12-Lesson Practical Course Outline

Welcome to your IT Support training! This course is designed to bridge the gap between basic computer knowledge and the practical skills needed for an entry-level IT support or helpdesk role. This curriculum incorporates core concepts from Cisco Networking Essentials alongside crucial Windows troubleshooting skills.

Each lesson is 60 minutes

Intro to IT Support & Windows

What a helpdesk tech does. Navigating the modern Windows interface, Settings vs. Control Panel, and File Explorer mastery.

Hands-on: Workspace & Specs

Windows Architecture & Admin Tools

Going "under the hood." Task Manager, Resource Monitor, services, and identifying performance bottlenecks.

Hands-on: Performance Tracking

Filesystems & Storage Management

How Windows organizes data. Managing drives, partitions, and securing files using complex NTFS permissions.

Hands-on: Network Shares & Security

Troubleshooting & Event Viewer

The IT troubleshooting methodology. Using Windows Event Viewer—the "flight recorder" of your PC—to diagnose crashes.

Hands-on: Error Code Hunting

Boot Issues & Recovery

What to do when Windows won't start. The boot process, Advanced Startup, Safe Mode, and command-line repairs.

Hands-on: Safe Mode & SFC Scans

Peripheral & Driver Troubleshooting

How hardware talks to software. Managing Device Manager, rolling back broken updates, and installing clean drivers.

Hands-on: Driver Reinstallations

Cisco Module

Cisco: Local Networks & Devices

Defining a network (LAN/WAN). Understanding the specific roles of Endpoints, Switches, and Routers in an infrastructure.

Hands-on: Topology Mapping

Cisco Module

Cisco: Addressing & IPv4

Unpacking IPv4. Public vs. Private IPs, Subnet Masks, Default Gateways, and how DHCP assigns addresses automatically.

Hands-on: IP Configuration Analysis

Cisco Module

Cisco: Services & Diagnostics

Understanding DNS. Troubleshooting connectivity using industry-standard command-line tools favored by network technicians.

Hands-on: Ping, Tracert, Nslookup

Cisco Module

Cisco: Wireless & Router Config

Behind the curtain of home/small office networks. Router administrative interfaces, Wi-Fi frequencies, and WPA2/3 security.

Hands-on: Evaluating Wi-Fi Channels

Helpdesk Operations & Tickets

ITSM concepts. How support teams track issues using ticketing systems, manage SLA priorities, and write documentation.

Hands-on: Ticketing & Communication

Live Simulation & Interview Prep

Putting it all together. Rapid-fire troubleshooting scenarios and technical interview prep using the STAR method.

Hands-on: Mock Interview Roleplay

IT Support Core Skills

Interactive Student Workbook

Student Name

Welcome! This interactive workbook contains your in-class concept checks, practical lab reference materials, and detailed homework assignments. You can type directly into the fields below.

Lesson 1: Intro to IT Support & Windows

The Golden Rule of IT Support: "Fix the person first, then fix the machine." Empathy and communication are just as important as technical skills. A frustrated user cannot help you troubleshoot!

A. In-Class Concept Checks

1. The Helpdesk Tiers:

Which tier is responsible for initial triage, password resets, and basic troubleshooting? Tier

Which tier handles complex infrastructure, server architecture, and network design? Tier

2. Navigation Mastery (Keyboard Shortcuts):

Open the Modern Settings App	`Win +`
Open File Explorer	`Win +`
Open the "Power User" Menu	`Win +`
Open the Run Dialog Box	`Win +`

3. File Explorer Configuration:

Why is it absolutely critical for an IT Technician to enable "File name extensions" in the View tab? (Give an example of how this prevents a security issue).

B. Practical Lab: System Discovery

Navigate to Settings > System > About (or run msinfo32) and document this machine's exact hardware profile:

Device Name

Windows Edition

Processor (CPU)

Installed RAM

Homework Assignment 1

Task 1: Desktop Optimization for the IT Pro

Clean up your Windows Start Menu. Unpin all unnecessary bloatware. Pin at least 4 built-in administrative or utility tools that an IT pro would use daily (e.g., Snipping Tool, Command Prompt, Control Panel). Take a screenshot.

Pinned Tool 1: Pinned Tool 2:

Task 2: Power Configuration

Navigate to the legacy Control Panel. Find the "Power Options". Change your active plan to ensure the computer Never goes to sleep when plugged in. Write down the exact click-path:

Control Panel

Lesson 2: Architecture & Admin Tools

Danger Zone: Never randomly "End Task" on Windows background processes if you don't know what they do. Terminating svchost.exe or wininit.exe can instantly crash the operating system!

A. In-Class Concept Checks

1. Task Manager (Ctrl + Shift + Esc):

Which tab gives you a visual graph of CPU, Memory, Disk, and Network usage?
What is the functional difference between an "App" and a "Background Process"?

2. Services (services.msc):

A program running in the background without user interaction is called a . List the three main "Startup Types":

(Starts automatically with Windows)
(Starts only when requested by another app)
(Cannot be started at all)

3. Resource Monitor (resmon):

If a user complains their hard drive is constantly spinning and the PC is slow, which tab in Resource Monitor shows you exactly which files are being read/written?

Homework Assignment 2

Task: Startup Optimization Analysis

Open Task Manager and navigate to the Startup tab. Disable at least three non-essential applications. Document them below:

Application Name	Publisher	Startup Impact

The Reboot Test: Restart your machine. Check Task Manager > Startup. What is your "Last BIOS time" (top right)? seconds.

Lesson 3: Filesystems & Storage

The Network Security Rule: When dealing with folders shared over a network, the MOST restrictive permission always wins. If NTFS permissions say "Read-Only" but Share permissions say "Full Control", the user only gets "Read-Only" access.

A. In-Class Concept Checks

1. Disk Management (diskmgmt.msc):

What is the standard, modern filesystem used by Windows for internal drives?
What two major steps must you take to make a brand new "Unallocated" drive usable?

1.

2.

2. NTFS Permissions:

What is the process called where a folder automatically takes on the security permissions of the folder above it?
If you want a user to edit and save a Word document, but NOT delete it, which explicit permission do they need? (Read / Write / Modify / Full Control)

Homework Assignment 3

Task: Local Security Policy Simulation

You are an IT Admin setting up a workstation. Follow these steps exactly and check them off:

1. Open Computer Management (compmgmt.msc) > Local Users and Groups.
2. Create a new local user account named "TempUser".
3. Create a folder on your C: drive named "Company_Policies".
4. Right-click the folder > Properties > Security tab > Advanced.
5. Click "Disable Inheritance".
6. Click "Add", select "TempUser", and set their explicit permissions to "Read & execute" ONLY.

Testing it: Log out, log into TempUser, and try to delete the "Company_Policies" folder. What happens?

--- Lessons 7-10 (Cisco Networking Modules) Excluded from this Core OS Workbook ---

Lesson 11: Helpdesk Operations

The Ticket Rule: "If it's not in the ticket, it didn't happen." Always document your exact troubleshooting steps. Your notes might save another technician hours of work next month!

A. In-Class Concept Checks

1. ITSM Basics:

What does SLA stand for, and what does it mean practically?

Why must you ask for a "PC Name/Asset Tag" instead of taking their word that "my laptop is broken"?

B. Practical Lab: Ticket Creation

Listen to the tutor act out a mock phone call. Take notes and draft the ticket below.

User Name

Asset Tag

Homework Assignment 11

Task: De-escalation Email

A user is locked out for guessing their password too many times. They email: "IT is preventing me from doing my urgent work! Fix this now!" Draft a professional, empathetic reply explaining the security policy and providing a temporary password (TempPass123!).

To: user@company.com
Subject: RE: Account Lockout

Hi [User Name],

Best regards,
IT Support

Lesson 12: Simulation & Interview

The STAR Method: When asked behavioral interview questions ("Tell me about a time..."), answer using: Situation, Task, Action, Result.

A. In-Class Simulation Notes

Jot down clues as you guide the tutor through the rapid-fire troubleshooting scenarios.

Scenario 1 (The Freezing App):

Scenario 2 (The Display Issue):

Scenario 3 (The Access Issue):

B. Interview Prep

"Walk me through the exact steps you take if a user calls and says their computer won't turn on."

Final Assignment: CV Optimization

Task: Update your Resume/CV

Translate this course into a "Technical Skills" section on your CV. Do not say "Learned about...". Use strong action verbs (e.g., Configured, Diagnosed, Managed, Administered).

Draft three strong bullet points for your CV based on what we've covered:

End of Interactive Workbook