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Part of the Bachelor of Applied Arts and Sciences degree
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About this Course

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This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. In this course, you’ll be introduced to the world of Information Technology, or IT. You’ll learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, troubleshooting, and customer service. This course covers a wide variety of topics in IT that are designed to give you an overview of what’s to come in this certificate program.
By the end of this course, you’ll be able to:
● understand how the binary system works
● assemble a computer from scratch
● choose and install an operating system on a computer
● understand what the Internet is, how it works, and the impact it has in the modern world
● learn how applications are created and how they work under the hood of a computer
● utilize common problem-solving methodologies and soft skills in an Information Technology setting

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

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Beginner Level

Approx. 21 hours to complete

English

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Skills you will gain

Binary Code
Customer Support
Linux
Troubleshooting

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Beginner Level

Approx. 21 hours to complete

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

Instructor

Instructor rating

4.84/5 (52,055 Ratings)

Google Career Certificates
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247 Courses

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This course is part of the 100% online Bachelor of Applied Arts and Sciences from Google. If you are admitted to the full program, your courses count towards your degree learning.

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Syllabus - What you will learn from this course

Content Rating97%(944,663 ratings)

Week1

Week 1

4 hours to complete

Introduction to IT

Welcome to Technical Support Fundamentals, the first course of the IT Support Professional Certificate! By enrolling in this course, you are taking the first step to kickstarting your career in tech. In the first week of the course, we'll learn about how computers were invented, how they've evolved over time, and how they work today. We will also learn about what an "IT Support Specialist" is and what they do in their job. By the end of this module, you will know how to count like a computer using binary and understand why these calculations are so powerful for society. So let's get started!

4 hours to complete

14 videos (Total 46 min), 8 readings, 3 quizzes

14 videos

Program Introduction5mWhat is IT?3mWhat does an IT Support Specialist do?2mCourse Introduction1mFrom Abacus to Analytical Engine5mThe Path to Modern Computers10mKevin: Their career path1mComputer Language2mCharacter Encoding2mBinary2mHow to Count in Binary2mAbstraction2mComputer Architecture Overview2mKevin: Advice for the world of IT1m

8 readings

Navigating Coursera10mProgram Surveys10mHow to Use Discussion Forums10mGet to Know Your Fellow October Completers10mPioneers in Computing and IT10mSupplemental Reading on Logic Gates10mModule 1 Glossary10mAbout Graded Plugins10m

3 practice exercises

Binary10mComputer Architecture4mHow to Count in Binary30m

Week2

Week 2

4 hours to complete

Hardware

4 hours to complete

19 videos (Total 76 min), 10 readings, 4 quizzes

19 videos

Module Introduction2mIntroduction to Computer Hardware4mPrograms, the CPU, and Memory8mJoe: Diversity in IT1mCPU4mRAM3mMotherboards3mPhysical Storage: Hard Drives4mPower Supplies4mMobile Devices3mBatteries and Charging Systems3mPeripherals and Ports3mBIOS4mBen: Skills of IT professionals1mPutting it All Together: Installing The Processor8mPutting it All Together: Adding the RAM And The Drive6mPutting it All Together: Adding Graphics and Other Peripherals.6mMobile Device Repair2mOne program, many futures1m

10 readings

Supplemental Reading for CPUs10mSupplemental Reading for CPU architecture10mSupplemental Reading for Data Storage10mPower Supplies10mSupplemental Readings for Batteries and Charging Systems10mSupplemental Reading on Connector Types10mSupplemental Reading for Projectors10mMobile Display Types10mModule 2 Glossary10mAbout Graded Plugins10m

4 practice exercises

The Modern Computer4mComponents8mStarting It Up8mAssemble a Computer30m

Week3

Week 3

5 hours to complete

Operating System

In the third week of the course we will become familiar with operating systems. We discuss the operating systems that are most widely used today and learn how an operating system interacts with computer hardware. We will learn about the startup process of an operating system and show you how to install the Windows, Linux and Mac OS X operating systems from scratch. At the end of this module you will interact directly with the Windows and Linux operating systems via the Qwiklabs environment.

5 hours to complete

19 videos (Total 50 min), 9 readings, 4 quizzes

19 videos

Module Introduction2mComponents of an Operating System5mFiles and File Systems3mProcess Management2mMemory Management and Virtual Memory1mI/O Management2mInteracting with the OS: User Space2mLogs1mThe Boot Process2mMobile Operating Systems1mCindy: Drive and career path1mChoosing an Operating System2mVirtual Machines1mInstalling Windows 104mInstalling Linux5mWhat is Chrome OS?2mMac OS2mTri Ngo Obstacles & How to be successful in IT1mIntroduction to Qwiklabs1m

9 readings

Supplemental Reading for Chrome OS10mSupplemental Reading for ReFS File System10mBoot Methods10mBoot Methods Best Practices10mSupplemental Reading for Choosing an OS10mWindows 10 & 11 Feature Matrix10mSupplemental Reading for Ubuntu10mModule 3 Glossary10mQwiklabs Introduction10m

2 practice exercises

What is an Operating System?14mInstalling an Operating System8m

Week4

Week 4

2 hours to complete

Networking

In the fourth week of this course, we'll learn about computer networking. We'll explore the history of the Internet and what "The Web" actually is. We'll also discuss topics like Internet privacy, security, and what the future of the Internet may look like. You'll also understand why the Internet has limitations even today. By the end of this module, you will know how the Internet works and recognize both the positive and negative impacts the Internet has had on the world.

2 hours to complete

15 videos (Total 40 min), 2 readings, 2 quizzes

15 videos

Module Introduction3mBasics of Networking7mNetworking Hardware3mTCP/IP1mThe Web3mVictor: First job experiences1mHistory of the Internet3mLimitations of the Internet3mChanging Careers1mImpact3mInternet of Things1mGian: what he does in Android Security1mPrivacy and Security3mHeather: Adkins keeping hackers out2mLearner Story: Melinda40s

2 readings

Supplemental Reading for Internet of Things10mModule 4 Glossary10m

2 practice exercises

Limitations of the Internet12mNetworking50m

Week5

Week 5

3 hours to complete

Software

In the fifth week of this course, we'll learn about computer software. We'll learn about what software actually is and the different types of software you may encounter as an IT Support Specialist. We'll also explore how to manage software and revisit the concept of "abstraction." By the end of this module, you'll use the Qwiklabs environment to install, update and remove software on both Windows and Linux operating systems.

3 hours to complete

10 videos (Total 22 min), 3 readings, 4 quizzes

10 videos

Module Introduction2mHow software is built: Coding, scripting, and programming 2mTypes of Software3mRevisiting Abstraction1mRecipe for Computing3mPhelan: Learning IT in the Navy1mManaging Software2mInstalling, Updating, and Removing Software on Windows2mInstalling, Updating, and Removing Software on Linux1mSoftware Automation1m

3 readings

Common Scripting Solutions10mSupplemental Reading for Software Versioning10mModule 5 Glossary10m

2 practice exercises

Introduction to Software6mInteracting with Software2m

Week6

Week 6

3 hours to complete

Troubleshooting

Congratulations, you've made it to the last week of the course! In the final week, we'll learn about the importance of troubleshooting and customer support. We'll go through some real-world scenarios that you might encounter at a Help Desk or Desktop Support role. We'll learn why empathizing with a user is super important when working in a tech role. Finally, we'll learn why writing documentation is an important aspect of any IT role. By the end of this module, you will utilize soft skills and write documentation to communicate with others.

3 hours to complete

23 videos (Total 65 min), 4 readings, 3 quizzes

23 videos

Module Introduction1mAsk Questions!3mIsolating the Problem3mFollow the Cookie Crumbs2mStart with the Quickest Step First2mTroubleshooting Pitfalls to Avoid1mAmir: Attributes in an IT support space1mIntro to Soft Skills8mAnatomy of an Interaction7mHow to Deal with Difficult Situations Part I5mHow to Deal with Difficult Situations Part II4mTicketing Systems and Documenting Your Work2mProcess Documentation1mDocumenting in Ticketing Systems1mYour Opportunity for Success1mStanding Out from the Crowd3mGetting Ready for the Interview2mWhat to Expect During the Technical Interview2mShowing Your Best Self During the Interview1mInterview Role Play: Customer Service2mCourse Wrap Up2mSabrina: Technology can open doors 1mCongratulations!12s

4 readings

Crafting Your Resume10mCreating Your Elevator Pitch10mModule 6 Glossary10mCourse 1 Glossary10m

3 practice exercises

Troubleshooting Best Practices8mCustomer Service10mTroubleshooting Best Practices30m

Reviews

4.8

32566 reviews

5 stars
85.13%
4 stars
12.70%
3 stars
1.51%
2 stars
0.24%
1 star
0.39%

TOP REVIEWS FROM TECHNICAL SUPPORT FUNDAMENTALS

by NMJul 18, 2022

Great course for beginners and experts. Easy to understand and a good refresher for those who have been into IT for a long date. Recommend it to everyone looking for a high quality course on coursera.

by FKMar 9, 2018

An excellent introductory course. The all around material was well presented, the instructors are doing a great job passing on their knowledge. The weekly assignments were interesting and fun to take.

by KBJun 8, 2021

The course was laid out well, some of the VM stuff is a little janky, but overall a great introductory course. If you are familiar with computers you will breeze through it, I finished it in 3 nights.

by EOJul 19, 2022

The Course is great. I've been a Systems Administrator for the past six years but decided to take this as a refresher and I'm truly refreshed with new ideas and important tools. Can't be happy enough!

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Frequently Asked Questions

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I subscribe to this Certificate?
When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
What is the refund policy?
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.

More questions? Visit the Learner Help Center.

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Technical Support Fundamentals

About this Course

Skills you will gain

Instructor

Google Career Certificates
Top Instructor

Offered by

Google

Start working towards your Bachelor's degree

Syllabus - What you will learn from this course

Introduction to IT

Hardware

Operating System

Networking

Software

Troubleshooting

Reviews

TOP REVIEWS FROM TECHNICAL SUPPORT FUNDAMENTALS

Frequently Asked Questions

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Technical Support Fundamentals

About this Course

Skills you will gain

Instructor

Google Career CertificatesTop Instructor

Offered by

Google

Start working towards your Bachelor's degree

Syllabus - What you will learn from this course

Introduction to IT

Hardware

Operating System

Networking

Software

Troubleshooting

Reviews

TOP REVIEWS FROM TECHNICAL SUPPORT FUNDAMENTALS

Frequently Asked Questions

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