The Information Technology Level 1 Help Desk is a course bundle comprised of CompTIA A+ and Customer Service Representative (CSR) Exam Prep to give students the necessary skills and certifications to be able to be able to achieve success at an entry level IT Help Desk job. This course prepares the student to take the CompTIA A+ and HDI Customer Service Representative certification exams.
This course includes FREE access for 12 months to a cloud based lab platform to assist students develop the practical information technology (IT) skills necessary to succeed in high in demand IT jobs. This cloud based lab solution uses real equipment that enables our students to execute each practical task in a safe environment that is accessible from anywhere without needing to buy their own hardware or risk damage to their own system.
Along with providing the necessary hardware in a virtual environment, students gain access to high quality practical exercises that cover many of the exam topics they will encounter on their certifying exams.
This course prepares a student to take the CompTIA A+ 220-1101 and CompTIA A+ 220-1102 and HDI Customer Service Representative (HDI-CSR) certification exams.
CompTIA A+ 220-1101 Curriculum:
Lesson 1: Installing Motherboards and Connectors
One of the main roles for a CompTIA A+ technician is to install and configure personal computer (PC) hardware. This hands-on part of the job is what draws many people to a career in information technology (IT) support. As an IT professional, you will set up desktop computers and help end users to select a system configuration and peripheral devices that are appropriate to their work. You will often have to connect peripheral devices using the correct cables and connectors and install plug-in adapter cards.
To complete these tasks, you must understand how the peripheral devices and internal PC components are connected via the motherboard. As you may encounter many different environments in your work, you must also be able to distinguish and support both modern and legacy connection interfaces.
Lesson 2: Installing System Devices
The market for the system components of a personal computer is a complex one. Processors, memory modules, disk drives, and power supplies are advertised with a bewildering range of technology improvements and performance differentiators. As a CompTIA A+ technician, you need to interpret these performance characteristics and understand how processing, storage, and power components contribute to a PC specification that is appropriate for a given usage scenario. You must be able to resolve compatibility issues and be confident about the manual installation and removal procedures for these often expensive and delicate devices.
Lesson 3: Troubleshooting PC Hardware
Troubleshooting is a core competency for the role of CompTIA A+ service technician. Whether it is trying to identify a fault in a new build system or assisting a user with a computer that has just stopped working, you will typically be required to demonstrate your troubleshooting skills on each and every day of your job. To become an effective troubleshooter, you need a wide range of knowledge, the ability to pay attention to details, and the readiness to be open and flexible in your approach to diagnosing issues. It is also important to learn and apply best practices and a structured methodology to give yourself the best chance of success when diagnosing complex troubleshooting scenarios.
Lesson 4: Comparing Local Networking Hardware
Network support is a great competency for IT technicians at all levels to possess. In today’s environment, standalone computing is a rarity. Just about every digital device on the planet today is connected to external resources via a network, whether it is a small office/home office (SOHO) network, a corporate WAN, or to the Internet directly. The ability to connect, share, and communicate using a network is crucial for running a business and staying connected to everything in the world. As a CompTIA® A+® support technician, if you understand the technologies that underlie both local and global network communications, you can play an important role in ensuring that the organization you support stays connected.
Lesson 5: Configuring Network Addressing and Internet Connections
Network cabling, wireless radios, and devices such as switches and APs are used to implement local networks at the hardware level. A local-only network has limited uses, however. The full functionality of networking is only realized when local networks join wide area networks, such as the Internet. This requires modem devices and radio antennas that can communicate over the cabling and wireless media types used by Internet service providers (ISPs). It also requires technologies that can identify each network and forward data between them. This network addressing and forwarding function is performed by router devices and the Internet Protocol (IP).
Lesson 6: Supporting Network Services
IP, TCP/UDP, DHCP, and DNS establish the basic addressing and forwarding functions necessary to implement network connectivity. Network applications use these underlying network and transport functions to run user-level services, such as web browsing or file sharing. In this topic, you will learn to summarize the server roles that are used to implement network applications.
Lesson 7: Summarizing Virtualization and Cloud Concepts
Virtualization is also the technology underpinning cloud computing. Cloud is one of the most dominant trends in networking and service provision. Many organizations are outsourcing parts of their IT infrastructure, platforms, storage, or services to cloud solutions providers. Virtualization is at the core of cloud service provider networks. If you can compare and contrast the delivery and service models for cloud, your customers will benefit from your advice and support when deploying cloud resources.
Lesson 8: Supporting Mobile Devices
This lesson focuses on mobile devices and how they differ from desktop systems in terms of features, upgrade/repair procedures, and troubleshooting. As a certified CompTIA® A+® technician, you will be expected to configure, maintain, and troubleshoot laptops, smartphones, and tablets. With the proper information and the right skills, you will be ready to support these devices as efficiently as you support their desktop counterparts.
Lesson 9: Supporting Print Devices
Despite predictions that computers would bring about a paperless office environment, the need to transfer digital information to paper or back again remains strong. As a CompTIA® A+® certified professional, you will often be called upon to set up, configure, and troubleshoot print and scan devices. Having a working knowledge of the many printer technologies and components will help you to support users’ needs in any technical environment.
CompTIA A+ 220-1102 Curriculum:
Lesson 1: Configuring Windows
The operating system (OS) is the software that provides a user interface to the computer hardware and provides an environment in which to run software applications and create computer networks. As a professional IT support representative or PC service technician, your job will include installing, configuring, maintaining, and troubleshooting personal computer (PC) operating systems.
Lesson 2: Managing Windows
Settings and Control Panel are focused on managing configuration settings for a single computer. In an enterprise environment, configuration and monitoring of hundreds or thousands of desktops require more advanced tools. For example, very commonly, configuration can be achieved more quickly and reliably using command-line tools. In this lesson, you will learn about the appropriate use of advanced interfaces and tools to manage Windows 10 and Windows 11 systems.
Lesson 3: Identifying OS Types and Features
While the early lessons in this course have focused on Windows 10, there is a much wider range of operating systems available. Even with Windows, there are various editions to target different market sectors. There are also operating systems designed to support specific hardware types, such as mobile devices. Being able to compare and contrast OS types, versions, and editions will prepare you to support users in a variety of different environments.
Lesson 4: Supporting Windows
To support an OS, you must be able to plan the deployment of software, train and assist users, and troubleshoot problems. As well as technical challenges, there are operational and business factors to consider when installing operating systems and third-party software. Troubleshooting requires knowledge of common symptoms and probable causes in addition to being able to use tools to recover a system or data files.
Lesson 5: Managing Windows Networking
Once you have the computer network up and running, you can start to configure it to provide useful services. File and print sharing are key uses of almost every network. When configuring these resources, you must be aware of potential security issues and understand how to set permissions correctly to ensure that data is only accessible to those users who really should have been authorized to see it.
Lesson 6: Managing Linux and macOS
The various operating systems you might encounter use different interfaces and command syntax, but the functionality of those tools is common across all types of systems. You will need to configure disks and file systems, user accounts, network settings, and software applications.
Lesson 7: Configuring SOHO Network Security
By identifying security threats and vulnerabilities, as well as some of the controls that can counteract them, you can help keep your organization’s computing resources safe from unauthorized access. In this lesson, you will identify security threats and vulnerabilities, plus some of the logical and physical controls used to mitigate them on SOHO networks.
Lesson 8: Managing Security Settings
Firewalls provide a security border around a network, but this secure border is not sufficient to protect against insider threat, advanced malware, or sophisticated threat-actor tactics and techniques. Most organizations deploy defense in depth controls to ensure that each endpoint—computer, laptop, smartphone, or tablet—is deployed in a hardened configuration in terms of both the OS and the web browser software.
Lesson 9: Supporting Mobile Software
Mobile devices have largely replaced computers as contact-manager and web-browsing tools, and there is little choice but for an enterprise network to support their use. The huge variety of device types and mobile OS types and versions makes managing their use a complex task, however.
Lesson 10: Using Support and Scripting Tools
As a CompTIA A+ technician, you will usually perform support tasks within the context of a company’s operational procedures. These procedures include ways of using remote access to handle problems more efficiently, coping with disasters so that data loss and system downtime is minimized, identifying regulated data and content, planning for security incident response, and potentially using scripting to ensure standardized configuration changes.
Lesson 11: Implementing Operational Procedures
Companies also need ticketing systems, asset documentation, and change-management procedures to enforce configuration management. They need safe working practices and to ensure the physical environment does not present any health hazards or risks to electronic devices. Additionally, they need to ensure that technicians and agents represent the company professionally in all customer contact and support situations.
Customer Service Representative (CSR) Exam Prep Curriculum:
Lesson 1: The World of Customer Service
In this lesson, you will define customer service, identify the factors that have impacted the growth of the service sector, and recognize the changes in consumer behavior that are impacting the profession. You will also learn the six major components of a customer-focused environment.
Lesson 2: Contributing to the Service Culture
In this lesson, you will learn the elements of a successful service culture, define a service strategy, and recognize customer-friendly systems. You will also learn how to implement strategies for promoting a positive service culture, and identify what customers want.
Lesson 3: Verbal Communication Skills
In this lesson, you will learn the importance of effective communication in customer service and how to recognize the elements of effective two-way interpersonal communication. You will also learn how to project a professional customer service image through positive communication, avoid negative language, and identify the key differences between assertive and aggressive behavior.
Lesson 4: Nonverbal Communication Skills
Lesson 4 covers nonverbal communication, what nonverbal cues are, and how to use them effectively in communication strategies. You will learn the things that can affect communication, such as gender or cultural considerations. By the end of the lesson you will know how to use customer-focused behavior to demonstrate your care for your customers.
Lesson 5: Listening to the Customer
This lesson will help you develop your listening skills beginning with some time spent on why listening is important, and the four steps of the listening process. You’ll learn how to use information-gathering techniques to best serve your customers and gain meaningful responses to help you assist them. By the end you will have many strategies to improve your listening skills.
Lesson 6: Customer Service and Behavior
This lesson introduces you to behavior styles and why they are important to your role. You will learn the four behavior styles and how they relate to the customer service experience. You’ll gain an understanding of how to use knowledge of behavioral styles to help manage your perception of others and build productive relationships.
Lesson 7: Service Breakdowns and Recovery
Service breakdowns are a part of the customer service experience. This lesson will help you understand how to work with internal and external customers and prevent customer dissatisfaction. You’ll gain tools like the six steps of problem-solving model and service recovery planning that will help you take control of any situation.
Lesson 8: Customer Service in a Diverse World
This lesson will help you become familiar with how diversity plays into your role in customer service. You’ll learn what are some characteristics that make a person unique, and how to meet individuals’ needs. You will also gain insight on how you can work effectively with a wide range of people, both internal and external customers.
Lesson 9: Customer Service via Technology
This lesson will introduce customer service through technology and it’s unique challenges and opportunities. You’ll discover how to use technology to enhance the customer service experience and how to stay ahead of the ever-evolving world of web-based and mobile technologies. An emphasis will placed on effective communication through email, the Internet, and phone.
Lesson 10: Encouraging Customer Loyalty
This lesson will cover the role of the customer service representative in developing brand loyalty for your organization. You will gain valuable insight into how to build and maintain trust with your customers and effectively manage the customer relationship with the organization. Finally you will learn various strategies to enhance customer satisfaction and deliver quality service.
Lesson 11: Managing Your Time
This lesson will give you a greater understanding of the components that make up effective time management strategies. You will see how to effectively prioritize tasks and how to use judgement and relativity to discern which tasks to complete and when. Finally you’ll learn how your personal circadian rhythm can play in your daily energy levels and how to leverage that effectively in your work.
Lesson 12: Managing Your Stress
This lesson will address the issue of stress and techniques to manage it successfully. Time will be spent reviewing the leading causes of stress in the customer service environment. You’ll learn how to identify personal stressors, and the signs of a potentially situation. This will help you to prepare for and avoid stressful and develop techniques for reducing stress.
Lesson 13: Customer Service through Written Means
This lesson covers the importance of written messages in customer service. You’ll learn how to create professionally written documents, including applying a three-step approach to ensure their effectiveness. You will gain understanding of how to write in a way that enhances customer service by setting the right tone to deliver bad news and say no in a positive way.
All necessary materials are included.
This course prepares a student to take the CompTIA A+ 220-1101 and CompTIA A+ 220-1102 and HDI Customer Service Representative (HDI-CSR) certification exams.