Helpdesk/Desktop Support &
Google IT Support Certificate
Industry Training Focus Areas
- Computer Architecture & Systems Fundamentals
- Computer Systems Administration
- Desktop Management
- Technical Customer Service
- Earning a Google IT Support Certificate
Industry Skills Development at a Glance: You'll Learn How To...
- Diagnose and troubleshoot common hardware and software issues
- Identify and apply customer service strategies that foster customer satisfaction
- Navigate an industry standard ticketing system (i.e. Zendesk, Remedy, Helpdesk Pro)
- Understand major components of a Windows computer, including assembly and disassembly
- Set-up a functioning peer-to-peer LAN and troubleshoot LAN operations
- Identify and explain common TCP and UDP ports, protocols, and their purpose; identify various types of networks
- Distinguish between number bits, format, and addressing capability of IPv4 vs. IPv6
Essential Skills Development: You'll Learn How To...
- Communicate professionally in-person and over digital platforms by utilizing strategies, tools, and feedback to adapt to the environment
- Participate in meetings by contributing to conversation and supporting with planning and follow up actions across a team
- Navigate challenging situations by regulating reactions to display grit and maintaining a positive composure
- Utilize common management, editing, and conference tools such as Microsoft Outlook, PowerPoint, and Zoom
- Gather and analyze data to provide support to and generate ideas for a business
- Pursue opportunities for professional growth and maintain a well-formed resume
Upon completing the Google IT Support Certificate, program graduates will:
- Understand core concepts to all IT Support jobs, including troubleshooting, customer service, networking, system administration, operating systems, and security.
- Know how to assemble a computer, write effective support documentation, route paths and subnets, manage device software, and more.
- Dive into working with Linux, Cloud Computing, and Command-Line Interfaces.
Training at Work: Typical Job Tasks
- Provide first level contact and communicate resolutions to customer issues; escalate unresolved queries to the appropriate level of support
- Support the maintenance and upgrade of network devices; install and configure applications on a desktop
- Track, route and redirect problems to correct resources
- Support users with issues such as internet connection and printer problems
Path to a Career: Training-Enabled Role Pathways
- Helpdesk Support
- Desktop Support
- Application Support
- Telecommunication Specialist
- Network Analyst