Getting Started in IT Support: Core Skills and Career Pathways by Pearson
3h 52mIntermediate2026-02-24
Authors
Pearson
Course details
This course is designed to prepare you for real-world roles as an IT support technician or help desk professional. Whether you’re new to IT or looking to transition into a technical support role, this course provides a clear, guided pathway to building the skills that employers value. Explore the core responsibilities of an IT support technician, including how to manage ticket queues, meet service-level agreements (SLAs), and use ticketing systems to improve customer satisfaction. Next, develop skills in troubleshooting workflows, diagnostic procedures, and personal safety practices, including protection from electrical risks and electrostatic discharge. Along the way, gather mentorship-based insights from seasoned help desk professionals, sharing real stories, common challenges, and career development strategies. By the end of this course, you’ll be prepared to enter and grow your career with confidence in an IT support role.
Learning objectives
Describe the key roles and responsibilities of an IT support technician to understand job expectations.
Explain how to leverage prior experience to transition into an IT support career pathway.
Demonstrate effective management of IT support ticket queues using common ticketing systems.
Apply time management techniques to improve response and resolution times in a help desk environment.
Analyze service-level agreements (SLA) and customer key performance indicators (KPIs) to ensure service quality.
Create clear and concise IT support documentation that enhances customer communication and future troubleshooting.
Develop a systematic troubleshooting workflow to diagnose and resolve IT issues efficiently.
Identify personal safety risks, including electrical hazards and electrostatic discharge (ESD), and apply protective measures.
Evaluate professional communication skills and mentoring techniques to build strong workplace relationships.
Plan a personal development strategy, including hands-on practice and exam preparation, to advance your IT support career.
Learning objectives
Describe the key roles and responsibilities of an IT support technician to understand job expectations.
Explain how to leverage prior experience to transition into an IT support career pathway.
Demonstrate effective management of IT support ticket queues using common ticketing systems.
Apply time management techniques to improve response and resolution times in a help desk environment.
Analyze service-level agreements (SLA) and customer key performance indicators (KPIs) to ensure service quality.
Create clear and concise IT support documentation that enhances customer communication and future troubleshooting.
Develop a systematic troubleshooting workflow to diagnose and resolve IT issues efficiently.
Identify personal safety risks, including electrical hazards and electrostatic discharge (ESD), and apply protective measures.
Evaluate professional communication skills and mentoring techniques to build strong workplace relationships.
Plan a personal development strategy, including hands-on practice and exam preparation, to advance your IT support career.
Concepts
Introduction
- Getting started
Introduction to CCST IT Support Technician and Where to Begin
- Module introduction
- Learning objectives
- What is an IT support technician and is this attainable
- How to leverage your current experience
- What s in IT for me
Understanding Key Help Desk Job Tasks and Responsibilities
- Learning objectives
- Importance of proper ticket queue management
- Applying time management mechanisms to improve response and resolution times
- Becoming familiar with ticketing systems and their associated best practices
- Keeping up with the Joneses - Why service-level agreements (SLA) are so critical
- Following and meeting your customer s key performance indicators (KPIs)
How to Build Relevant Documentation to Support Customer Engagements
- Learning objectives
- How to increase value to the business and it s customers by delivering thoughtful, concise, clear, and comprehensive documentation of issues
- Provide documentation that is useful for future IT support interactions with end customers
Understanding and Creating Your Own Troubleshooting Workflow
- Module introduction
- Learning objectives
- What happens before, during, and after your engagement with an end customer
- Typical troubleshooting and diagnostic procedures
- Documenting changes used to resolve the problem and all associated outcomes
Personal Safety Considerations
- Learning objectives
- How to identify potential risk for electrical shock or fire
- Understanding and protecting against electrostatic discharge (ESD)
- Other personal safety procedures and ewaste recycling tips, part 1
- Other personal safety procedures and ewaste recycling tips, part 2
Stories from a Help Desk Veteran
- Module introduction
- Learning objectives
- Communications, conduct, caring, and commitment
- Awkward situations
- Updating documentation
- When to be loud and when to be quiet
- Expanding your expertise
- Building relationships and business allies
- Horror stories from the field
- Safety concerns
Career Advice and Gaining Experience
- Learning objectives
- Advancing your skill set
- Volunteering for projects
- Mentorship
- Building a home lab
- IT support across verticals and customer relevancy
Course Summary - Putting It All Together
- Learning objectives
- Next steps for learning
- Community of peers
- Study habits
- Exam preparation
- Closing thoughts