Explore

Technical Support Fundamentals

Approx. 25 hours to complete

Save Course

Go to Course

Description

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

Outline

Introduction to IT
Program Introduction
What is IT?
What does an IT Support Specialist do?
Course Introduction
From Abacus to Analytical Engine
The Path to Modern Computers
Kevin Career
Computer Language
Character Encoding
Binary
How to Count in Binary
Abstraction
Computer Architecture Overview
Kevin Advice
Navigating Coursera
Program Surveys
How to Use Discussion Forums
Get to Know Your Classmates
Supplemental Reading on Logic Gates
About Graded Plugins
Binary
Computer Architecture
How to Count in Binary

Hardware
Module Introduction
Introduction to Computer Hardware
Programs and Hardware
Joe Diversity
CPU
RAM
Motherboards
Storage
Power Supplies
Mobile Devices
Batteries and Charging Systems
Peripherals
BIOS
Ben's Advice
Putting it All Together
Mobile Device Repair
One program, many futures
Supplemental Reading for CPUs
Supplemental Reading for CPU architecture
Supplemental Reading for Data Storage
Supplemental Readings for Batteries and Charging Systems
Supplemental Reading for USB Peripherals
Supplemental Reading for Projectors
About Graded Plugins
The Modern Computer
Components
Starting It Up
Assemble a Computer

Operating System
Module Introduction
Remote Connection and SSH
Remote Connections on Windows
Components of an Operating System
Files and File Systems
Process Management
Memory Management
I/O Management
Interacting with the OS: User Space
Logs
The Boot Process
Mobile Operating Systems
Cindy Drive & Career Path
Choosing an Operating System
Virtual Machines
Installing Windows
Installing Linux
What is Chrome OS?
Installing Mac OS X
Tri Ngo Obstacles & How to be successful in IT
Introduction to Qwiklabs
Supplemental reading for Remote Connections in Windows
Supplemental Reading for Chrome OS
Supplemental Reading for ReFS File System
Supplemental Reading for Choosing an OS
Supplemental Reading for Ubuntu
Instructions for Accessing Linux and Windows Qwiklabs
What is an Operating System?
Installing an Operating System
Accessing Qwiklabs

Networking
Module Introduction
Basics of Networking
Networking Hardware
Language of the Internet
The Web
Victor First Job
History of the Internet
Limitations of the Internet
Changing Careers
Impact
Internet of Things
Gian What he does in Android Security
Privacy and Security
Heather Adkins Keeping Hackers Out
Learner Story: Melinda
Supplemental Reading for Internet of Things
Limitations of the Internet
Networking

Software
Module Introduction
What is Software?
Types of Software
Revisiting Abstraction
Recipe for Computing
Phelan Navy
Managing Software
Installing, Updating, and Removing Software on Windows
Installing, Updating, and Removing Software on Linux
Software Automation
Supplemental Reading for Software Versioning
Introduction to Software
Interacting with Software

Troubleshooting
Module Introduction
Ask Questions!
Isolating the Problem
Follow the Cookie Crumbs
Start with the Quickest Step First
Troubleshooting Pitfalls to Avoid
Amir Attributes
Intro to Soft Skills
Anatomy of an Interaction
How to Deal with Difficult Situations
Ticketing Systems and Documenting Your Work
Process Documentation
Documenting in Ticketing Systems
Your Opportunity for Success
Standing Out from the Crowd
Getting Ready for the Interview
What to Expect During the Technical Interview
Showing Your Best Self During the Interview
Interview Role Play: Customer Service
Course Wrap Up
Sabrina No Degree
Congratulations!
Crafting Your Resume
Creating Your Elevator Pitch
Troubleshooting Best Practices
Ungraded Plugin: Customer Service
Customer Service
Writing Effective Documentation

Summary of User Reviews

Read reviews for Technical Support Fundamentals course on Coursera. Users have praised the course for its comprehensive content and practical approach. Overall, the course has received positive reviews.

Key Aspect Users Liked About This Course

The course provides practical knowledge and skills that are useful in the real world.

Pros from User Reviews

Comprehensive content that covers a wide range of technical support topics
Practical assignments and exercises that help learners apply what they have learned
Engaging instructors who make the course material easy to understand
Flexible schedule that allows learners to complete the course at their own pace

Cons from User Reviews

Some learners found the course to be too basic and not challenging enough
Occasional technical issues with the Coursera platform
Limited opportunities for interaction and collaboration with other learners
Lack of personalized feedback on assignments
Some learners felt that the course was too focused on customer service and not enough on technical skills

Recommended for you

Algorithmic Trading & Time Series Analysis in Python and R

Technical Analysis (SMA and RSI), Time Series Analysis (ARIMA and GRACH), Machine Learning and Mean-Reversion Strategies This course is about the fundamental basics of algorithmic trading....

Save Course

Stock Options Strategy: The CROC trade (low risk, pro level)

MYOPTIONSEDGE: A consistent and amazing strategy for monthly income VXX using options, protected from Vol explosions! com. *************************** You should enroll in this course if you:...

Save Course

Complete Web & Mobile Designer in 2021: UI/UX, Figma, +more

Become a Designer in 2021! Master Mobile and Web Design, User Interface + User Experience (UI/UX Design), HTML, and CSS  The topics covered in the course are....

Save Course

Microsoft Azure Management Tools and Security Solutions

Microsoft Azure offers a wide range of services to deploy your applications. Some modules cover software development processes and services. AI Services & Solutions...

Save Course