Overview What You Will Learn Curriculum Instructor

Course Overview

This course is designed to provide a comprehensive foundation in IT support and network management. It begins with essential customer service skills, emphasizing effective communication, and progresses through various technical competencies. Whether you're new to the field or looking to enhance your existing skills, this course will equip you with the knowledge and tools necessary to excel in IT support roles.

Throughout the course, you'll cover a range of topics including customer service skills, basic network support, troubleshooting techniques, backup and recovery, printer management, Windows 10 management, Microsoft Word troubleshooting, and malware identification and removal. Each section is crafted to build on the previous one, ensuring a coherent and practical learning experience. You'll gain hands-on experience with networking fundamentals, virtual installations, IP address management, network troubleshooting, system restoration, printer setup, Windows 10 optimization, and cybersecurity tools.

By the end of the course, you will be proficient in managing network operations, solving technical issues, performing system recoveries, and optimizing various aspects of Windows 10. You'll also be equipped to handle printer deployments, troubleshoot Microsoft Word problems, and protect systems against malware. This course aims to provide a well-rounded skill set that prepares you for the challenges of IT support and network administration.

The necessary resources for this course are in the "Resources" section of Video 1.1. You can also access them through this direct link - https://github.com/ec-council-learning/IT-Helpdesk-Fundamentals

What You Will Learn

  • Learn how to manage and troubleshoot Windows 10.
  • Learn to diagnose end user issues.
  • Learn how to find and remove malware.
  • Learn how to add Machines to a Windows network.
  • Troubleshoot driver and software update issues.
  • Troubleshoot connectivity issues.
  • How to interview for a helpdesk support position.
  • Use common problem-solving methodologies.
  • Grasp the fundamentals of computer networking and troubleshoot common network issues.
  • Understand the basics of IP addressing
  • DNS
  • and DHCP.

Program Curriculum

  • Creating a Virtual Install of Server 2019
  • Creating a Virtual Install of Windows 10 Pro
  • Preparing Your Network for Active Directory
  • Rename Windows Server 2019 Using PowerShell
  • Assign a Static IP Address Using PowerShell
  • Install the AD DS Role Using PowerShell
  • Promote Server 2019 as a Domain Controller Using PowerShell
  • Add Windows 10 Workstation to the Domain
  • Chapter 1 Quiz

  • Create an Active Directory User
  • Limit Computers a User Can Log on To
  • Limit Logon Hours for a User in Windows Active Directory
  • Reset a User's Password in Windows Active Directory
  • Unlock or Enable an Account in Windows Active Directory
  • Chapter 2 Quiz

  • Create and Link a Group Policy to an OU
  • Edit Group Policy Objects to Affect a User
  • Edit a Group Policy Object to Affect a Computer
  • Force Screensaver and Timeouts Using Group Policy
  • Change Users Desktop Background Using Group Policy
  • Chapter 3 Quiz

  • Create a DNS Reverse Lookup Zone in Server 2019
  • Create a New DNS Host Record
  • Create a Host Record for a New Website
  • Creating a DNS MX Record
  • Chapter 4 Quiz

  • Install and Configure DHCP using PowerShell
  • How to authorize_unauthorize a DHCP Server?
  • Edit a DHCP Scope
  • How to Edit DNS Server List in DHCP?
  • How to Edit the Default Gateway Settings in DHCP?
  • Chapter 5 Quiz

Mastering Effective Communication Skills

  • Networking Fundamentals
  • Creating a Virtual Install of Windows 10 Pro
  • Change Your IP Address in Windows 10
  • Add a Second IP Address in Windows 10
  • Chapter 7 Quiz

  • Problem-solving Techniques
  • Overview of Event Viewer in Windows Server
  • How to Fix Public IP being Backlisted?
  • Fix TCP/IP Corruption in Windows 10 using Netsh
  • Reset Window 10 Network Adapter
  • Troubleshooting Internet Connectivity
  • Using netsh to Manage the Windows Firewall
  • NSLookup
  • Using PowerShell to Gather Firewall Information
  • IP Blacklisting…How to Identify and Fix?
  • Accessing the Extended Right-Click Menu in Windows 10
  • Dumping Wi-Fi Credentials Using netsh

  • Enable System Restore on Windows 10
  • Create a System Restore Point on Windows 10
  • Recover using System Restore on Windows 10

  • TCP/IP Printing Overview
  • Adding a Printer to the Network Using TCP/IP
  • Add a Network Printer to a Windows 10 Client
  • Printer Pooling
  • Add a Network Printer in Windows Server
  • Install and Use the Print Management
  • Deploy Printers using Group Policy in Windows Server

  • Repair Windows 10 with System File Checker (SFC)
  • Repair Windows 10 System Files Offline Using (SFC)
  • Use ReadyBoost to Speed up Windows 10
  • Join a Windows 10 Client to a Microsoft Domain
  • The Microsoft Windows Malicious Software Removal Tool
  • Easy Trick to Free Up Disk Space
  • Accessing Safe Mode in Windows 10/11
  • Connecting a Bluetooth Device in Windows 10
  • Create a Windows Experience Index on Windows 10
  • Windows 10 Performance Hack for a Slow PC
  • Rename Your Windows 10 Computer
  • Change the Date and Time in Windows 10
  • Create a New Local User in Windows 10
  • Rearm the 30-day Evaluation Period for Windows 10

  • Using the File Open and Repair Feature
  • Repair or Reinstall Your Microsoft Office Word 2016
  • Word Experienced an Error Trying to Open the File
  • Reset Microsoft Office Word to Default Settings

  • Basics of Cybersecurity
  • Overview of Windows Sysinternal Tools
  • Overview of Sysinternal's Process Explorer
  • Finding Malware with Sysinternal's Process Explorer
  • Chapter 13 Quiz
Load more modules

Instructor

Cliff Krahenbill Krahenbill

Cliff Krahenbill has worked in technology since 1998 working as a Microsoft Support Technician, a Microsoft Certified Trainer, a technology support specialist, a Senior Network Technology Consultant, an IT Auditor and most recently as the owner and operator of his own technology firm, CLK Technology Solutions located in Tucson Arizona. Cliff's expertise in technology focuses on designing, building, supporting network infrastructures, and network security.

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