It Support/Helpdesk Fundamentals - Essential Tech To Know!

Mastering the Core Principles: A Comprehensive Guide to IT Support and HelpDesk Fundamentals

What you'll learn

Master IT support levels for effective troubleshooting

Understand the significance of helpdesk operations

Gain proficiency in computer hardware and software basics

Explore server infrastructure essentials

Learn about cloud technologies and security measures

Develop cybersecurity skills for threat identification and response

Requirements

Possess a foundational understanding of computer usage, including familiarity with common software applications and operating systems

Basic understanding of IT concepts such as hardware components, networking principles, and software functionalities will provide a solid foundation for comprehending the course material

Passion to learn more about technology!

Description

Hi and welcome to this training course as we embark on a journey to IT Mastery, learning about IT Support and Help Desk Fundamentals.In today's technology-driven world, proficiency in IT support and HelpDesk operations is not just a valuable skill – it's essential. Whether you're starting your career or looking to enhance your existing skills, this course is designed to equip you with the knowledge and expertise needed to excel in the field.Throughout this comprehensive training program, you will delve into the core principles and practices of IT support, covering everything from basic computer hardware and software fundamentals to advanced topics such as server administration, networking, virtualization, and cybersecurity.Mastering IT Support LevelsGain a deep understanding of the different support levels – 1, 2, and 3 – and learn how to effectively navigate each level to provide optimal assistance to users.Navigating IT Helpdesk and Service DeskExplore the functions and responsibilities of IT helpdesk and service desk teams, and understand their crucial roles in maintaining efficient IT operations within organizations.Essential Computer FundamentalsFrom the outer components of PCs to the inner workings of laptops and desktops, discover the fundamental elements of computer hardware and software, including PC parts, operating system types, and application management.Server Infrastructure InsightsDive into the world of server infrastructure, exploring physical and virtual server environments, domain management with Active Directory, networking protocols, and the basics of datacenters.Embracing Cloud TechnologiesLearn about the benefits and challenges of cloud computing, including server virtualization, on-premises, cloud, and hybrid infrastructures, as well as cloud security measures.Fortifying Cybersecurity DefensesArm yourself with knowledge about cybersecurity threats, network security devices, malware protection, password security best practices, multi-factor authentication, and essential processes and policies to mitigate risks.Strategies for Disaster Recovery and Data ProtectionUnderstand the importance of backups, backup types, backup software, and disaster recovery plans to safeguard critical data and ensure business continuity.Enhancing Operational EfficiencyExplore the processes and policies integral to IT operations, including helpdesk ticketing systems, onboarding procedures, incident response protocols, security monitoring, and standard operating environment (SOE) development.Whether you're aiming to launch your career in IT support or seeking to advance within your current role, this course provides a comprehensive foundation to help you succeed in today's dynamic IT landscape. Join us on this journey to IT mastery and unlock your full potential in the world of technology.

Overview

Section 1: Introduction

Lecture 1 Intro to Course

Lecture 2 Different IT Support Levels (1, 2, 3)

Lecture 3 IT Helpdesk + Service Desk Overview

Section 2: Computers & Software

Lecture 4 Computers and Software Intro

Lecture 5 PC Parts - Outside

Lecture 6 PC Parts - Inside

Lecture 7 Operating System Types

Lecture 8 Windows vs Mac @ Work

Lecture 9 About the BIOS

Lecture 10 Installing Windows 10 from USB

Lecture 11 Basics of Windows

Lecture 12 Application Management

Lecture 13 Installing and Deleting Apps

Lecture 14 Approved App Lists

Lecture 15 Hardware Drivers

Lecture 16 Troubleshooting - OS, Software, Hardware

Lecture 17 Turning it OFF & ON again

Lecture 18 Computer Names and Naming Conventions

Section 3: Servers & Storage

Lecture 19 Servers and Storage Intro

Lecture 20 What is a Server

Lecture 21 Rack Server vs Desktop

Lecture 22 Physical vs Virtual Server (on Premise)

Lecture 23 Server vs Mainframe vs Supercomputer

Lecture 24 Top Server Functions

Lecture 25 What is a Domain and Active Directory (AD)

Lecture 26 AD Overview

Lecture 27 What is DHCP

Lecture 28 DNS Overview

Lecture 29 How DNS works on Windows Computers

Lecture 30 How To Name Your Servers

Lecture 31 Using Remote Desktop to login to a Server

Lecture 32 Joining Windows to the Domain

Lecture 33 Joining Mac to the Domain

Lecture 34 SAN vs NAS - What's the Difference

Lecture 35 Difference between Traditional RAID

Section 4: Network Management

Lecture 36 Intro to Datacenters and Networks

Lecture 37 What are Datacenters, Server & Comms Rooms

Lecture 38 What is inside a Datacenter

Lecture 39 What are Switches

Lecture 40 What is a Router

Lecture 41 What is a Firewall

Lecture 42 Networking Protocols and Standards

Lecture 43 IP addresses (DHCP vs Static) - Mac & PC

Lecture 44 Office Cabling - Computer to Switch

Lecture 45 Office / Desk Phones

Lecture 46 Printer & MFD Management

Section 5: Virtualization

Lecture 47 Virtualization Intro

Lecture 48 Server Virtualization

Lecture 49 Desktop vs Application vs Server Virtualization

Lecture 50 Last thoughts on Virtualization

Section 6: Cloud

Lecture 51 On-premises, Cloud, Hybrid

Lecture 52 Servers in the Cloud

Lecture 53 Cloud Security

Lecture 54 Staying Safe Online

Lecture 55 Secure Web Browsing

Lecture 56 Microsoft 365 + Final Thoughts on Cloud

Section 7: Backups & DR

Lecture 57 What do we mean by Backups

Lecture 58 Backup Software

Lecture 59 Backup Types (Incremental, Differential, Full)

Lecture 60 Backup Media

Lecture 61 The 3-2-1 Rule

Lecture 62 The Disaster Recover Plan

Section 8: Cybersecurity

Lecture 63 Cyber Intro

Lecture 64 Network Security Devices

Lecture 65 Threat and Attack Types

Lecture 66 Malware

Lecture 67 Phishing

Lecture 68 Social Engineering

Lecture 69 DDoS

Lecture 70 Password Security

Lecture 71 Don't Use These Passwords

Lecture 72 MFA (Multi-Factor Authentication)

Section 9: Processes & Policies

Lecture 73 Processes and Policies Intro

Lecture 74 Helpdesk ticketing system and triage

Lecture 75 Onboarding Process

Lecture 76 The Induction

Lecture 77 Incident Response

Lecture 78 Security Monitoring

Lecture 79 SOE Development

Lecture 80 Log Management

Section 10: What's next??

Lecture 81 What's next??

Individuals aspiring to pursue a career in IT support, helpdesk operations, or related fields,IT professionals seeking to enhance their skills and expand their knowledge in fundamental IT support and helpdesk principles,Students or professionals transitioning into roles that require IT support responsibilities, such as customer service representatives or technical support specialists.