IBM IT Support Professional Certificate Course Syllabus

Overview: This IBM IT Support Professional Certificate program is designed for beginners seeking to launch a career in IT support. The course provides a comprehensive foundation in technical support, computer hardware and software, networking, and security fundamentals. Through hands-on labs and real-world case studies, learners gain practical experience in troubleshooting, system administration, and customer service. The program is self-paced, with an estimated total time commitment of 35-50 hours, making it ideal for individuals balancing learning with other responsibilities.

Module 1: Introduction to Technical Support

Estimated time: 5 hours

• Understand the roles and responsibilities of technical support professionals
• Explore career paths within the IT support field
• Develop a customer-centric mindset for effective support
• Learn about common support tools and communication channels

Module 2: Computer Hardware and Software

Estimated time: 12 hours

• Identify components of computer systems and their functions
• Install, configure, and manage operating systems
• Troubleshoot common software issues and application errors
• Integrate and manage peripheral devices with computer systems

Module 3: Networking and Security Fundamentals

Estimated time: 14 hours

• Understand networking concepts including protocols, topologies, and architectures
• Configure and troubleshoot IP addressing and subnetting
• Apply fundamental cybersecurity principles and best practices
• Identify and mitigate common security threats

Module 4: Operating Systems: Windows and Linux

Estimated time: 10 hours

• Perform installation and configuration of Windows and Linux systems
• Manage system updates, user accounts, and file systems
• Diagnose and resolve common OS-related issues

Module 5: Technical Support Case Studies and Capstone

Estimated time: 9 hours

• Apply knowledge to real-world technical support scenarios
• Complete hands-on labs simulating common IT support tasks
• Develop problem-solving strategies for complex technical issues

Module 6: Final Project

Estimated time: 10 hours

• Deliverable 1: Documented resolution of a multi-layered technical issue
• Deliverable 2: Customer service simulation with troubleshooting report
• Deliverable 3: Resume and interview preparation for entry-level IT roles

Prerequisites

• No prior IT experience required
• Basic computer literacy
• Access to a computer and reliable internet for labs

What You'll Be Able to Do After

• Diagnose and resolve hardware and software issues
• Configure and maintain Windows and Linux operating systems
• Apply networking and security fundamentals in real-world environments
• Provide effective technical support using customer service best practices
• Prepare for entry-level IT support roles with a professional portfolio