IT Support Specialist


Note: Before starting this course, make sure you read this article that explains the why behind we it was created. (click here to read)

Format: Learn-As-You-Go Assignment MOOC (self-paced, project-based, portfolio-driven)
Goal: Complete this project and graduate job-ready as an entry-level IT Support Specialist.

Part 1: Foundations of IT Support
see also: Part 1 blog post

Objective: Build the basics of IT support.
Tasks:

  • Research what IT Support Specialists do (Help Desk, Desktop Support, L1–L3).
  • Screenshot your computer’s RAM, OS version, and storage type.
  • Write 3 sentences explaining why each spec matters for troubleshooting.
  • Practice explaining a tech fix in plain English to a non-technical friend.

Deliverable:
Add a “Foundations” entry to your Knowledge Base with screenshot + reflection + plain-English explanation.

Part 2: Operating Systems & System Administration
see also: Part 2 Blog Post

Objective: Get comfortable with OS administration.
Tasks:

  • Create a new user account on your system (Windows/Mac/Linux).
  • Change file permissions for a folder and document the result.
  • Run ipconfig (Windows) or ifconfig (Linux/Mac) and screenshot the output.
  • Write 2–3 sentences about what each key value (IP, gateway, DNS) means.

Deliverable:
Add an “OS & Admin” entry to your Knowledge Base with screenshots + permission test + reflection.

Part 3: Networking Essentials
see also: Part 3 Blog Post

Objective: Understand networks and basic troubleshooting.
Tasks:

  • Draw or describe your home/office network (modem → router → devices).
  • Run ping on a common site (e.g., google.com) and screenshot results.
  • Run tracert (Windows) or traceroute (Linux/Mac) and explain what you see.
  • Write a troubleshooting response to: “I can’t access the internet on my laptop.”

Deliverable:
Add a “Networking” entry to your Knowledge Base with diagram, screenshots, and ticket response.

Part 4: IT Security Basics
see also: Part 4 Blog Post

Objective: Apply core security practices.
Tasks:

  • Write a mock support ticket for a common IT issue (not a password reset), following the structure shown in the password-reset example.
  • Draft a professional response to a user who thinks their account was hacked.
  • List 3 tips for avoiding phishing emails.
  • Enable MFA (multi-factor authentication) on at least one account and document the steps.

Deliverable:
Add a “Security” entry to your Knowledge Base with ticket, response, and tips.

Part 5: Troubleshooting & Ticketing Systems
see also: Part 5 Blog Post

Objective: Learn structured troubleshooting and ticketing.
Tasks:

  • Research a ticketing system (Zendesk, Freshdesk, or ServiceNow). Write down 3 features that make it useful.
  • Write your own basic ticket lifecycle: New → In Progress → Resolved → Closed.
  • Create a mock ticket: “My screen is black and I’m in a meeting in 5 mins!!!” Write a calming, professional response with troubleshooting steps.
  • Identify 2 reasons why you would escalate a ticket.

Deliverable:
Add a “Troubleshooting & Ticketing” entry to your Knowledge Base with research, lifecycle, mock ticket, and escalation notes.

Note: You may notice that the tickets in this capstone resemble issues you’ve already practiced earlier in the course — including scenarios like “screen is black” — and this is intentional. In real IT support, the goal isn’t to solve brand-new problems every day, but to apply the same troubleshooting, documentation, and communication skills consistently across common issues. This capstone is designed to simulate a real help desk rotation, where you handle familiar problems under realistic conditions and document them correctly every time.

If a capstone ticket looks similar to one you completed earlier in the course, that’s expected. You may handle the same type of issue again, but you should write it fresh — gathering information, documenting steps, and making decisions based on the current scenario, not copying a previous submission. This repetition builds consistency, judgment, and confidence.

For example, “screen is black” appears in both Part 5 and the capstone — but they should not be identical.

What can stay the same:

  • The overall structure (Subject → Category → Description → User Details → Steps → Priority → Assignment)
  • The logical troubleshooting framework
  • The professional tone
  • The general diagnostic flow (power cycle, display checks, hardware vs. software evaluation)

What should be different:

  • The user details
  • The context (meeting urgency, environment, number of users affected)
  • The information gathered
  • The specific troubleshooting steps taken
  • The priority level (if circumstances differ)
  • Whether or not escalation is required
  • The SLA reasoning (if applicable)

Even if the root cause ends up being similar (for example, a power cycle resolves the issue), the documentation should reflect the unique details of that scenario. Real IT tickets are rarely identical, even when the category is the same.

When submitting your work for grading through an AI chatbot, you should:

  • Clearly state that this is a separate submission from Part 5
  • Provide both the Part 5 version and the Capstone version
  • Ask the AI to confirm that the two tickets are meaningfully different in documentation, reasoning, and execution

This ensures you are demonstrating professional growth, not repetition by copying.

It’s not about learning new tools — it’s about proving you can execute the full IT support process repeatedly and professionally, the same way employers expect entry-level IT Support Specialists to perform on the job.

Capstone Project: Your First Help Desk Rotation

Scenario: You’ve been added to your company’s IT help desk rotation. Over one week, you’ll handle 5 real-world tickets.

Tickets:

  1. Internet is down (network troubleshooting)
  2. Screen is black (hardware/OS troubleshooting)
  3. Locked account (security + user management)
  4. PC is running slow (RAM/storage/system checks)
  5. Printer won’t connect (device troubleshooting)

Tasks:

  • For each ticket: document Problem → Steps Taken → Result in your Knowledge Base.
  • Escalate at least 1 issue with a written SLA justification.
  • Compile all entries into a polished IT Support Knowledge Base Portfolio.

Deliverable:

  • Completed Knowledge Base with all 5 parts + 5 capstone tickets.
  • This is your portfolio to show employers.

Outcomes

By finishing this Learn-As-You-Go assignment, you’ll:

Be 100% job-ready for entry-level IT Support roles.

Cover the full scope of a 5-course IT Support Specialist certificate program.

Complete hands-on labs, troubleshooting, and ticketing practice.

Build a professional Knowledge Base Portfolio.

Course Completion

Click here to download the Course Certificate to pair with your completed course assignments.