Paths
Fundamentals of IT Operations
This collection of courses provides newcomers with the first step they need to start a career in IT. After completing this path, learners should be prepared to begin an... Read more
What you will learn
- Computer Software
- Operating Systems
- Networking Essentials
- Security Essentials
- Business Technology Infrastructure
- Helpdesk Essentials
- Windows 10
- Microsoft Office 2016
Pre-requisites
No prerequisites are required for this path.
Computing Essentials
Learn the fundamentals of computer software and operating systems.
Computer Fundamentals: Hardware
2h 43m
Description
PC hardware options change at a rapid pace, and it can be difficult to know which hardware is needed to match a specific computing need. In this course, Computer Fundamentals: Hardware, you will learn about internal and external PC hardware options to support intelligent decisions regarding the acquisition and upgrade of PC systems. First, you'll learn about PC peripherals that add functionality to a system. Next, you'll explore cable and connector types, internal PC hardware components, and storage devices. Finally, you'll examine which printing technology addresses various needs and you'll learn how to configure a multi-function printing device. When you're finished with this course, you'll have a foundational knowledge of not only PC hardware components, but also of when they should be used.
Table of contents
- Course Overview
- PC Hardware and Use Cases
- Cables and Connectors
- Internal Hardware Components
- PC Storage
- Printer and Multi-function Devices
Computer Fundamentals: Mobile Devices
2h 33m
Description
Aspiring computer technicians must be familiar with the wide world of mobile devices. In this course, Computer Fundamentals: Mobile Devices, you will learn foundational knowledge of configuring, securing, equipping, networking, and synchronizing mobile devices. First, you will see the hardware components of laptops and tablets, including memory, storage, system board, and display. Then, you will discover procedures for performing field upgrades and repair. After that, you will explore the different connectors and ports on today’s laptops, tablets, and phones, as well as the accessories that make them more convenient and practical. Next, you will be shown how to configure both wired and wireless network connectivity and set up e-mail on portable devices. Finally, you will delve into how to ensure that settings and preferences are consistent across multiple computers, and back up data files for safety and disaster recovery. When you are finished with this course, you will have the skills and knowledge of mobile computing needed to configure and support laptop, tablet, and smartphone users in a business environment.
Table of contents
- Course Overview
- Laptop Hardware and Components
- Laptop Display Components
- Laptop Features
- Types of Other Mobile Devices
- Accessories and Ports
- Network Connectivity and Application Support
- Device Synchronization
Computer Fundamentals: Operating Systems
3h 35m
Description
Operating systems are the beating heart of computer systems: the hidden engine that makes everything else possible. Every IT professional must have a solid grounding in modern operating systems. In this course, Computer Fundamentals: Operating Systems, you will see the pros and cons of today’s most popular operating systems and how to set them up for productive and secure computing. First, you will work with different versions of Windows, decide between an in-place upgrade and a clean install, understand domain versus workgroup networking, and understand the basics of PowerShell. Then, you will understand how to build your own management consoles, install applications, set up Windows as a network client, navigate the Linux file system from the Terminal, and secure the macOS. Next, you will be able to navigate the maze of Windows control panels, utilities, and command-line tools and understand when to use which tool. Finally, you will know the best practices for ongoing operating system maintenance and management. By the end of this course, you’ll know the key features of the most popular operating systems: Windows, macOS, and Linux
Table of contents
- Course Overview
- Common Operating Systems and Their Purposes
- Features of Microsoft Windows Versions
- OS Installation Considerations and Upgrade Methods
- Using Microsoft Command-Line Tools
- Using Microsoft OS Features and Tools
- Using Windows Control Panel and Settings Utilities
- Application Installation and Configuration
- Configure Client-side Windows Networking
- macOS Features and Tools
- Linux Features and Tools
Computer Fundamentals: Operational Procedures
1h 41m
Description
Organizations use standard sets of policies and procedures for the consistent application of best practices to ensure IT systems and data are functional and protected. In this course, Computer Fundamentals: Operational Procedures, you will first learn about IT documentation and how to conduct yourself in a professional manner. Next, you'll explore environmental factors, software licensing, how to follow safety guidelines when at work, options that enable centralized change management, and disaster recovery. Finally, you'll examine remote access protocols and the basics of script automation using PowerShell and Bash. By the end of this course you'll have a foundational understanding of best practices to protect and manage IT systems and data.
Table of contents
- Course Overview
- Documentation, Professionalism, and Environmental Factors
- Licensing, Privacy, and Playing It Safe
- Change Management and Disaster Recovery
- Scripting and Remote Access
Networking Essentials
Learn the basics of modern computer networking.
Computer Fundamentals: Networking
2h 12m
Description
Computer networks are at the core of our everyday lives. While any wireless technology is often referred to as wireless, and most networked ones as simply a network, there are multiple different technologies, protocols, and configurations to be done to properly set up a network at home, or in an office. In this course, Computer Fundamentals: Networking, you will learn foundational knowledge of networking services and concepts. First, you will explore what the different networking concepts are. Next, you will discover the different hardware that you will find on a network. Finally, you will discover the different types of networks and internet connection types that are available and learn which one is the best for each scenario. When you’re finished with this course, you will have the skills and knowledge of networking needed to design and configure a home or small office network.
Table of contents
- Course Overview
- What Is Networking?
- Networking Hardware, Services, and Configuration Concepts
- Wireless and Internet Connection Types and Their Features
- IoT Devices and the Smart Home
- Install and Configure a Basic Home and Small Business Network
- Course Conclusion
Practical Networking
3h 27m
Description
In this course, you'll get a practical, hands-on understanding of how to troubleshoot network-related issues. You'll learn all about IPv4 and IPv6 network connectivity, how devices connect to the Internet, how data gets from end to end, how to read a network topology diagram, and more. We also cover specific network troubleshooting techniques and commands including ping, tracert, netsh, ipconfig, and netstat.
Table of contents
- Introduction to Internetworking
- Understanding Internet Connectivity
- Network Troubleshooting Methodology
- Troubleshooting Physical and Layer 2 Connectivity
- Troubleshooting IP Connectivity
- Troubleshooting Applications and the Transport Layer
- Isolating Problem Scopes and Causes
- Web Browsers and HTTP/HTTPS
- Troubleshooting Network Latency
IT Security Essentials
Learn the basics of IT and networking security.
Computer Fundamentals: Security
2h 40m
Description
Aspiring computer technicians must be able to implement security, one of the most important concerns of any IT organization. In this course, Computer Fundamentals: Security, youlll learn the fundamentals of all aspects of computer security. First, you’ll discover elements of physical security such as locks, badges, smartcards and hardware tokens. Then, you’ll learn about secure authentication, “least privilege” protection, permissions, and encryption, with a focus on wireless security and malware prevention, including social engineering attacks such as phishing. Finally, you'll see the laundry list of best practices for securing workstations, mobile devices, and SOHO routers. When you’re finished with this course, you'll be well prepared to implement strong security measures in your organization and prevent the most common security threats from damaging your organization’s systems, data, and people.
Table of contents
- Course Overview
- Physical Security
- Logical Security
- Wireless Authentication and Encryption
- Malware Prevention
- Social Engineering, Threats, and Vulnerabilities
- Permissions and Encryption in Windows
- Securing Workstations: Best Practices
- Securing Mobile Devices
- Decommissioning Storage Securely
- Securing SOHO Networks
End User Security Awareness
1h 10m
Description
Do you have security concerns as more and more of your personal and business information flows through technology? This course will teach you the basic concepts of end user security awareness including how to be proactive on the road, at work, and in your home.
Table of contents
- Introduction
- Strong Passwords
- Social Engineering
- Cyber Security
- Phishing/Spear Phishing/Whaling
- How Physical and Information Security Complement Each Other
- Safer Digital Communications at Work
- Malware at Work
- Mobile Device Security
- Security for Cloud Services
- Identifying Personally Identifiable Information
- Better Security on the Road
Business Technology Essentials
Learn about the key components of modern business technology infrastructure.
Introduction to Business Information Technology
1h 54m
Description
This course will give you a high level technical overview of the IT industry - its classification, how things work in organizations, core components of an infrastructure like server and services, networking, and storage. Then we'll cover the essentials of software development where you'll get to know about the most popular types of applications, languages, and platforms. The target audience of this course are people who are new to IT, want to learn about the bits and pieces of the IT industry, and want to understand the skills required to get their first job, on their way to pursue a career in IT.
Table of contents
- Welcome to IT!
- Business Technology Infrastructure
- Business Software Development
- IT Management
- Staying Ahead Throughout Your Career
Virtualization: The Big Picture
60m
Description
New to virtualization? This course is one of the best entry-level virtualization courses you will find. In this course, Virtualization: The Big Picture, you’ll learn why you need virtualization and the basics of how it works. First, you'll gain an understanding of the IT challenge before virtualization then discover how virtualization solves these challenges by making IT more efficient, lowering costs, improving availability, and making the business more agile. From there, you’ll learn how the virtualization hypervisor uses abstraction to provide these incredible benefits. Finally, you’ll explore how virtualization is used in the public cloud. By the end of this course, you'll truly understand what virtualization is, how it can help you, and, most importantly, feel comfortable with virtualization.
Table of contents
- Introduction
- What Is Virtualization?
- Why Do You Need to Learn Virtualization?
- Virtualization: What's Next?
- Course Overview
Introduction to Microsoft Cloud Services
59m
Description
There are now over 130 million monthly active users on Office 365, and over 90% of the Fortune 500 using at least one Microsoft cloud service. In this day and age, it’s important for any IT Professional to know what Microsoft offers from a cloud computing perspective. This course, Introduction to Microsoft Cloud Services, will focus on the basics of cloud computing by defining at a more general level what the cloud is, why it’s useful and examine how Microsoft fits in each type of cloud offering. First, you will learn about what the cloud is and why it is important. Next, you will discover the different types of cloud computing. Finally, you will explore what Microsoft 365 is and the services it has to offer. When you are finished with this course, you will gain an understanding of why the cloud is so important to today's businesses and know the differences between, public, private, and community clouds.
Table of contents
- Course Overview
- An Introduction to Cloud Computing
- Overview of Microsoft's Cloud Services
- Course Conclusion
Getting Started with Microsoft Messaging Fundamentals
3h 4m
Description
This is a beginner course that will serve as the first step in understanding how a Microsoft-based messaging system works. The basic concepts of Microsoft Exchange and Office 365 will be explained, as will the day-to-day administrative tasks that need to be completed. Common problems that surface while administrating Microsoft Exchange, Office 365, and user connectivity methods will be thoroughly examined. The proper troubleshooting steps required to resolve these issues will also be discussed and then demonstrated to ensure the student has a solid understanding of these important concepts.
Table of contents
- Introduction
- Understanding SMTP
- What Is Microsoft Exchange & Office 365?
- Understanding Active Directory & Azure Active Directory
- Understanding Microsoft Exchange On-premises
- Understanding Client Connectivity to Microsoft Exchange
- Troubleshooting Client Connectivity to Microsoft Exchange
- Creating and Managing Objects within Microsoft Exchange
Basic Administration of SharePoint 2016
1h 44m
Description
SharePoint adoption is increasing rapidly on premises and in the cloud. Don't get left behind, because no matter your current skill set or IT interests, there are one or more areas of SharePoint to build your career around. In this course, Basic Administration of SharePoint 2016, you'll learn to configure and deploy SharePoint. First, you'll delve into SharePoint farm architecture basics. Next, you'll explore the creation and configuration of web applications. Finally, you'll learn how to create site collections and sites, and what you can do with them. By the end of this course, you'll know how to set up SharePoint in a small test environment and be ready to move that farm to a limited production environment.
Table of contents
- Course Overview
- Introducing SharePoint 2016 Basic Administration
- Creating and Configuring Web Applications
- Creating and Configuring Site Collections and Sites
- Creating and Configuring Service Applications
- Managing Users and Permissions
- Recapping the Journey
Help Desk Essentials
Learn the core skills needed for success as part of a customer support team.
Technology Troubleshooting Essentials
2h 7m
Description
IT Systems are hugely complicated, with almost infinite combinations of hardware, software, and peripherals. When you factor in environmental considerations and human error, troubleshooting any problem can be extremely difficult. In this course, you’ll learn the methodologies and processes of troubleshooting, how to reproduce and diagnose problems and issues, and how to fully and accurately document them for engineers and support personnel.
Table of contents
- IT System Troubleshooting Methodologies
- Understanding IT Systems and the Things That Can Affect Them
- Documenting Problems & Solutions for Support Personnel & Engineers
- Remotely Supporting Users and Replicating Problems
Computer Fundamentals: Hardware and Network Troubleshooting
1h 58m
Description
A structured approach to solving computing problems results in cost savings and quicker problem resolution times. In this course, Computer Fundamentals: Hardware and Network Troubleshooting, you will apply troubleshooting steps to a variety of problems. First, you'll learn about the 6-step troubleshooting methodology. Next, you'll see how this methodology is applied to solving issues related to power, hardware components, displays, and printers. Finally, you'll explore how to quickly resolve issues related to mobile devices. When you're finished with this course, you'll know how to effectively apply troubleshooting steps to IT issues.
Table of contents
- Course Overview
- The Troubleshooting Methodology
- Solving Hardware and Storage Issues
- Solving Display and Printing Issues
- Solving Mobile Device and Network Issues
Computer Fundamentals: Software Troubleshooting
1h 28m
Description
Enterprises often use consistent software settings to facilitate installation and troubleshooting of operating systems and application software. In this course, Computer Fundamentals: Software Troubleshooting, you will learn how to diagnose software issues and how to protect systems against malware. First, you'll learn how to fix common Windows boot problems along with how to fix common mobile device operating system configuration issues. Next, you'll gain insight as to how mobile devices can be hardened from a centralized tool. Finally, you'll discover how to identify malware types and take steps to prevent and eradicate malware. When you're finished with this course, you'll have the skills necessary to solve software issues and harden mobile devices.
Table of contents
- Course Overview
- Solving Microsoft Windows OS Issues
- Solving Mobile OS Issues
- Malware Mitigation
Help Desk Essentials: Customer Interaction
3h 24m
Description
This course will help improve the soft skills and customer service skills of both new and existing IT help desk employees.
Table of contents
- Introduction
- Perceptions
- Language
- Communication
- Call Opening
- The Body of the Call
- Closing the Call
- After the Call
Understanding Customer Service Processes and Procedures
1h 3m
Description
Do you strive to increase customer service satisfaction for your company? In this course, Understanding Customer Service Processes and Procedures, you will follow the path of a company that requires customer service processes to improve their overall customer experience. First, you will learn the value of support center customer service policies. Next, you'll learn about customer service processes and procedures. Finally, you will learn all about flow charts, FAQs, and more. When you are finished with this course, you will have the skills and knowledge needed to ensure a successful customer experience.
Table of contents
- Course Overview
- Understanding the Value of Help Desk Processes and Procedures
- Using Flow Charts for Your Customer Support Needs
- Implementing a Troubleshooting FAQ Knowledge Base
Support Center Tools, Technologies, and Metrics
58m
Description
Have you noticed that your company's overall customer support satisfaction needs to be improved, but don't know where or how to start? In this course, Support Center Tools, Technologies, and Metrics, you'll learn how to optimize best practices to ensure the best customer experience. First, you will gain an understanding of the value of evaluating your processes and procedures through an operation excellence model. Next, you will learn about Support Center toolsets and how to leverage them to achieve your business goals. Finally, you'll learn how to evaluate metrics through an operational excellence model. When you are finished with this course, you will have the knowledge and skills necessary to achieve the ultimate Support Center success.
Table of contents
- Course Overview
- Understanding Problem Solving Through Operational Excellence
- Service Center Toolsets
- Metrics Evaluation Through an Operational Excellence Model
Dealing with Irrational Customers and Escalating Complaints
41m
Description
A successful Support Center is prepared for any customer situation. In this course, Dealing with Irrational Customers and Escalating Complaints, you will learn to educate your staff about dealing with irrational customers. First, you will delve into the steps your organization must understand to ensure that even the worst situation is resolved with a great customer service experience. Next, you will learn about maintaining professionalism. Last, you will dive into complaint escalation techniques. When you are finished with this course, you will have the knowledge and skills necessary to deal with any stressful customer service situations your organization might face.
Table of contents
- Maintaining a Professional Approach
- Dealing with Irrational Customers
- Complaint Escalation Techniques
- Course Overview
Microsoft Windows and Office Essentials
Learn the basics of these key productivity applications.
An Introduction to Windows 10
1h 41m
Description
Quickly get up and running with Windows 10! Busy business professionals will learn all about the basic operations, functions, and features of Windows 10. You'll learn the ins and outs of the start menu, taskbar, and Windows 10 apps. You'll explore basic operations and learn to search and surf in Windows 10.
Table of contents
- Getting Started with Windows 10
- Working with the Start Menu and Taskbar
- Action Center and Personalization Settings
- Getting Started with Windows 10 Apps
- Exploring Basic Operations
Microsoft Word (2016): Essentials
1h 32m
Description
Interested in learning how to use Microsoft Word for your job or daily personal use? This course is the one for you! In this course, you will learn how to get started in Word 2016 by exploring the toolbar, ribbon, and changes from previous versions. Next you will learn about all the different things you can do when working with a document in Word 2016. Finally, this course will teach you important information about formatting and working with text and paragraphs to create the perfect finished document. By the end of this course, you'll know your way around Microsoft Word and you'll be able to use its many features for a variety of projects.
Table of contents
- Getting Started
- Working with Documents
- Formatting Text and Paragraphs
Excel 2016 for Windows and Mac: Essentials
2h 53m
Description
Learn the fundamentals of using and creating Excel spreadsheets, including entering and editing data, managing lists, writing formulas and using functions, formatting sheets, and printing your work.
Table of contents
- Getting Acquainted with Excel
- Data Entry Techniques
- Managing Lists with Excel 2016
- Calculating with Formulas and Functions
- Formatting Worksheets
- Printing Worksheets
Using Outlook (2016)
3h 21m
Description
This course introduces the new and improved features of Microsoft Outlook 2016. You'll become familiar with the layout of the Outlook environment, learn best practices for working with and managing email, and how to use the calendar, contacts, and tasks.
Table of contents
- The Basics of Outlook 2016
- Working with Email
- Managing Mail
- Working with the Calendar
- Working with Contacts
- Working with Tasks
- Other Items