Apple Support Essentials for the IT Help Desk

Fast-track your Apple platform support skills!


What you'll learn
- Master iOS and macOS user interfaces to guide end-users through navigation, customization, and system tools for accurate troubleshooting and resolution.
- Deliver effective remote support using Apple-native tools and third-party platforms, enabling quick assistance for users wherever they are.
- Identify and support iOS and Mac hardware by understanding device specifications and troubleshooting tools, ensuring faster issue resolution.
- Diagnose system issues using built-in tools like Sysdiagnose, Console, and Activity Monitor, empowering you to find and fix problems at their root.
- Perform critical recovery operations, including force restarts, recovery mode, and Apple Configurator restores, enabling device recovery without escalation.
- Troubleshoot common networking issues across iOS and macOS, keeping users connected and minimizing downtime caused by Wi-Fi or cellular disruptions.
- Manage and secure Apple settings, including passcodes, privacy controls, and software updates, ensuring user safety, compliance, and optimal performance.
- Support managed Apple Accounts and AppleCare, ensuring users can access their services, benefits, and support entitlements without unnecessary delays.

Requirements
- Access to a Mac and an iPhone or iPad capable of running iOS and macOS 26.
- Basic understanding of common computing terms (RAM, Wi-Fi, etc)

Description
Now featuring iOS 26, iPadOS 26, and macOS 26 Tahoe.

Apple Support Essentials for the IT Help Deskis a hands-on course designed specifically for IT support professionals who are experienced with Windows or Android environments but need to build confidence supporting Apple devices. Whether your organization is rolling out Macs, iPads, or iPhones (or you're just seeing more Apple devices in your ticket queue) this course will help you get up to speed fast.

You’ll learn the fundamentals of supporting iOS and macOS platforms, including how to navigate system settings, troubleshoot hardware and software issues, manage user accounts, and perform critical recovery tasks. We’ll cover the practical, real-world skills help desk staff need - like resetting devices, managing software updates, supporting Apple services, and identifying managed devices through MDM. You'll also explore remote support tools and techniques so you can provide assistance even when you’re not physically at the user's desk.

This course is designed around real-world troubleshooting and support scenarios, which will become common place for techs who are just beginning to support Apple devices. You'll gain a working understanding of Apple hardware, operating systems, security features, and troubleshooting tools, empowering you to close Apple-related tickets faster and with greater confidence.

By the end of the course, you'll have a solid foundation for providing first- and second-level support for Apple devices in business, education, or hybrid environments. Whether you're supporting a handful of Mac users or preparing for a broader Apple deployment, this course will help you become a more versatile and valuable member of your IT support team.

Who this course is for:
- IT support staff who primarily work in Windows environments but are now expected to support Apple devices.
- Technicians in enterprise, education, or healthcare settings where Apple devices are in use.
- System admins, support leads, or project team members preparing for an Apple deployment or bring-your-own-device (BYOD) initiative.
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