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 password reset request.
  • 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.

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.