Build job-ready IT support skills from the ground up — master hardware, software, operating systems, networking, security, and professional customer service through 103 hands-on labs.
IT Support Essentials is a comprehensive, instructor-led course that prepares learners for a career as a skilled IT support professional. Through hands-on learning and real-world scenarios, you will explore how computers work, troubleshoot issues across hardware, software, peripherals, and popular operating systems including Windows, macOS, and Linux, as well as mobile devices. The course places a strong emphasis on professional and customer service skills — learning proven problem-solving processes, managing customer interactions, and explaining complex concepts to non-technical audiences. By the end of this course, you will have the knowledge and confidence to pass the Cisco Certified Support Technician (CCST) IT Support certification exam and apply for entry-level IT support roles.
Curriculum Chapters
- 1. Customer Service in IT Support
- 2. Processes and Tools for Troubleshooting
- 3. Troubleshooting the Windows Operating System
- 4. Troubleshooting Linux and macOS
- 5. Troubleshooting Mobile Devices and Applications
- 6. Troubleshooting Common Services and Peripheral Connectivity Issues
- 7. Troubleshooting Common Network Connectivity Issues
- 8. Troubleshooting Common Security Issues
- 9. Troubleshooting Common Hardware Issues
- 10. Common Hardware Upgrades
Skills You Will Learn
Apply professional communication and customer service skills in IT support contexts including help desk operations, customer interaction, and technical documentation. Use structured troubleshooting processes and remote access tools to diagnose and resolve common IT issues. Troubleshoot Windows OS issues including display, power, boot, startup, and system integrity problems. Troubleshoot Linux and macOS using platform-specific tools, best practices, and basic CLI commands. Diagnose and resolve mobile device and application issues across Android and iOS, including mobile OS security management. Troubleshoot directory services, shared drives, peripheral connectivity, and user access issues. Diagnose wired and wireless network connectivity problems using IP addressing, DNS, DHCP, firewall, and CLI troubleshooting commands. Identify cybersecurity threats including malware, network attacks, and social engineering, and apply security incident response and data protection practices. Troubleshoot common hardware failures and perform hardware upgrades including RAM and storage installations.
Technologies Used
Windows OS, Linux CLI, macOS troubleshooting tools
Android & iOS mobile platforms
Remote access support tools
CLI connectivity commands (ping, ipconfig, tracert, nslookup)
DNS, DHCP, firewall configuration concepts
PC hardware components (RAM, storage, ports & cables)
Course Details
Course Type: Instructor-led
Time: 56 Hours
Modules: 10
Labs: 103 hands-on labs
Level: Beginner
Prerequisites
None.
Certification & Career
Career and Certification alignment: This course prepares learners for the Cisco Certified Support Technician (CCST) IT Support certification exam. It covers all topics in the CCST IT Support exam blueprint and prepares learners for entry-level roles including Help Desk Technician, IT Support Specialist, and Technical Support Analyst. Note: this course covers the same content as the four self-paced courses in the IT Support Specialist Career Path (IT-006 through IT-007), consolidated into a single instructor-led format.
Achievements & Badges
Upon completion, earn a Cisco Networking Academy digital badge. Share your verified achievement on LinkedIn, your CV, or professional profile.
What Cisco verifies: Cisco verifies the earner of this badge successfully completed the IT Support Essentials course. The holder of this credential has job-ready skills in hardware troubleshooting and upgrades, Windows, Linux, macOS, and mobile OS support, network and peripheral connectivity troubleshooting, cybersecurity awareness and incident response, and professional customer service skills for entry-level IT support roles.