Cisco Certified Support Technician IT Support - 100-140

This comprehensive course is designed to equip you with the essential skills and knowledge needed to excel as a CCST IT Support professional. Whether you’re new to the field or looking to formalize your existing tech know-how, this course will guide you through every step—from understanding the value of certification to mastering the daily tasks of a help desk technician. You’ll learn how to leverage your current experience, manage ticket queues efficiently, and communicate effectively with customers. Dive into the best practices for documentation and discover why meticulous record-keeping is crucial for both individual and team success. With a focus on real-world scenarios and industry standards, you’ll gain hands-on skills in troubleshooting, time management, and using ticketing systems. By the end of the course, you’ll not only be prepared for certification but ready to make a tangible impact in any IT support role.

This course guides you through the essential steps of building a robust troubleshooting workflow, ensuring you’re prepared before, during, and after every customer interaction. You’ll master diagnostic procedures and learn how to document your process for seamless collaboration and customer satisfaction. Safety is paramount in IT, and our course dedicates a full lesson to personal safety considerations, equipping you to identify and mitigate risks such as fire, electrical shock, and electrostatic discharge (ESD). You’ll also discover responsible e-waste recycling practices, making you a conscientious and safety-minded IT professional. With a focus on real-world scenarios and best practices, this course empowers you to confidently resolve technical issues while prioritizing safety and sustainability.

This course provides an in-depth exploration of the ports, cables, and adapters you’ll encounter in real customer environments—from HDMI and USB to Ethernet and power cables. You’ll learn how to identify, select, and use the right cable types for any device, including how to adapt connections with converters and adapters. The course also dives into the inner workings of desktop computers, guiding you through the identification and installation of key components such as hard drives, RAM, graphics cards, and wireless adapters. You’ll gain practical experience using Device Manager to update and manage drivers, and develop a clear understanding of internal and external storage solutions. By mastering these foundational skills, you’ll be prepared to troubleshoot, upgrade, and maintain computer systems with confidence—making you a valuable asset in any IT support role.

This course empowers you to confidently resolve power, connectivity, and usability issues—ensuring devices function at their best in any environment. You’ll gain a solid understanding of compatibility requirements for CPUs, RAM, GPUs, and storage, and learn how to leverage Device Manager to identify and fix hardware problems, including updating or reinstalling drivers. The course also covers interpreting device status indicators, so you’ll know exactly what those colored lights mean and how to respond. Additionally, you’ll explore the benefits and risks of upgrading firmware and devices in production settings. Expand your expertise to include a wide range of peripherals, from printers and audio devices to input components and external video units. By mastering these essential troubleshooting and management techniques, you’ll be prepared to support diverse business environments and deliver exceptional IT solutions.

This course takes you deep into troubleshooting and managing Windows, Mac, and mobile operating systems, equipping you with the practical skills needed to resolve common user issues and optimize device performance. You’ll learn how to configure display settings, manage device encryption, and handle updates and application compatibility. Discover best practices for backing up personal data, clearing browser caches, and using tools like Task Manager and Activity Monitor to manage system processes. The course also covers mobile device management, email setup, and troubleshooting for iOS and Android devices, as well as collaboration software and app installation. Special attention is given to accessibility features and power management, ensuring you can support diverse user needs. By the end of this module, you’ll be ready to confidently address a wide range of operating system and application challenges.

This course provides a thorough foundation in networking concepts, including LAN, WAN, WLAN, and both IPv4 and IPv6 addressing. You’ll master the setup and management of network devices, firewalls, DNS, and DHCP, ensuring seamless connectivity and robust security for any environment. The course also covers user and resource management, teaching you how to implement directory services like Active Directory and cloud platforms, configure group policies, and manage shared drives and cloud storage. You’ll gain practical skills in password management, multi-factor authentication, and verifying permissions to safeguard sensitive data. Hands-on lessons guide you through troubleshooting connectivity issues using essential commands and tools across Windows and Mac systems. By the end of this module, you’ll be equipped to support users, secure networks, and manage resources with confidence.

This course is designed to give you a strong foundation in today’s most critical business tools and platforms. You’ll gain hands-on experience with leading cloud service providers, including Amazon Web Services, Microsoft Azure, and Google Cloud Platform, learning how virtual machines and hypervisors are used to optimize business environments. The module also covers escalation procedures, teaching you how to identify when and how to reach out to internal or external support teams for cloud-related issues. In addition, you’ll explore the productivity applications that drive modern workplaces—such as email, chat, file sharing, and collaboration tools for video conferencing, document creation, and more. By mastering these technologies, you’ll be prepared to support users, troubleshoot common issues, and ensure seamless business operations.

In this course, you’ll explore the most common cyber threats and vulnerabilities, learning how to identify, investigate, and respond to them using industry-standard tools and workflows. You’ll master techniques for scanning and detecting malware, understanding how these malicious programs operate and how to prevent them from compromising systems and data. The course also covers password hygiene and best practices, ensuring you can help users create strong, secure passwords and safeguard sensitive accounts. Dive into the fascinating world of social engineering, learning how attackers exploit human behavior and how to defend against these tactics. Finally, you’ll discover how to protect sensitive data and personally identifiable information (PII), equipping you to maintain privacy and compliance in any IT environment.

This course is designed to give you hands-on experience with industry-standard solutions like Remote Desktop, TeamViewer, VNC, and Cisco WebEx, enabling you to efficiently assist users and collaborate with teams from anywhere. You’ll master remote access and management techniques, ensuring you can resolve issues and maintain systems without being physically present. The module also guides you through leveraging powerful research tools, including search engines, knowledge bases, and technical forums, to quickly find solutions to complex problems. Discover how to use artificial intelligence for troubleshooting and stay informed about the latest advancements in IT support. Additionally, you’ll learn to navigate privacy, security, and ethical considerations when using public data sources, ensuring responsible and effective support practices. By the end of this module, you’ll be equipped with the practical skills and critical thinking needed to excel in any IT support environment.