Module 1: Introduction to IT Support

• Role of an IT support technician: expectations, responsibilities, career path

• Core technical vs. soft-skills (communication, problem-solving, customer service)

• Overview of the course: what you’ll learn, structure, hands-on labs

• Setting up your lab environment: hardware, virtual machines, tools

Module 2: Fundamentals of Operating Systems

• What an OS does: kernel, drivers, user interface, services

• Installing and configuring Microsoft Windows 10 from scratch

• Updates, patches and why they matter for support

• Basic command-line (PowerShell/Command Prompt) for support tasks

Module 3: Hardware and Peripheral Support

• Identifying and installing key PC components (CPU, RAM, SSD/HDD, GPU)

• Troubleshooting common hardware issues (no-boot, POST errors, driver conflicts)

• Peripheral devices: printers, scanners, external drives

• File & print services: sharing drives and printers in Windows

Module 4: User Accounts, Permissions & Active Directory

• Understanding users, groups, permissions and policies

• Introduction to Active Directory: users, organizational units (OUs), group policy objects (GPOs)

• Creating, managing, troubleshooting user accounts and shared resources

• Best practices for naming, organizing and securing AD

Module 5: Networking for Support Professionals

• Networking fundamentals: IP addressing, DNS, DHCP, routing vs switching

• Connecting Windows clients to network services

• Troubleshooting common network issues: slow network, no network, limited access

• Remote access services: VPN, remote desktop, secure remote support

Module 6: Windows Administration & Performance Monitoring

• Managing disks and storage: partitions, volumes, file systems

• Performance monitoring: CPU, memory, disk, network usage

• Troubleshooting slow machines or resource bottlenecks

• Patch management and updates: strategy, roll-out, rollback

Module 7: Security Essentials for IT Support

• Principle of least privilege, user account control, security updates

• Anti-malware tools, Windows Defender (or equivalent), malware symptoms

• Securing remote sessions, encryption, basic network security hygiene

• Incident response basics: what to do when something goes wrong

Module 8: Troubleshooting & Customer Service in Real World

• Structured troubleshooting methodology: define the problem, isolate cause, implement fix, verify resolution

• Real-world scenarios: software crashes, network dropouts, hardware faults

• Communicating with users: clear, patient, professional—bridging tech-speak and everyday language

• Building a support portfolio: log your labs/projects, create sample resume and interview prep kit (as the course promises)

Module 9: Hands-On Projects & Job-Readiness

• Build a small lab scenario: install Windows, join to AD, assign permissions, share printer, monitor performance

• Troubleshoot a simulated issue: network connectivity + remote access failure + user login issue

• Portfolio creation: document your lab work, draft a support-technician resume, prepare for interview questions