IT Support Specialist: Basics of Technical Assistance and Communication

This course is designed for beginners who are interested in launching a career in IT through technical support roles or want to strengthen their foundational technical skills. Whether you are considering your first job in IT or aiming to transition from another field, this program will provide you with the essential knowledge, practical tools, and communication strategies needed to succeed as an IT Support Specialist.

Throughout the course, you will gain a clear understanding of the responsibilities and daily tasks of IT support professionals, including helpdesk, service desk, and product support roles. You will learn about the typical workflows, such as ticket registration, user assistance, troubleshooting, and basic diagnostics. The curriculum covers the core technical knowledge required for the job: operating systems (Windows, macOS, Linux), computer hardware and peripherals, networking basics (IP, Wi-Fi, DNS), and remote access tools.

In addition to technical skills, the course emphasizes the use of industry-standard software and ticketing systems (Jira Service Desk, Zendesk, Freshdesk), corporate communication tools (Outlook, MS Teams, Google Workspace), and ITSM concepts like SLA. You will practice documenting issues and solutions, and learn how to use remote support and monitoring tools effectively.

Problem-solving is at the heart of IT support. You will develop a systematic approach to diagnosing issues, asking the right questions, and escalating when necessary. The course also addresses working with knowledge bases and documentation, as well as the importance of continuous learning and growth.

Equally important are communication and empathy skills. You will explore emotional intelligence, how to handle difficult users, and the ethical standards expected in IT support. The course provides guidance on explaining technical concepts to non-technical users and maintaining professionalism, confidentiality, and accuracy.

You will also gain insights into the differences between support in various environments (corporate, startup, product, government), and understand the distinction between user and team support. The program concludes with an overview of career growth opportunities, certifications (CompTIA, ITIL, Google IT Support), and the competencies valued in the industry.

By the end of this course, you will be able to:

• Understand the core functions and responsibilities of IT support specialists
• Perform basic troubleshooting and diagnostics for common technical issues
• Utilize key tools and software for ticketing, communication, and remote support
• Apply best practices in documentation and problem resolution
• Communicate effectively and empathetically with users
• Recognize career development pathways and industry expectations

This course is ideal for aspiring IT support professionals, career changers, and anyone seeking to build a solid technical foundation for further growth in IT.