Help Desk Technician Program Description
Foundational training for long-term success as an IT professional.
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Overview
Our help desk technician training program provides an incredibly thorough breakdown of the skills and competencies professionals need to establish an exciting career in IT. It’s broken into eight straightforward, easy-to-digest courses that cover a variety of topics, including Microsoft Office, technical writing, trouble-shooting strategies, and so much more.
Program Timeline
Timelines are specific to each individual learner, but everyone has 12 months of full online access. Need more time? Call us for an extension.
8 individual courses
12 months of full program access
Training Format
Your day-to-day is packed with enough responsibility that you might be wondering where career training fits in. Don’t worry - our program is built for flexibility with 24/7 global access so you can learn anywhere at any time.
Learn from home (or anywhere)
Train online (anytime)
Support
Training for a new career can be stressful, but you don’t have to do it alone. Our dedicated Learner Support Team is always standing by, ready to help by answering your questions, offering extra guidance, or troubleshooting technical issues.
One-on-one support
Phone, live chat, and email
Help Desk Technician Program Outline
Our Help Desk Technician Program is divided into 8 courses and includes 24/7 online access and on-demand support. Check out the modules below to see exactly what you’ll learn.
Program Orientation: Help Desk Technician
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Initiate the Help Desk Technician program.
Computer Fundamentals
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Help learners gain a solid foundation of digital technology knowledge and skills that can be applied in everyday life as well as in any career or profession.
Microsoft Office 2019: Specialist
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Explore, interact, and apply Microsoft Word features and functions at the beginner, intermediate, and advanced level.
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Explore, interact, and apply Microsoft Excel features and functions at the beginner, intermediate, and advanced level.
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Explore, interact, and apply Microsoft PowerPoint features and functions at the beginner, intermediate, and advanced level.
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Explore, interact, and apply Microsoft Outlook features and functions at the beginner and intermediate level.
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Expand your understanding of the Microsoft software through experimentation, critical thought, and personalization skills.
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Engage in real-world scenarios to reinforce critical skills when using Microsoft Word, Excel, PowerPoint, and Outlook in an educational or professional setting.
A+ Core 1
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Disassemble and reassemble a desktop computer safely.
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Disassemble and reassemble a laptop computer safely.
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Describe and contrast various types and features of motherboards.
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Configure a motherboard using BIOS/UEFI firmware.
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Maintain a motherboard by updating drivers and firmware, using jumpers to clear BIOS/UEFI settings, and replacing the CMOS battery.
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Select, install, and support a hard drive.
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Explain the TCP/IP protocols and standards Windows uses for networking.
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Identify, compare, and contrast hardware used to build local networks.
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Troubleshoot network connectivity problems caused by firmware, operating systems, and applications.
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Identify and use significant features of Android, iOS, Windows Mobile, and Chrome OS mobile operating systems.
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Support cloud computing services on a network.
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Install and share printers and manage printer features, add-on devices, and the printer queue.
A+ Core 2
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Plan a Windows installation.
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Configure Windows settings after the installation.
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Describe special concerns when installing Windows in a large enterprise.
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Use Windows tools, including Disk Management, to manage hard drives.
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Explain how to secure resources on a network via physical and logical access control, user authentication, and user education.
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Recognize malicious software and remove it to protect personal computers.
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Use and support macOS for Apple computers.
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Use and support Linux distributions with graphical and command-line interfaces.
Service Desk Professional
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Explain the service desk's role in achieving high customer satisfaction.
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Summarize best practices for active listening and effective communication as a service desk professional.
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Summarize best practices for using the telephone in a service desk context.
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Summarize best practices for technical writing in a professional support context.
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Identify strategies for handling difficult customer situations as a support professional.
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Identify strategies for solving and preventing incidents and problems and a support desk context.
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Describe the business skills necessary to thrive as a service desk professional.
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Summarize best practices for working in teams as a support professional.
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Identify strategies for managing stress and avoiding burnout as a service desk professional.
Computer User Support
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Identify the customer service skills that most benefit computer user support agents.
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Summarize best practices for technical writing.
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Outline strategies for troubleshooting computer problems.
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Describe common support problems and strategies for solving them.
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Summarize best practices for help desk operation.
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Outline effective strategies for managing user support groups.
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Summarize effective principles for product evaluation and support standards.
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Outline the purposes and tasks of a typical end-user needs assessment.
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Explain the typical challenges and responsibilities associated with installing and managing end-user technology.
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Summarize best practices for conducting technology training for users.
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Identify common useful tools and utilities for user support agents.
Program Completion: Help Desk Technician
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Prepare to take next steps for program completion.
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Help Desk Technician Certifications
CareerStep's online Help Desk Technician training covers the knowledge and skills you need to successfully sit for industry-recognized certification. We want to support our learners in securing the certification that fits based upon your career goals and current job requirements. Your training includes up to three different exam vouchers for the certifications listed below - a significant value add of several hundred dollars.
Microsoft Office Specialist (MOS)
Being certified as a Microsoft Office Specialist demonstrates you have the skills needed to get the most out of Office.
CompTIA A+
The CompTIA A+ performance-based exams certify foundational IT skills across a variety of devices and operating systems.
Documents
Ready to Get Started?
Call (800) 411-7073
to speak with a career advisor