Google IT Support

Google IT Support Professional Certificate: Course Overview

The Google IT Support Professional Certificate is a comprehensive program designed to equip learners with the foundational skills required to launch a career in IT support. This course covers essential IT concepts, troubleshooting, networking, security, system administration, and customer service. It is ideal for beginners who want to build their knowledge and confidence in IT support, and it provides hands-on experience with the tools and processes used in the field.

Key Learning Objectives

• Understand the role and responsibilities of an IT support professional.
• Gain proficiency in troubleshooting and diagnosing hardware and software issues.
• Learn networking fundamentals and how to manage and configure networks.
• Understand system administration tasks such as installing, configuring, and maintaining operating systems.
• Develop problem-solving skills and effective communication for providing customer support.

Course Outline

1. Introduction to IT Support
   • Overview of the IT support career and the different types of IT support roles.
   • Introduction to the skills and tools used by IT support professionals.
   • Overview of hardware, software, and networking fundamentals.
2. Computer Hardware and Operating Systems
   • Understanding the internal components of a computer (e.g., CPU, RAM, storage).
   • Installing, configuring, and troubleshooting operating systems (Windows, Mac, Linux).
   • Working with device drivers, file systems, and software installations.
3. Networking Fundamentals
   • Introduction to computer networks, IP addressing, and protocols.
   • Configuring routers, switches, and modems for small networks.
   • Basic network troubleshooting and resolving connectivity issues.
4. IT Security
   • Understanding the fundamentals of IT security, including encryption and firewalls.
   • Protecting devices and data from malware, viruses, and other security threats.
   • Implementing secure authentication methods and best practices for password management.
5. Troubleshooting and Problem Solving
   • Approaches and techniques for diagnosing and resolving technical issues.
   • Using remote desktop tools, command-line utilities, and other troubleshooting resources.
   • Documenting issues and solutions for future reference.
6. System Administration and Automation
   • Introduction to system administration tasks such as user management, software updates, and backups.
   • Automating repetitive tasks and troubleshooting with scripts.
   • Monitoring and maintaining systems for optimal performance.
7. Customer Service and Communication
   • Developing effective communication skills for working with end-users and customers.
   • Managing service tickets, prioritizing issues, and providing customer support.
   • Handling difficult situations and maintaining professionalism in stressful environments.
8. Capstone Project
   • Applying the skills learned to a real-world IT support scenario.
   • Troubleshooting and resolving IT issues, providing solutions, and presenting findings.
   • Creating documentation and providing clear explanations of technical problems and solutions.

Key Skills Acquired

• Knowledge of computer hardware, operating systems, and networking.
• Troubleshooting and diagnosing technical issues across a variety of platforms.
• Proficiency in system administration, security management, and automation.
• Strong customer service and communication skills for IT support roles.

Target Audience

This course is ideal for:

• Individuals interested in starting a career in IT support.
• Beginners looking to build foundational IT skills.
• Professionals seeking to transition into IT roles or improve their technical abilities.

By the end of this course, learners will have the knowledge and practical skills needed to provide IT support, troubleshoot technical problems, configure networks, and maintain computer systems, setting them up for success in an entry-level IT support role.

https://www.coursera.org/programs/mojatu-foundation-google-learning-program-qqssv/professional-certificates/google-it-support?