General IT Support: Hardware, Systems, Networks, and Users

Learn the purpose of core PC components, safe handling practices, and how to identify compatible replacement parts. You’ll be able to install or replace common components and verify that a computer starts and operates correctly.

• Prepare a Safe Hardware Workbench

  Set up an ESD-safe work area using a screwdriver, an antistatic wrist strap, and a parts tray.

• Open a PC and Identify Its Core Components

  Locate the motherboard, processor, memory, storage drive, power supply, and cooling components in a desktop PC.

• Check Whether Replacement Parts Are Compatible

  Match a replacement memory module and storage drive to the slots and specifications supported by a PC.

• Install or Replace Desktop Memory

  Install a compatible memory module and confirm that the PC recognizes it at startup.

• Project: Upgrade a PC with a Compatible Storage Drive

  Install a compatible storage drive in a desktop PC and verify that the system detects it.

• Capstone: Replace a Component and Verify PC Operation

  Replace an assigned compatible component, reassemble the PC, and verify that it starts and recognizes the replacement.

Install and configure Windows, manage common settings and accounts, and use built-in tools to repair typical system problems. You’ll also build confidence navigating the Linux terminal and running basic commands.

• Prepare a Safe Virtual Lab for Windows and Linux

  Create a virtual machine in VirtualBox or Hyper-V for practicing operating system setup.

• Install Windows 11 in a Virtual Machine

  Install Windows 11 in the prepared virtual machine using guided setup.

• Configure Windows Settings and User Accounts

  Set up essential Windows preferences and create a standard user account.

• Use Windows Tools to Diagnose Common Problems

  Run built-in Windows tools to identify and address a common system problem.

• Project: Prepare a Windows Workstation for a User

  Deliver a configured Windows virtual workstation with a user account and a documented repair.

• Set Up a Linux Terminal Environment

  Launch a beginner-friendly Linux environment using a virtual machine or Windows Subsystem for Linux.

• Navigate Linux Folders and Manage Files in the Terminal

  Use basic terminal commands to navigate folders and create, copy, and move files.

• Capstone Project: Complete a Windows and Linux Support Scenario

  Complete a support scenario by applying a Windows troubleshooting tool and basic Linux terminal commands.

Explore how devices connect through routers, switches, Wi-Fi, and common network settings, then configure a small network. Use documented command-line tools such as ping, ipconfig, and tracert to investigate connectivity faults.

• Recognize the Parts of a Small Network

  Identify the roles of a router, switch, and Wi-Fi access point in a small network.

• Connect a Windows Device to a Network

  Connect a Windows device to a wired or Wi-Fi network and locate its connection status.

• Read Network Settings with ipconfig

  Use ipconfig to find a device’s IP address and default gateway.

• Test Connectivity with ping

  Use ping to check whether a Windows device can reach another device on the network.

• Project: Configure and Verify a Small Network

  Connect client devices through a router and verify their network settings and connectivity.

• Follow a Network Path with tracert

  Use tracert to display the network hops between a Windows device and a destination.

• Capstone: Diagnose a Small-Network Connectivity Fault

  Diagnose a connectivity fault by checking network settings and using ping and tracert.

Apply a repeatable troubleshooting process: gather symptoms, form and test hypotheses, make a safe change, and confirm the result. Record clear notes, actions, and outcomes in a support ticket.

• Separate User-Reported Symptoms from Assumptions

  Record a user's issue as observable symptoms, including what happened, when it started, and who is affected.

• Set Up a Practice Support Workspace

  Prepare a browser-based ticketing workspace and locate the built-in Windows tools used for basic troubleshooting.

• Form a Testable Troubleshooting Hypothesis

  Write one testable explanation that links the reported symptoms to a possible cause.

• Run Safe Checks and Record Evidence

  Use a basic Windows diagnostic check to gather evidence for or against a troubleshooting hypothesis.

• Project: Resolve and Document a Simple Support Issue

  Resolve a simulated common issue and document the symptoms, checks, safe change, and confirmed outcome in a support ticket.

• Capstone: Troubleshoot a Multi-Step User Scenario

  Complete a support ticket for a new scenario by following the troubleshooting process and documenting evidence, actions, and results.

Practice practical steps for securing user devices and accounts, including updates, access controls, and safer sign-in habits. Learn how to check backups and restore files when data is lost.

• Check Device Updates and Security Settings

  Apply available operating system and security updates using the device’s built-in settings.

• Protect an Account with Safer Sign-In

  Secure a practice account by setting a strong passphrase and enabling multifactor sign-in.

• Find and Check a Device Backup

  Locate a built-in or cloud backup and confirm that it contains a selected file.

• Project: Set Up a Secure Backup Routine

  Create a simple backup routine that protects a selected folder and records how often it will be checked.

• Capstone: Restore and Verify a Lost File

  Restore a selected file from the project backup and confirm that the recovered file opens correctly.

Develop clear, patient communication for remote support, including asking useful questions, explaining steps, and confirming a user’s needs are met. Bring together hardware, operating system, network, troubleshooting, and security skills to resolve and document realistic support requests.

• Communicate Clearly During Remote Support

  Practice explaining support steps in plain language and checking that the user is ready to continue.

• Ask Questions and Record the User’s Problem

  Collect the user’s symptoms, recent changes, and desired outcome in a structured support request.

• Set Up the Remote Support and Ticketing Workspace

  Configure an approved remote support tool and ticketing workspace using safe access and privacy settings.

• Guide a Safe, Step-by-Step Troubleshooting Session

  Guide a user through basic hardware, operating system, and network checks while confirming each result.

• Project: Resolve and Document a Single-Issue Support Ticket

  Resolve a realistic user issue and produce a ticket that records the symptoms, steps taken, outcome, and user confirmation.

• Handle Uncertainty, Security, and Escalation

  Identify when a remote support request requires a security check, additional information, or escalation to another support level.

• Capstone Project: Complete an End-to-End Remote Support Case

  Manage a realistic support request from first contact through troubleshooting, user confirmation, and complete ticket documentation.