1. Computer Hardware Fundamentals: Students gain a solid understanding of computer hardware components, including CPUs, memory, storage devices, motherboards, and peripherals. They learn how to assemble and disassemble computer systems, troubleshoot hardware issues, and perform basic hardware upgrades and repairs.
2. Operating Systems: This module focuses on different operating systems such as Windows, macOS, or Linux. Students learn about the installation, configuration, and management of operating systems, as well as file systems, user accounts, and system updates. They gain practical skills in troubleshooting common operating system errors and resolving software compatibility issues.
3. Networking Basics: Students are introduced to fundamental networking concepts, including network protocols, IP addressing, subnetting, and network troubleshooting. They learn about LAN and WAN technologies, network topologies, and common network devices such as routers and switches. They also gain practical experience in configuring and troubleshooting basic network connectivity.
4. Software Applications: This module covers commonly used software applications in business environments, such as productivity suites (e.g., Microsoft Office), email clients, web browsers, and collaboration tools. Students learn how to install, configure, and troubleshoot these applications, as well as assist users with common software-related problems.
5. Customer Service and Communication Skills: Effective communication and customer service skills are crucial for IT support technicians. This module focuses on developing strong communication skills, both verbal and written, and understanding customer service principles. Students learn how to effectively communicate with end-users, manage customer expectations, and handle challenging situations.
6. Troubleshooting and Problem-Solving: Students develop practical skills in troubleshooting hardware, software, and network issues. They learn systematic troubleshooting techniques, diagnostic tools, and problem-solving methodologies. They also gain experience in identifying the root cause of problems and implementing appropriate solutions.
7. Remote Support and Help Desk Operations: This module covers the fundamentals of remote support and help desk operations. Students learn how to provide technical assistance remotely, using tools such as remote desktop software and virtual private networks (VPNs). They also explore help desk management principles, ticketing systems, and incident escalation procedures.
8. IT Security and Data Protection: Students are introduced to basic IT security concepts and practices. They learn about common security threats, best practices for data protection, password management, and user access control. They also explore privacy regulations and ethical considerations related to handling sensitive data.
9. IT Documentation and Record-Keeping: This module focuses on the importance of documentation and record-keeping in IT support. Students learn how to create and maintain technical documentation, including system configurations, troubleshooting guides, and user manuals. They also gain an understanding of change management processes and version control.
10. Professional Development and Industry Certifications: Some IT Support Technician certificate programs include modules or guidance on professional development and industry certifications. Students may have the opportunity to prepare for and earn certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or other relevant certifications that validate their technical skills and enhance their job prospects.