This curriculum is designed to prepare learners for foundational certifications like CompTIA A+ and CompTIA Network+ while also providing them with the essential skills needed to succeed in an IT support/help desk role. These certifications will provide a solid foundation for a career in IT support/help desk roles, enabling learners to effectively troubleshoot, manage, and resolve technical issues in a professional setting. By the end of this program, learners will have gained the knowledge and hands-on experience to pursue these certifications and become effective IT support professionals.
Week 1: Introduction to IT Support & Help Desk Basics
Objectives:
● Understand the IT Support role, including responsibilities and tools.
● Introduce customer service and communication strategies.
● Familiarize students with CompTIA A+ and Network+ certification exams.
Topics:
● Role of IT support/help desk technician
● ITIL framework and service management
● Introduction to ticketing systems and troubleshooting workflows
● Overview of the CompTIA A+ and Network+ certification paths
● Basic communication skills for tech support (active listening, technical explanations)
Resources:
● CompTIA A+ Certification All-in-One Exam Guide by Mike Meyers (Chapter 1, 2)
● ITIL Foundation (Available through various online platforms like Coursera or edX)
Lab Work:
● Simulate a help desk scenario (create a ticket, prioritize, and respond)
● Introduction to ticketing software (e.g., Freshservice, Zendesk)
Week 2: Hardware Fundamentals (CompTIA A+)
Objectives:
● Understand the components of computer hardware.
● Learn about the function of each hardware component and how to troubleshoot common hardware issues.
Topics:
● Overview of computer hardware components (CPU, RAM, motherboard, storage devices, etc.)
● Expansion cards and peripherals (printers, monitors, etc.)
● Power supply and hardware safety
● Common hardware troubleshooting techniques
Resources:
● CompTIA A+ Certification All-in-One Exam Guide by Mike Meyers (Chapter 3, 4)
● The Ultimate Computer Build Guide (YouTube, various PC build videos)
Lab Work:
● Assemble and disassemble a computer system
● Identify and replace components like RAM, hard drives, and power supply
● Use a multimeter to check power supply and component functionality
Week 3: Operating Systems (CompTIA A+)
Objectives:
● Install, configure, and troubleshoot various operating systems (Windows, macOS, Linux).
● Understand operating system components and file structures.
Topics:
● Installing Windows (different versions)
● Exploring Windows file systems (NTFS, FAT32)
● Basic Linux and macOS administration
● OS configuration (users, drivers, security settings)
● Boot issues and OS troubleshooting
Resources:
● CompTIA A+ Certification All-in-One Exam Guide by Mike Meyers (Chapters 5, 6)
● Linux Essentials for Cybersecurity (free resources available at Linux Academy or edX)
Lab Work:
● Install and configure Windows 10/11 and Ubuntu Linux on virtual machines
● Perform basic tasks (create users, install software, check disk, manage services)
Week 4: Networking Fundamentals (CompTIA Network+)
Objectives:
● Learn the fundamentals of networking, including the OSI model, TCP/IP stack, and common protocols.
● Configure and troubleshoot basic networking.
Topics:
● OSI and TCP/IP models
● IP addressing (IPv4, IPv6) and subnetting basics
● Network devices (routers, switches, hubs, firewalls)
● Common protocols (HTTP, FTP, DNS, DHCP, etc.)
Resources:
● CompTIA Network+ Guide to Managing and Troubleshooting Networks by Mike Meyers (Chapters 1-3)
● Networking Fundamentals (Cisco Networking Academy or similar resources)
Lab Work:
● Set up a small local area network (LAN) using physical or virtual devices
● Configure basic IP addressing and subnetting
● Practice using diagnostic tools (ping, tracert, ipconfig, nslookup)
Week 5: IP Addressing & Network Configuration (CompTIA Network+)
Objectives:
● Deepen knowledge of IP addressing and subnetting.
● Learn how to configure network devices and troubleshoot common network problems.
Topics:
● Advanced subnetting and VLSM (Variable Length Subnet Masking)
● IPv4 vs. IPv6 addressing
● DHCP, DNS, NAT, and routing basics
● VLANs and network segmentation
Resources:
● CompTIA Network+ Study Guide by Todd Lammle (Chapters 5-7)
● Packet Tracer (Cisco simulation software for hands-on practice)
Lab Work:
● Subnet a network and assign IPs to devices
● Configure a DHCP server and DNS on a router
● Set up VLANs and practice inter-VLAN routing
Week 6: Network Troubleshooting (CompTIA Network+)
Objectives:
● Develop troubleshooting techniques for network issues.
● Learn to use diagnostic tools to identify and resolve connectivity problems.
Topics:
● Troubleshooting connectivity issues (cabling, switches, routers)
● Common network errors (DNS failures, IP conflicts, latency)
● Tools for network troubleshooting (ping, tracert, netstat, Wireshark)
Resources:
● CompTIA Network+ Guide to Managing and Troubleshooting Networks by Mike Meyers (Chapter 8)
● Wireshark (Free download, great tool for learning network traffic analysis)
Lab Work:
● Troubleshoot and resolve simulated network connectivity issues
● Use Wireshark to capture and analyze network traffic
Week 7: Security Fundamentals (CompTIA A+ & Network+)
Objectives:
● Understand basic security principles, including data protection and secure network communication.
● Learn about securing operating systems, networks, and devices.
Topics:
● Security threats: malware, phishing, ransomware
● Firewalls, antivirus software, and encryption
● User authentication and permissions (password policies, multi-factor authentication)
● Securing wireless networks (WPA, WPA2, and WPA3)
Resources:
● CompTIA Security+ Study Guide by Darril Gibson (free online resources for basics)
● CompTIA Network+ Study Guide (Focus on network security aspects)
Lab Work:
● Configure firewall settings and VPN
● Simulate phishing attacks and practice identifying suspicious emails
● Implement user access control policies
Week 8: Mobile Devices & Remote Access (CompTIA A+)
Objectives:
● Learn to support mobile devices and remote work setups.
● Troubleshoot mobile device and remote access issues.
Topics:
● Mobile device operating systems (Android, iOS)
● Configuring email, VPNs, and Wi-Fi on mobile devices
● Remote desktop tools and accessing systems remotely
● Mobile security issues and troubleshooting
Resources:
● CompTIA A+ Certification All-in-One Exam Guide by Mike Meyers (Chapter 10)
● Mobile device management (MDM) tools overview
Lab Work:
● Set up a VPN on a mobile device and troubleshoot connectivity
● Configure remote desktop access and support common mobile device issues
Week 9: Virtualization & Cloud Computing (CompTIA Network+)
Objectives:
● Learn about virtualization technologies and cloud services.
● Understand how these technologies impact IT support and networking.
Topics:
● Virtual machines and hypervisors (VMware, VirtualBox)
● Cloud computing models (IaaS, PaaS, SaaS)
● Cloud-based services for collaboration and storage (Google Drive, Microsoft OneDrive, AWS)
● Cloud security and access control
Resources:
● Cloud Computing Concepts (LinkedIn Learning or other video tutorials)
● CompTIA Network+ Study Guide (Cloud computing section)
Lab Work:
● Create and configure virtual machines using VMware or VirtualBox
● Set up a cloud storage solution and configure file sharing
Week 10: Exam Preparation - CompTIA A+
Objectives:
● Review all CompTIA A+ exam objectives.
● Practice real-world IT support scenarios and troubleshooting.
Topics:
● Review hardware, OS installation, network configurations, and troubleshooting techniques
● Practice A+ exam questions
● Test-taking strategies
Resources:
● CompTIA A+ Exam Cram by David L. Prowse
● CompTIA A+ Practice Exams (available on multiple websites like ExamCompass)
Lab Work:
● Perform a full IT troubleshooting cycle (diagnose and resolve hardware, OS, and networking issues)
● Practice timed exam simulations
Week 11: Exam Preparation - CompTIA Network+
Objectives:
● Review all CompTIA Network+ exam objectives.
● Practice networking configurations, troubleshooting, and security protocols.
Topics:
● Review networking fundamentals, routing, switching, and network security
● Practice Network+ exam questions
● Exam-taking strategies
Resources:
● CompTIA Network+ Exam Cram by Mike Meyers
● CompTIA Network+ Practice Tests (available on platforms like ExamCompass, Udemy)
Lab Work:
● Complete hands-on exercises involving network setup, IP configuration, and security
● Practice timed Network+ mock exams
Week 12: Final Exam & Capstone Project
Objectives:
● Test student readiness for both CompTIA A+ and Network+ exams.
● Complete a capstone project that incorporates skills learned throughout the course.
Topics:
● Final review of all CompTIA A+ and Network+ exam topics
● Capstone troubleshooting and support project
Resources:
● CompTIA A+ and Network+ Certification Study Guides
● Online practice exams (CompTIA website, MeasureUp)
Lab Work:
● Capstone project: Perform a real-world IT support simulation (e.g., network setup, system installation, troubleshooting)
● Complete final practice exams for A+ and Network+
Assessment & Certification Preparation
● Weekly quizzes and practical lab assessments
● Final review sessions and exam practice
● Encourage students to schedule certification exams for CompTIA A+ and Network+ after course completion
This curriculum ensures that students gain both the theoretical knowledge and hands-on experience required to excel in IT support roles and pass their certification exams.
