Technical Support Fundamentals Course Syllabus
Full curriculum breakdown — modules, lessons, estimated time, and outcomes.
This course provides a comprehensive introduction to the world of IT support, designed for beginners aiming to launch a career as a technical support technician. Through a blend of theory, interactive videos, and hands-on labs, you'll explore core concepts in computing, from binary systems to operating systems, networking, and troubleshooting. The course spans approximately 21 hours of content, divided into six well-structured modules, each building practical skills using realistic scenarios. With lifetime access and support from Google, you'll gain confidence in technical and customer service abilities, preparing you for entry-level IT roles.
Module 1: Introduction to IT and Binary
Estimated time: 3 hours
- History of computers and modern computing evolution
- Understanding the binary system and data representation
- Role and responsibilities of an IT support specialist
- Introduction to lab environments and interactive tools
Module 2: Hardware Fundamentals
Estimated time: 4 hours
- Internal components of a computer (CPU, RAM, storage, motherboard)
- Power supply and peripheral connections
- Assembling a PC from scratch
- Troubleshooting common hardware issues
Module 3: Operating Systems Setup
Estimated time: 4 hours
- OS architecture and core functions
- Boot process and system initialization
- Installing Windows, Linux, and macOS in lab environments
- Basic configuration and user setup
Module 4: Networking Essentials
Estimated time: 4 hours
- How the Internet works and network fundamentals
- TCP/IP model and protocol suite
- DNS, DHCP, and IP addressing
- Configuring network settings and testing connectivity
Module 5: Software & Applications
Estimated time: 3 hours
- Types of software: system, application, and utility
- Software installation and removal processes
- Using CLI and GUI tools for software management
- Understanding abstraction layers and system resources
Module 6: Troubleshooting & Customer Service
Estimated time: 3 hours
- Structured troubleshooting methodologies
- Effective communication and active listening
- Documentation best practices
- Empathy and de-escalation in customer service
Prerequisites
- Basic computer literacy
- No prior IT experience required
- Access to a modern web browser and internet connection
What You'll Be Able to Do After
- Convert between binary and decimal number systems
- Assemble and troubleshoot computer hardware components
- Install and configure Windows, Linux, and macOS operating systems
- Configure and test basic network settings using DNS, DHCP, and TCP/IP
- Apply problem-solving techniques and deliver empathetic customer support