Desktop and Tech Support Engineer Course Syllabus

Module 1: Introduction to IT Support

• Role of a desktop support/IT support engineer
• Types of support: Tier 1, 2, and 3
• IT service management basics (ITSM)
• Ticketing systems (e.g., ServiceNow, Jira)

Module 2: Operating Systems

Windows OS:

• Installation, setup, and configuration
• User and group management
• Common troubleshooting commands (cmd, PowerShell)
• Windows updates and patching

Linux Basics (Optional or Advanced Track):

• Basic commands and terminal usage
• File permissions
• Package management (apt/yum)

macOS (Optional Track):

• System Preferences
• User management
• Software installation

Module 3: Hardware and Peripherals

• Assembling and disassembling PCs
• BIOS/UEFI configuration
• Troubleshooting hardware issues
• Printers, scanners, and peripheral support

Module 4: Networking Fundamentals

• IP addressing, DNS, DHCP
• LAN/WAN, routers, switches
• Basic network troubleshooting (ping, tracert, ipconfig)
• Wi-Fi troubleshooting
• VPN concepts

Module 5: Software Support

• Common business software (MS Office, browsers, email clients)
• Installation and configuration
• Troubleshooting application crashes or errors

Module 6: Active Directory & User Management

• Introduction to Active Directory
• User account creation and group policies
• Password policies and resets
• Folder redirection and access permissions

Module 7: Remote Support Tools

• Remote Desktop Protocol (RDP)
• TeamViewer, AnyDesk, or similar tools
• Managing systems remotely
• Security considerations

Module 8: Security Basics

• Antivirus and anti-malware tools
• Windows Defender
• Firewall basics
• Safe browsing and phishing awareness

Module 9: ITIL & Ticketing Systems

• Basics of ITIL (Incidents, Requests, Change Management)
• Creating, updating, and closing tickets
• SLAs and documentation

Module 10: Backup & Recovery

• System restore and recovery tools
• Windows backup
• Imaging and cloning tools (e.g., Clonezilla, Macrium Reflect)

Module 11: Soft Skills & Customer Service

• Communication and conflict resolution
• Phone and email etiquette
• Working under pressure
• Prioritizing tickets

Module 12: Final Project & Certification Prep

• Real-world simulation labs
• Resume and interview prep
• Practice exams for:
  • CompTIA A+ (Optional)
  • Microsoft MD-102 (Endpoint Administrator)