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Technical Support Fundamentals

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Overview

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Gain essential skills in Information Technology, including computer hardware, the Internet, software, troubleshooting, and customer service. This foundational course introduces you to the multifaceted world of IT, providing a broad overview of topics within this field. This is the first course in the IT Support Specialist Certificate, a series designed to prepare you for an entry-level IT Support Specialist role.

Syllabus

  • Introduction to IT
    • Program Introduction
    • What is IT?
    • What does an IT Support Specialist do?
    • Course Introduction
    • Get started with your Google IT Support Certificate
    • From Abacus to Analytical Engine
    • The Path to Modern Computers
    • Pioneers in Computing and IT
    • Kevin: Their career path
    • Computer Language
    • Character Encoding
    • Binary
    • Supplemental Reading on Logic Gates
    • How to Count in Binary
    • Binary Conversion
    • Practice Quiz: Binary
    • Abstraction
    • Computer Architecture Overview
    • Kevin: Advice for the world of IT
    • Practice Quiz: Computer Architecture
    • Glossary terms from course 1, module 1
    • Practice Quiz: How to Count in Binary
    • Graded Quiz: Module 1 challenge: Introduction to IT and Computing
  • Hardware
    • Module Introduction
    • Introduction to Computer Hardware
    • Programs, the CPU, and Memory
    • Supplemental Reading for CPUs
    • Joe: Diversity in IT
    • Practice Quiz: The Modern Computer
    • CPU
    • Supplemental Reading for CPU architecture
    • RAM
    • Motherboards
    • Physical Storage: Hard Drives
    • Supplemental Reading for Data Storage
    • Power Supplies
    • Power Supplies
    • Mobile Devices
    • Batteries and Charging Systems
    • Learn About Batteries and Charging Systems
    • Peripherals and Ports
    • Supplemental Reading on Connector Types
    • Supplemental Reading for Projectors
    • Practice Quiz: Components
    • BIOS
    • Ben: Skills of IT professionals
    • Putting it All Together: Installing The Processor
    • Putting it All Together: Adding the RAM And The Drive
    • Putting it All Together: Adding Graphics and Other Peripherals
    • Mobile Device Repair
    • Mobile Display Types
    • Practice Quiz: Starting It Up
    • One program, many futures
    • Glossary terms from course 1, module 2
    • Practice Quiz: Assemble a Computer
    • Graded Quiz: Module 2 challenge: Computer Components and Hardware
  • Operating System
    • Module introduction
    • Components of an Operating System
    • Learn About Chrome OS
    • Files and File Systems
    • Process Management
    • Memory Management and Virtual Memory
    • I/O Management
    • Interacting with the OS: User Space
    • Logs
    • The Boot Process
    • Boot Methods Best Practices
    • Mobile Operating Systems
    • Cindy: Drive and career path
    • Practice Quiz: What is an Operating System?
    • Choosing an Operating System
    • Supplemental Reading for Choosing an OS
    • Virtual Machines
    • Installing Windows 10
    • Windows 10 & 11 Feature Matrix
    • Installing Linux
    • Supplemental Reading for Ubuntu
    • What is Chrome OS?
    • Mac OS
    • Tri Ngo: How to overcome obstacles and become successful in IT
    • Practice Quiz: Installing an Operating System
    • Glossary terms from course 1, module 3
    • Introduction to Qwiklabs
    • Qwiklabs guidelines and troubleshooting steps
    • Creating a Folder with Windows
    • Exemplar: Creating a folder with Windows
    • Creating a Folder with Linux
    • Exemplar: Creating a folder with Linux
    • Graded Quiz: Module 3 challenge: Installing and Using Operating Systems
  • Networking
    • Module Introduction
    • Basics of Networking
    • Networking Hardware
    • TCP/IP
    • The Web
    • Victor: First job experiences
    • History of the Internet
    • Limitations of the Internet
    • Changing Careers
    • Practice Quiz: Limitations of the Internet
    • Impact
    • Internet of Things
    • Learn About the Internet of Things
    • Gian: What he does in Android Security
    • Privacy and Security
    • Heather Adkins: keeping hackers out
    • Glossary terms from course 1, module 4
    • Learner Story: Melinda
    • Graded Quiz: Module 4 challenge: Networking
  • Software
    • Module Introduction
    • How software is built: Coding, scripting, and programming
    • Common Scripting Solutions
    • Types of Software
    • Learn About Software Versioning
    • Revisiting Abstraction
    • Recipe for Computing
    • Phelan: Learning IT in the Navy
    • Practice Quiz: Introduction to Software
    • Managing Software
    • Installing, Updating, and Removing Software on Windows
    • Installing, Updating, and Removing Software on Linux
    • Software Automation
    • Glossary terms from course 1, module 5
    • Practice Quiz: Interacting with Software
    • Installing, Updating, and Removing Software in Windows
    • Exemplar: Installing, updating, and removing software in Windows
    • Installing, Updating and Removing Software in Linux
    • Exemplar: Installing, updating, and removing software in Linux
    • Graded Quiz: Module 5 challenge: Interacting with Software
  • Troubleshooting
    • Module Introduction
    • Ask Questions!
    • Isolating the Problem
    • Follow the Cookie Crumbs
    • Start with the Quickest Step First
    • Troubleshooting Pitfalls to Avoid
    • Amir: Attributes in an IT support space
    • Intro to Soft Skills
    • Anatomy of an Interaction
    • How to Deal with Difficult Situations Part I
    • How to Deal with Difficult Situations Part II
    • Practice Quiz: Customer Service
    • Ticketing Systems and Documenting Your Work
    • Process Documentation
    • Documenting in Ticketing Systems
    • Your Opportunity for Success
    • Standing Out from the Crowd
    • Crafting Your Resume
    • Getting Ready for the Interview
    • Creating Your Elevator Pitch
    • What to Expect During the Technical Interview
    • Showing Your Best Self During the Interview
    • Interview Role Play: Customer Service
    • Graded Quiz: Module 6 challenge: Troubleshooting Best Practices
    • Course Wrap Up
    • Sabrina: Technology can open doors
    • Glossary terms from course 1, module 6
    • Course 1 Glossary
    • Congratulations!
    • Course 1 resources and citations

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