Information Technology (IT) Support PC

IBM via edX Professional Certificate

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Details

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Provider

edX Professional Certificate
Pricing

$393.00
Languages

English
Certificate

Certificate Available
Duration & workload

33 weeks, 5-8 hours a week

Found in

Overview

Now is a great time to launch a rewarding career in Information Technology (IT) support - no experience or degree is required to get started. The US Bureau of Labor Statistics forecasts a 9% growth in jobs through 2030, averaging 70,000 openings each year, and a medium salary of $58,000 annually for an entry-level Computer Support Specialist. With over 400,000 US job openings, Computer Tech Support Specialists are in high demand.

In this self-paced, certificate program for beginners, you will learn IT support and build competency in IT fundamentals topics, including hardware, operating systems, software, system administration, programming, databases, networking, cybersecurity, and cloud computing, as well as critical skills covered such as customer service and troubleshooting. Mastery of these skills is essential for IT Helpdesk Support and also provides multiple options to grow your career as they are required skills for many technology jobs, including Software Engineer, Data Analyst, and Data Scientist.

This Professional Certificate program from IBM is built by experts to prepare you for an entry-level job in Technical Support. If you can dedicate a few hours per week, you can complete the program in 3 to 6 months. By the end of the program, you will be equipped with job-ready skills employers look for, whether you are just starting out your IT career or changing jobs.

When you successfully complete the program you’ll receive dual credentials, IBM Digital Badges for each course to help your profile stand out, as well as a Professional Certificate to showcase your job readiness to potential employers.

Syllabus

Courses under this program:
Course 1: Technical Support Basics for Everyone

Gain the daily work skills and knowledge you’ll need for IT Technical Support career success. This course, part of the IBM Technical Support Professional Certificate, is designed for beginners with no prior IT experience or formal degree.

Course 2: Hardware and Operating Systems

This course will help you develop the skills to install and set up an operating system and gain expertise on hardware components, including motherboard, CPU, hard drives and more.

Course 3: Software, Programming, and Database Basics

This course introduces the fundamentals of software, programming languages, web browsers, cloud computing and database concepts.

Course 4: Networking and Storage Essentials

Become proficient in the fundamentals of computer networking and storage and gain the skills to diagnose, repair and maintain computer networks and storage.

Course 5: Beginners Guide to Cybersecurity

This course is designed for beginners to build critical skills to address common security threats, and adopt best practices for reducing risks.

Course 6: Introduction to Cloud Computing

Jumpstart your cloud expertise and explore offerings of AWS, Google, and IBM; delve into IaaS, PaaS, SaaS models, and cloud security. Experience IBM Cloud app deployment. Perfect for executives, students, and budding professionals.

Course 7: IT Support Case Studies

This Capstone course provides a series of case studies for demonstrating skills to perform in a Technical Support role. It also includes a practice exam to help you prepare for the CompTIA IT Fundamentals (ITF+) Certification Exam.

Courses

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5 weeks, 9-12 hours a week, 9-12 hours a week
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According to Indeed.com in August 2022, the average annual salary for Technical Support is $51,758, though it can go considerably higher. The need for technology is constantly growing, as is the job market for tech support professionals.

In this course you’ll get an insider’s view into IT Support work. Learn about IT Support roles and levels, the support escalation matrix, ticketing systems, common support tools, and remote support software.

To help you with moving into the field, the course covers tech support career opportunities and career pathways from experienced, expert Information Technology professionals.

By the end of this course, you will be able to:

- Describe and develop a customer service and support mindset.

- Explore the features and benefits of ticketing systems.

- Identify support tools and systems used in technical support.

- Define the levels of IT support and the escalation matrix.

- Explore various tech support roles and responsibilities, including service-level agreement responsibilities.

- Recognize the career paths and progression in Technical Support.

This course provides several real-world inspired activities to demonstrate your skills in the areas of support tools, resolving IT issues, escalations and ticketing.

These skills will help you engage prospective employers and ask insightful questions that demonstrate your knowledge of the day-to-day role-related responsibilities.
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5 weeks, 7-10 hours a week, 7-10 hours a week
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Maintaining and updating software is an important activity for a Technical Support role. There are many types of software, and understanding software can be overpowering. This course introduces the fundamentals of software and how to manage software from an information technology (IT) perspective. You'll be introduced to various types of software, ranging from the operating system running on your mobile phone to the applications that run databases on your computer at work. You'll also learn about cloud computing, web browsers, software development, programming languages, and database fundamentals.

After completing this course, you will better understand software processes and gain confidence in using and securing software applications. You will also review installing and managing web browsers, extensions, and plug-ins and keeping web browsers secure and updated.

Additionally, you'll discover how cloud-based technologies help businesses create and deploy applications faster. This course provides several real-world inspired hands-on labs and activities to demonstrate your skills in programming with Python and working with a database.
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4 weeks, 4-6 hours a week, 4-6 hours a week
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Organizations require fast, efficient, and secure networks to compete in today’s global business world. Technical Support professionals are in high demand to meet organizations’ expanding needs and to help maintain and update computer networks to reduce downtime and minimize disruption.

This course is designed for anyone new to networks and storage looking to develop the skills needed to diagnose and repair basic networking and storage problems. You’ll gain extensive knowledge of the fundamentals of networking, including network types, topology models and standards, and the physical setup of a network for wired and wireless connections. You’ll be introduced to the different types of storage devices, STaaS, learn the difference between NAS and SAN and the types of storage gateways to meet the needs of network subscribers, and identify common network storage and network sharing options including local, hosted, and cloud storage.

This course provides multiple hands-on, real-world inspired activities to demonstrate your network and storage expertise, including setting up a SOHO network, exploring cable types, and identifying storage types. This course is ideal for kickstarting an IT Support role, network technician role, or building your base knowledge for system administration.
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6 weeks, 6-8 hours a week, 6-8 hours a week
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In this Capstone, you will demonstrate your ability to perform in an Information Technology (IT) Support role by applying your new knowledge to real-world situations. You will practice analyzing user help requests and troubleshooting various issues that a Tech Support role would encounter.

You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing – all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.

This course also includes a final exam that contains questions on the topics and style found in the CompTIA IT Fundamentals (IFT+) Certification Exam. It serves as this program’s final exam, helps you practice for the Certification, and measures your preparedness. By the end of the Capstone course, you’ll be equipped with the technical support skills that are found in everyday professional settings.

Before taking this course, it is highly recommended that you first complete all the previous courses in the IBM IT Support Professional Certificate.