IT Support Technician Professional Certification

Complete curriculum

What you will study

Each module combines guided learning with practical activities. Required modules must be completed before the final certification stage unlocks.

1Computer Essentials

Build the mental model every support technician needs before troubleshooting.

12 classes · Required

How Computers Work Operating Systems and Applications Files, Folders and Storage Users, Accounts and Permissions Safety, Backups and Data Protection The Troubleshooting Method Incident: Missing desktop file Incident: Application will not open Incident: Storage is almost full Incident: Wrong default application Incident: User cannot save a document Incident: Account is locked

2Hardware & Maintenance

Identify, maintain and safely replace workstation components and peripherals.

15 classes · Required

Motherboards, CPUs and Memory Storage Devices Power and Cooling Displays and Peripherals Printers and Consumables Preventative Maintenance Safe Component Replacement Incident: Computer will not power on Incident: Laptop overheats Incident: No display after startup Incident: Keyboard keys do not respond Incident: USB device is not detected Incident: Printer produces blank pages Incident: Disk makes unusual noises Incident: Memory upgrade causes restarts

3Windows Support

Support Windows startup, accounts, drivers, applications, storage and recovery.

16 classes · Required

Windows Desktop and Settings Users and Permissions Task Manager and Services Drivers and Device Manager Applications and Updates Storage and File Recovery Startup and Recovery Tools Incident: Windows starts very slowly Incident: Repeated blue-screen restart Incident: No sound after an update Incident: Application freezes at launch Incident: User profile will not load Incident: Windows update repeatedly fails Incident: External drive has no letter Incident: Search cannot find recent files Incident: Camera privacy access is blocked

4Linux Essentials

Use the existing Linux lab to navigate, manage files, permissions, processes and networks.

15 classes · Required

Linux and the Shell Navigation and File Management Users, Groups and Permissions Processes and Services Packages and Updates Logs and System Information Linux Networking Linux Lab: Guided Command Practice Incident: Permission denied on a file Incident: Service is not running Incident: Package installation fails Incident: Disk partition is full Incident: Command is not found Incident: User cannot use sudo Incident: Network interface is down

5Networking Essentials

Reason about addressing, connectivity, wireless access and common network services.

16 classes · Required

Network Models and Devices IPv4 Addressing DHCP and DNS Ethernet and Switching Wi-Fi and Security Internet Connectivity Network Troubleshooting Tools Incident: No internet on one computer Incident: Website names do not resolve Incident: Wi-Fi disconnects frequently Incident: Device receives an APIPA address Incident: Network cable shows no link Incident: Cannot reach the default gateway Incident: Duplicate IP warning appears Incident: Connected to the wrong wireless network Incident: Printer is unreachable over the network

6IT Support & Help Desk

Own tickets, communicate professionally, prioritize work and protect users.

14 classes · Required

The Support Conversation Ticket Lifecycle and Ownership Priority, Impact and Urgency Remote Support and Consent Documentation Standards Escalation and Handover Service Quality and Follow-up Incident: Password reset request Incident: Suspicious email reported Incident: Remote user cannot join a meeting Incident: New employee needs access Incident: VIP reports intermittent slowness Incident: Customer lost unsaved work Incident: Ticket lacks useful information

7Professional Capstone

Resolve multi-system incidents with incomplete information and professional handover.

7 classes · Required

Capstone Briefing Evidence and Risk Control Professional Incident Report Incident: Branch office cannot access cloud services Incident: New workstation has multiple failures Incident: Executive laptop fails before travel Incident: Small office printer and network outage

Assessment and scoring

How your final result is calculated

Your overall result combines the assessment components shown below. You must achieve at least 70% overall and satisfy every mandatory completion rule.

Required practical labs100%

Admissions journey

What happens after you apply

01Submit applicationTell us who you are and what you want to achieve.

02Admissions reviewWe review eligibility and confirm any payment requirement.

03Portal enrollmentYour approved application is linked to your student account.

04Start learningComplete the guided modules, labs and assessments.

Award requirements

How you earn the certificate

Complete every required module and class, and complete the required labs or practical scenarios. The system verifies the configured requirements and overall pass mark before issuing a downloadable credential.

Access: Enrollment starts after account matching and verified payment.