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intermediate · en

IT Support, Networking & Cloud Fundamentals

Build practical entry-level IT support skills covering hardware, operating systems, troubleshooting, networking, Wi-Fi, security, cloud services and help-desk operations.

Included in track

IT Track

About this course

This course introduces the practical technical skills needed to support users, devices and small workplace IT environments. Learners develop a structured troubleshooting method and study computer hardware, peripherals, operating systems, drivers, software installation, maintenance and recovery. The networking section covers LANs, Wi-Fi, routers, switches, IP addressing, DNS, DHCP, NAT and common diagnostic commands. Security topics include accounts, permissions, endpoint protection, MFA, encryption, backup and incident escalation. Learners also explore cloud and SaaS concepts, Microsoft 365 or workspace administration basics, help-desk tickets, remote support and IT documentation. The final capstone brings these skills together in a small-organization IT scenario.

What you will learn

- Use a structured process to diagnose and resolve common IT problems. - Identify major computer components, ports and peripheral devices. - Perform basic operating-system, user, driver and software support tasks. - Explain networking fundamentals and common network devices. - Understand practical IPv4, DNS, DHCP, gateways, NAT and Wi-Fi concepts. - Troubleshoot common connectivity and small-network problems. - Apply basic endpoint security, account protection and backup practices. - Understand common cloud, SaaS and workspace-administration concepts. - Document support work and operate within a basic help-desk workflow.

Course contents

Section 1

Module 1: IT Support Fundamentals & Troubleshooting Method

  • Lesson 1.1: What IT Support Does in a Home, Business or Organizationlesson
  • Lesson 1.2: Identifying Symptoms, Gathering Information & Reproducing Problemslesson
  • Lesson 1.3: A Structured Troubleshooting Process: Diagnose, Test, Fix & Verifylesson
  • Lesson 1.4: Knowing When to Escalate a Problemlesson
  • Lesson 1.5: Communicating with Users During Technical Supportlesson
  • Lesson 1.6: Documenting Solutions, Tickets & Knowledge Articleslesson

Section 2

Module 2: Computer Hardware, Ports & Peripherals

  • Lesson 2.1: Motherboards, CPUs, RAM, Storage & Power Supplieslesson
  • Lesson 2.2: Laptops vs. Desktops: Components and Service Differenceslesson
  • Lesson 2.3: Storage Devices, Partitions & Drive Health Basicslesson
  • Lesson 2.4: USB, HDMI, DisplayPort, Ethernet, Audio & Common Connectorslesson
  • Lesson 2.5: Monitors, Keyboards, Mice, Webcams, Printers & Scannerslesson
  • Lesson 2.6: Safe Handling, Static Electricity & Basic Maintenancelesson
  • Lesson 2.7: Diagnosing Common Hardware Symptomslesson

Section 3

Module 3: Operating Systems, Users & System Configuration

  • Lesson 3.1: Operating System Concepts & Windows Editionslesson
  • Lesson 3.2: Installing and Configuring Windows: Core Conceptslesson
  • Lesson 3.3: Local Accounts, Microsoft Accounts, Permissions & Profileslesson
  • Lesson 3.4: Drivers, Device Manager & Hardware Recognitionlesson
  • Lesson 3.5: Updates, Startup, Services & Basic System Settingslesson
  • Lesson 3.6: Command-Line Basics for Support Technicianslesson
  • Lesson 3.7: Linux Fundamentals: Files, Users and Common Commandslesson

Section 4

Module 4: Software Support, Maintenance & Recovery

  • Lesson 4.1: Installing, Updating and Removing Softwarelesson
  • Lesson 4.2: Compatibility, Default Apps & File Associationslesson
  • Lesson 4.3: Browser, Email Client & Common Application Troubleshootinglesson
  • Lesson 4.4: Storage Cleanup, Performance and Startup Optimizationlesson
  • Lesson 4.5: Backups, Restore Points & Recovery Optionslesson
  • Lesson 4.6: Malware Symptoms and Safe First-Response Actionslesson
  • Lesson 4.7: Reinstalling, Resetting or Recovering a System When Neededlesson

Section 5

Module 5: Networking Fundamentals

  • Lesson 5.1: What a Network Is and Why Organizations Use Networkslesson
  • Lesson 5.2: LAN, WAN, WLAN, PAN & Common Network Typeslesson
  • Lesson 5.3: Ethernet, Wi-Fi, Cables and Network Medialesson
  • Lesson 5.4: Switches, Routers, Access Points, Modems & Firewallslesson
  • Lesson 5.5: TCP/IP, Packets, Ports & Common Protocol Conceptslesson
  • Lesson 5.6: MAC Addresses, IP Addresses & Device Identificationlesson
  • Lesson 5.7: Bandwidth, Throughput, Latency & Basic Performance Conceptslesson

Section 6

Module 6: IP Addressing, DNS, DHCP & Network Services

  • Lesson 6.1: IPv4 Address Structure & Private vs. Public Addresseslesson
  • Lesson 6.2: Subnet Masks & Default Gateways: Practical Basicslesson
  • Lesson 6.3: DHCP: How Devices Receive Network Settingslesson
  • Lesson 6.4: DNS: How Names Become IP Addresseslesson
  • Lesson 6.5: NAT and How Local Networks Reach the Internetlesson
  • Lesson 6.6: IPv6: What It Is and Why It Matterslesson
  • Lesson 6.7: Useful Support Commands: ipconfig, ping, tracert and nslookuplesson

Section 7

Module 7: Wi-Fi, Small Networks & Network Troubleshooting

  • Lesson 7.1: Setting Up a Small Office/Home Router Safelylesson
  • Lesson 7.2: SSIDs, Wi-Fi Bands, Channels & Wireless Coveragelesson
  • Lesson 7.3: WPA2/WPA3, Strong Wi-Fi Passwords & Guest Networkslesson
  • Lesson 7.4: Connecting Computers, Phones, Printers & Other Deviceslesson
  • Lesson 7.5: Diagnosing No Internet, Slow Internet & Intermittent Connectionslesson
  • Lesson 7.6: Cable, Adapter, DHCP, DNS and Gateway Troubleshootinglesson
  • Lesson 7.7: Practical Lab: Build and Troubleshoot a Small Networklesson

Section 8

Module 8: Endpoint Security, Backup & Support Practices

  • Lesson 8.1: Least Privilege, User Permissions & Administrator Accountslesson
  • Lesson 8.2: Antivirus, Firewalls, Updates & Endpoint Protectionlesson
  • Lesson 8.3: MFA, Password Resets & Account Recovery Supportlesson
  • Lesson 8.4: Encryption, Device Locking & Lost-Device Protectionlesson
  • Lesson 8.5: Backup Strategies: Local, External & Cloudlesson
  • Lesson 8.6: Recognizing Security Incidents & Escalating Correctlylesson
  • Lesson 8.7: Supporting Users Without Exposing Sensitive Informationlesson

Section 9

Module 9: Cloud, SaaS & Workspace Administration Basics

  • Lesson 9.1: Cloud vs. On-Premises Computinglesson
  • Lesson 9.2: SaaS, PaaS & IaaS in Simple Practical Termslesson
  • Lesson 9.3: Cloud Storage, Sync, Sharing & Permissionslesson
  • Lesson 9.4: Microsoft 365 / Workspace User Accounts, Groups & Licenses: Conceptslesson
  • Lesson 9.5: Password Resets, MFA Enrollment & Access Supportlesson
  • Lesson 9.6: Shared Mailboxes, Shared Files & Team Collaboration Conceptslesson
  • Lesson 9.7: Cloud Security, Backup, Availability & Responsibility Basicslesson

Section 10

Module 10: Help Desk Operations, Remote Support & Capstone

  • Lesson 10.1: Ticketing Systems, Priorities, Categories & Service Levelslesson
  • Lesson 10.2: Remote Support Tools, Screen Sharing & User Consentlesson
  • Lesson 10.3: Asset Inventory, Device Records & Basic IT Documentationlesson
  • Lesson 10.4: Printer, Scanner, Mobile Device & Common Office Supportlesson
  • Lesson 10.5: Creating Simple SOPs and Reusable Troubleshooting Guideslesson
  • Lesson 10.6: Capstone Part 1: Design a Small Organization's IT Setuplesson
  • Lesson 10.7: Capstone Part 2: Troubleshoot, Secure and Document the Environmentlesson