Learn to support technology operations by resolving issues with hardware, software, and virtual or cloud systems.
In this hands-on course, you will deploy and troubleshoot Windows and Linux operating systems in various virtual and cloud environments. Key skills such as customer service, knowledge and process documentation, system shell proficiency, performance monitoring, system process management, issue handling, backup/imaging/recovery tools, and software application installation, maintenance, and removal will be practiced.
The course focuses on practical systems support and troubleshooting. Students will utilize issue tracking systems and the ITIL service management framework to communicate, resolve, and document issues and incidents. Students will also study how endpoints interact with the greater IT infrastructure, exploring concepts such as network protocols, Wi-Fi, and server-based user identity support.
This course includes a career coaching curriculum to get you ready for your job search. The course totals 160 hours, including lectures, lab, coworking, and collaborative projects.
At the end of this course, you will be able to land an entry-level IT Support Technician position with skills to:
- Deliver outstanding customer service
- Assess user needs and recommend solutions
- Resolve technical issues in various virtual and cloud environments
- Contribute to and using a shared knowledge repository
- Respond to, log, track, and resolve support cases in an issue tracking system
- Apply a standardized troubleshooting methodology
- Utilize imaging, backup and recovery tools
- Deploy and supporting Windows 10 and Ubuntu Linux operating systems
- Use Microsoft 365 and Exchange
- Install, update, and remove software applications
- Study and apply ITIL best practices to service delivery
- Monitor and tune endpoint performance
- Perform IT asset management in a systematic fashion
- Incorporate infrastructure connectivity concepts such as network protocols, Wi-Fi, Voice-over-IP (VoIP) telephony
- Troubleshoot endpoint network connectivity issues
- Be prepared for a Ops 301: Networking and Sysadmin course
- Ops 101: Explore Cybersecurity: If you are new to the cybersecurity field and want to get a sample of the cyber experience, complete Ops 101 to build your own virtual private cloud on AWS and find out if a career in cybersecurity is right for you.
- Ops 102: Intro to Computer Operations: If you’re new to configuring computers, complete Ops 102 to get an introduction to how computers work! Practice installing software and load up your own virtual machine in AWS cloud.
- Students with previous experience can test out of this requirement in their application. If you'd like to test straight into this course, please make sure you have experience with all of the topics listed on the Ops 102 course pages.