Information Technology Level 1 Help Desk Career Prep

250 Hours / 12 Months / Self-Paced

Course Overview:

The Information Technology Level 1 Help Desk is a course bundle comprised of CompTIA A+ and Customer Service Representative (CSR) Exam Prep to give students the necessary skills and certifications to be able to be able to achieve success at an entry level IT Help Desk job.  This course prepares the student to take the CompTIA A+ and HDI Customer Service Representative certification exams.  

This course includes FREE access for 12 months to a cloud based lab platform to assist students develop the practical information technology (IT) skills necessary to succeed in high in demand IT jobs.  This cloud based lab solution uses real equipment that enables our students to execute each practical task in a safe environment that is accessible from anywhere without needing to buy their own hardware or risk damage to their own system.

Along with providing the necessary hardware in a virtual environment, students gain access to high quality practical exercises that cover many of the exam topics they will encounter on their certifying exams.

Course Outline:

CompTIA A+ 220-901 Curriculum:
Lesson 1: Motherboards, Processors, and Memory
  • Identifying Components of Motherboards
  • Identifying Purposes and Characteristics of Processors
  • Identifying Purposes and Characteristics of Memory
  • Identifying Purposes and Characteristics of Cooling Systems
  • Summary
  • Exam Essentials
Lesson 2: Storage Devices and Power Supplies
  • Identifying Purposes and Characteristics of Storage Devices
  • Identifying Purposes and Characteristics of Power Supplies
  • Summary
  • Exam Essentials
Lesson 3: Peripherals and Expansion
  • Installing and Configuring Expansion Cards
  • Identifying Characteristics of Connectors and Cables
  • Input Devices
  • Output Devices
  • Input and Output Devices
  • Summary
  • Exam Essentials
Lesson 4: Display Devices
  • Understanding Display Types and Settings
  • Understanding Video Standards and Technologies
  • Summary
  • Exam Essentials
Lesson 5: Custom Configurations
  • Standard Thick Clients
  • Graphic and CAD/CAM Design Workstations
  • Audio/Video Editing Workstations
  • Virtualization Workstations
  • Gaming PCs
  • Home Theater PCs
  • Thin Clients
  • Home Server PCs
  • Summary
  • Exam Essentials
Lesson 6: Networking Fundamentals
  • Understanding Networking Principles
  • Identifying Common Network Hardware
  • Summary
  • Exam Essentials
Lesson 7: Introduction to TCP/IP
  • Understanding TCP/IP
  • Summary
  • Exam Essentials
Lesson 8: Installing Wireless and SOHO Networks
  • Understanding Wireless Networking
  • Installing and Configuring SOHO Networks
  • Summary
  • Exam Essentials
Lesson 9: Understanding Laptops
  • Understanding Laptop Architecture
  • Disassembling and Reassembling Laptops
  • Summary
  • Exam Essentials
Lesson 10: Understanding Mobile Devices
  • Understanding Mobile Devices
  • Summary
  • Exam Essentials
Lesson 11: Installing and Configuring Printers
  • Understanding Print Technologies and Imaging Processes
  • Installing and Configuring Printers
  • Performing Printer Maintenance and Upgrades
  • Summary
  • Exam Essentials
Lesson 12: Hardware and Network Troubleshooting
  • Troubleshooting Core Hardware Issues
  • Troubleshooting Mobile Devices, Printers, and Networking
  • Summary
  • Exam Essentials
Lesson 13: Appendix A
  • 3d Objects
Lesson 14: Appendix B
  • Videos
CompTIA A+ 220-902 Curriculum:
Lesson 1: Operating System Basics
  • Understanding Operating Systems
  • Going Virtual
  • Preparing for the Exam
  • Summary
  • Exam Essentials
Lesson 2: Operating System Administration
  • Interacting with Operating Systems
  • Administrative Tools
  • Disk Management
  • Summary
  • Exam Essentials
Lesson 3: Working with Windows 8/8.1
  • Windows Editions
  • Installing Windows 8
  • Windows 8 Boot Methods
  • Summary
  • Exam Essentials
Lesson 4: Working with Windows 7
  • Windows 7 Editions
  • Installing Windows 7
  • The Windows 7 Boot Sequences
  • Windows 7 Features
  • Windows 7 Administrative Tools
  • Unique Control Panel Utilities
  • Networking and Windows 7
  • Windows 7 System Performance and Optimization
  • Summary
  • Exam Essentials
Lesson 5: Working with Windows Vista
  • Windows Vista Editions
  • Installing Windows Vista
  • The Windows Vista Boot Sequences
  • Windows Vista Features
  • Windows Vista Administrative Tools
  • Distinctive Utilities
  • Networking and Windows Vista
  • Vista System Performance and Optimization
  • Summary
  • Exam Essentials
Lesson 6: Working with Mac OS and Linux
  • Best Practices
  • Tools
  • Features
  • Basic Linux Commands
  • Summary
  • Exam Essentials
Lesson 7: Security
  • Common Prevention Methods
  • Common Security Threats
  • Workstation Security Best Practices
  • Working with Windows OS Security Settings
  • Mobile Device Security
  • Destruction and Disposal Methods
  • Securing a SOHO Network (Wireless)
  • Securing a SOHO Network (Wired)
  • Summary
  • Exam Essentials
Lesson 8: Network Services, Cloud Computing, and Virtualization
  • Understanding Network Services
  • Understanding Cloud Computing and Virtualization
  • Summary
  • Exam Essentials
Lesson 9: Mobile Operating Systems and Connectivity
  • Understanding Mobile Operating Systems
  • Network Connectivity and Email
  • Mobile Device Synchronization
  • Summary
  • Exam Essentials
Lesson 10: Troubleshooting Theory, OSs, and Security
  • Understanding Troubleshooting Theory
  • Troubleshooting Operating Systems
  • Troubleshooting Security Issues
  • Troubleshooting Mobile Issues
  • Troubleshooting Mobile Security Issues
  • Summary
  • Exam Essentials
Lesson 11: Understanding Operational Procedures
  • Understanding Safety Procedures
  • Understanding Environmental Controls
  • Understanding Policies, Licensing, and Privacy
  • Demonstrating Professionalism
  • Summary
  • Exam Essentials
Lesson 12: Appendix A
  • Videos
CompTIA A+ 220-902 Practice Lab
  • Installing Windows - Part 1
  • Installing Windows - Part 2
  • Retrieving System Information
  • Managing System Storage
  • Securing Windows User Account Access
  • Using Windows Features and Tools
  • Understand Domains, Workgroups and Homegroups
  • Configure IPv4 and IPv6 Addressing
  • Understand Computer Name Resolution
  • Understand TCPIP Services Part 1
  • Understand TCPIP Services Part 2
  • Understand TCPIP Services Part 3
  • Configuring Security Policies
  • Identify Security Threats and Vulnerabilities
  • Configuring the Windows Firewall
  • Deploying Anti-Malware Programs
  • Performing System Maintenance
  • Troubleshoot Common System Problems
  • Troubleshoot Network Connectivity Issues
  • Troubleshoot Windows Operating System Errors
  • Understand Computer Virtualization
  • Configuring and Managing Printers
  • Understand Virtual Printing
  • Understand Cloud-Based Applications and Storage
  • Configuring a Mobile Device
  • Configuring E-mail on a Mobile Device
Customer Service Representative (CSR) Exam Prep Curriculum:
Lesson 1: What is Customer Service

In this lesson, we will define customer service and discuss its importance in an organization's success.  In addition, we will explore customer needs, the benefits gained through meeting those needs, and the role of the customer service representative in this process. We will also discuss the concept of social customers.

Lesson 2: The Global Customer

Best-in-class global service is all about delivering the right information in context to optimize business processes, applications, and activities that support service.  In this lesson, we will discuss ways that the CSR can best serve the global customer. 

Lesson 3: Exceptional Customer Service

According to a study by RightNow Technologies, 73 percent of customers leave because of poor customer service. In this lesson, we will discuss ways that organizations can understand, meet, and exceed customer expectations through exceptional customer service. 

Lesson 4: Customer Service Strategy

Most organizations are made of people and customers; therefore, having a strategy for delivering consistently excellent customer service is essential.  In this less we will discuss building a customer service strategy in a way that encourages quality service resulting in customer satisfaction. 

Lesson 5: Critical Workplace Skills

Every organization has expectations of its employees.  In customer service, meeting these expectations is extremely important, as it affects the customers' experience and the health of the business.  In this lesson, we will discuss workplace skills that are critical in customer service.  In addition, we will discuss balancing those skills, setting realistic goals, and how to maximize those skills.

Lesson 6: Problem Solving

In this lesson, we will discuss the importance of the Customer Service Representative in problem solving, resolving conflict, and winning back business through excellent customer service. 

Lesson 7: Extreme Customers and Customer Retention

Every business will encounter challenging situations and difficult customers from time to time.  In this lesson we will discuss approaches for handling challenges and dealing with difficult customers.

Lesson 8: Managing Customer Service

In this lesson, we will discuss effective approaches for managing customer services representatives, such as the provision of training, team-building, a positive environment, and clear expectations. 

Lesson 9: Communication Essentials

In this lesson, we will explore communication styles, discuss the basics of written and verbal communication, and become familiar with the characteristics of effective communication. 

Lesson 10: Customer-Focused Listening

In this lesson, we will discuss effective listening and listening habits along with roadblocks to effective communication. 

Lesson 11: Nonverbal Communication, Dress, and Manners

In this lesson, we will focus on the use of Nonverbal Communication, Dress, and Manners in the best way during interactions with customers. Whether individuals are face-to-face or at a distance from each other, how either party respects and makes the other person feel can manifest in an exciting beginning or an unfortunate ending to a service relationship.

Lesson 12: Telephone and Digital Communication

In this lesson, we will discuss various forms of digital and telephone communication, including web chat, VoIP, telephone service, inbound customer service calls, and outbound telemarketing.

All necessary materials are included.

Certification(s):

This course bundle prepares students to take the CompTIA A+ 220-901 and 220-902 and HDI Customer Service Representative (HDI-CSR) certification exams.


System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.


**Outlines are subject to change, as courses and materials are updated.**