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Pass the CCST IT Support exam and launch a career in help-desk, desktop, or IT support with practical, customer-focused training.
In todays always-connected workplace, organizations depend on support professionals who can diagnose issues quickly, communicate clearly with end users, and keep critical systems running. Taught by Cisco expert Jason Gooley, this video course delivers the knowledge and hands-on practice you need to meet that challenge--while fully preparing you for Ciscos CCST IT Support 100-140 certification exam.
Through engaging, bite-sized lessons youll learn to:
By course completion, youll be ready not only to pass the 100-140 exam but also to excel on any contemporary help-desk or desktop-support team.
Professions the Course Prepares You For
Top 3 Marketable Skills Youll Gain
Skill Level
Learn How To
Who Should Take This Course
Course Requirements / Prior Knowledge
Introduction
Module 1: Roles and Responsibilities of an IT Support Technician
Intro
Lesson 1: Introduction to CCST IT Support Technician and Where to Begin?
Learning objectives
1.1 What is an IT Support Technician and is this attainable?
1.2 How to leverage your current experience
1.3 Whats in IT for me?
Lesson 2: Understanding Key Helpdesk Job Tasks and Responsibilities
Learning objectives
2.1 Importance of proper ticket queue management
2.2 Applying time management mechanisms to improve response and resolution times
2.3 Becoming familiar with ticketing systems and their associated best practices
2.4 Keeping up with the Joneses! Why Service-Level Agreements (SLA) are so critical
2.5 Following and meeting your customers Key Performance Indicators (KPIs)
Lesson 3: How to Build Relevant Documentation to Support Customer Engagements
Learning objectives
3.1 How to increase value to the business and its customers by delivering thoughtful, concise, clear, and comprehensive documentation of issues
3.2 Provide documentation that is useful for future IT support interactions with end customers
Module 2: Troubleshooting Fundamentals and Safety Considerations
Intro
Lesson 4: Understanding and Creating Your Own Troubleshooting Workflow
Learning objectives
4.1 What happens before, during, and after your engagement with an end customer
4.2 Typical troubleshooting and diagnostic procedures
4.3 Documenting changes used to resolve the problem and all associated outcomes
Lesson 5: Personal Safety Considerations
Learning Objectives
5.1 How to identify potential risk for electrical shock or fire
5.2 Understanding and protecting against Electrostatic Discharge (ESD)
5.3 Other personal safety procedures and e-waste recycling tips - part 1
5.4 Other personal safety procedures and e-waste recycling tips - part 2
Module 3: Common Computer Components, Ports, and Cable Types
Intro
Lesson 6: Physical Port and Cable Types
Learning Objectives
6.1 Video ports and cable types
6.2 Universal Serial Bus (USB), Thunderbolt port and cable types
6.3 Serial ports and cable types
6.4 Ethernet cable types
6.5 Power cables (Desktop/Laptop/Mobile)
6.6 Cable converters and adaptors
Lesson 7: Common Desktop Computer Hardware Components
Learning Objectives
7.1 A look inside a desktop computer
7.2 How to install hardware components inside a desktop computer
7.3 Installing Random-Access Memory (RAM)
7.4 Installing an internal hard disk drive (HDD)
7.5 Installing a graphics card
7.6 Installing a wireless adapter
7.7 Using device manager to update and manage software drivers
7.8 Understanding internal and external storage devices
Module 4: Troubleshooting Common Computer, Peripherals, and Hardware Issues
Intro
Lesson 8: Common Hardware Issues and Troubleshooting
Learning Objectives
8.1 Troubleshooting power supply issues
8.2 Troubleshooting connectivity issues
8.3 Troubleshooting usability issues
8.4 Compatibility requirements (CPU, RAM, GPU, Storage)
8.5 Leveraging Device Manager to identify hardware issues
8.6 Device status indicators
8.7 Benefits and risk of firmware updates
Lesson 9: Troubleshooting Common Issues with Peripherals
Learning Objectives
9.1 Printer and facsimile (Fax) operations and maintenance
9.2 Troubleshooting a laser printer
9.3 Audio devices (external speakers, headphones, and microphones)
9.4 External input components (keyboard, mouse, scanners, and pointing devices)
9.5 External video devices (webcams, teleconferencing, and touch panels)
Module 5: Windows and Mac Operating System (MacOS), Mobile Device Operations, and Application Issues
Intro
Lesson 10: Common Windows Operating System (OS) and Application Issues
Learning Objectives
10.1 Display settings, multiple displays, brightness, and contrast
10.2 BitLocker codes and use cases
10.3 Windows updates and considerations
10.4 Application updates and considerations
10.5 How to clear your browser cache and website history
10.6 How to terminate applications using Task Manager
10.7 The importance of backing up files
10.8 How to locate files for backup
10.9 Understanding OS boot sequence and safe mode
10.10 Power management, settings and use cases
10.11 Windows user accessibility features
10.12 Enabling Windows user accessibility features
Lesson 11: Common Mac Operating System (macOS) and Application Issues
Learning Objectives
11.1 Changing Mac display settings
11.2 Changing Mac brightness and contrast settings
11.3 Application permissions (privacy, screen recording, etc.)
11.4 Mounting external drives and storage devices
11.5 How to clear your browser cache and website history
11.6 Sharing files using AirDrop
11.7 Using Activity Monitor to terminate processes
11.8 Personal data, how to use backup tools and best practices (iCloud and Time Machine)
11.9 Backup solutions in macOS
11.10 Power management, settings and use cases
11.11 macOS user accessibility features
11.12 Enabling macOS user accessibility features
Lesson 12: Mobile Device Operations and Troubleshooting
Learning Objectives
12.1 How to restart a phone or tablet (iOS and Android)
12.2 Device not charging issues
12.3 Cellular and wireless network connectivity
12.4 Mobile email set up and troubleshooting
12.5 Removing applications on mobile devices
12.6 Installing applications using Marketplace and App store (iOS)
12.7 Installing applications using Marketplace and App store (Android)
12.8 Collaboration software (Webex, etc.)
12.9 Mobile Device Management (MDM) use cases and considerations
12.10 Device OS (iOS)
12.11 Device OS (Android)
Module 6: Network Connectivity Fundamentals
Intro
Lesson 13: General Connectivity and Network-based Resources
Learning Objectives
13.1 Managing user connectivity, policies and resources
13.2 Understanding common directory services such as Active Directory (AD) & cloud management
13.3 Introduction to Entra-ID and Azure Active Directory
13.4 Introduction to AWS Identity (IAM)
13.5 What is Multi-Factor Authentication? Why do we need it?
13.6 Mapping shared drives and accessing cloud storage
13.7 Updating group policies
13.8 Password management
13.9 Verifying security and distribution group membership and permissions
Lesson 14: Network Operations and Fundamentals
Learning Objectives
14.1 Introduction to networking, addressing and security
14.2 Local Area Networks (LAN) and Wide Area Networks (WAN)
14.3 Wireless Local Area Networks (WLAN)
14.4 Wireless SSID concepts
14.5 IPv4 address basics
14.6 Understanding IPv4 address ranges
14.7 What is a subnet mask?
14.8 To The Default Gateway, and BEYOND!
14.9 Firewall use cases and placement
14.10 IP services and address management
14.11 Domain Name System (DNS)
14.12 Dynamic Host Configuration Protocol (DHCP)
Lesson 15: Ipv6 Fundamentals and Verification of Connectivity
Learning Objectives
15.1 What is IPv6?
15.2 Introduction to IPV6 addressing
15.3 IPv6 addressing types
15.4 DHCPv6
15.5 Importance of commands to verify connectivity
15.6 ipconfig and ifconfig commands
15.7 ping command
15.8 Using the ping command
15.9 traceroute and tracert commands
15.10 nslookup command
15.11 netstat command
15.12 ping6 command
15.13 traceroute6 command
15.14 iproute2 (ip addr and ss) commands
Module 7: Cloud, Virtualization, and Productivity Essentials
Intro
Lesson 16: Cloud and Virtualization Essentials
Learning Objectives
16.1 Amazon Web Services (AWS)
16.2 Microsoft Azure
16.3 Google Cloud Platform (GCP)
16.4 Virtual Machines (VM) and hypervisors
16.5 When to escalate cloud incidents to appropriate team
Lesson 17: Productivity Applications
Learning Objectives
17.1 Email, chat, and file sharing applications
17.2 Collaboration tools (video, text, and whiteboarding applications)
17.3 Writing, spreadsheet, and slideshow applications
Module 8: Cybersecurity Fundamentals
Intro
Lesson 18: Introduction to Cybersecurity
Learning Objectives
18.1 Understanding common threats, investigation tools and processes
18.2 Cybersecurity best practices
18.3 Threats and vulnerabilities
18.4 How to scan for and detect malware
18.5 Password hygiene and best practices
18.6 Social engineering, impersonation techniques, and avoidance
18.7 Protecting sensitive data and personally identifiable information (PII)
Module 9: Tools and Applications for IT Support
Lesson 19: Common Tools and Applications for IT Support
Learning Objectives
19.1 Remote Desktop (RDP) and Remote Assistance
19.2 Remote management
19.3 Cisco Webex
19.4 Team Viewer
19.5 Virtual Network Computing (VNC)
19.6 PC Anywhere
Lesson 20: Using Tools to Research and Solve Issues
Learning Objectives
20.1 Knowledgebase (KB) articles
20.2 Technical forums
20.3 Search engine results
20.4 Artificial Intelligence (AI) (narrow, predictive, and generative)
20.5 Risks, privacy, security and ethical considerations of using public data sources
Module 10: IT Mentoring
Intro
Lesson 21: Stories from a Helpdesk Veteran
Learning Objectives
21.1 Communications, conduct, caring, and commitment
21.2 Awkward situations
21.3 Updating documentation
21.4 When to be loud and when to be quiet
21.5 Expanding your expertise
21.6 Building relationships and business allies
21.7 Horror stories from the field
21.8 Safety concerns
Lesson 22: Career Advice and Gaining Experience
Learning Objectives
22.1 Advancing your skillset
22.2 Volunteering for projects
22.3 Mentorship
22.4 Building a home lab
22.5 IT support across verticals and customer relevancy
Lesson 23: Course Summary, Putting it all Together!
Learning Objectives
23.1 Next steps for learning
23.2 Community of peers
23.3 Study habits
23.4 Exam preparation
23.5 Closing thoughts
Summary