is not currently scheduled. Please sign up if you want to get this course soon.