Notice of Non-Discrimination Policy: Mattapan/Greater Boston Technology Learning Center, Inc. is a Massachusetts-registered career training school. We admit students of any race, religion, sexual orientation, color, national, and ethnic origin to all the rights, privileges, programs, and activities generally accorded or made available to students at the school. We do not discriminate on the basis of race, sexual orientation, color, or national origin in the administration of our educational policies, scholarship and loan programs, or any other school-administered programs.

IT Technical Support Hands-On Training Program

Program Overview

Type: Hybrid

Course Duration: 12 Weeks

Weekly Commitment: 15 Hours (10 Hours of Hands-on Practice + 5 Hours of Theory)

Curriculum

Week 1: Foundations of IT Support

  • Introduction to IT Technical Support
  • Role and responsibilities of an IT Support Specialist
  • Overview of the IT infrastructure
  • Hardware Fundamentals
    • Identifying and understanding computer components
    • Basic hardware troubleshooting techniques

Week 2: Operating Systems Essentials

  • Windows OS
    • Installation, configuration, and updates
    • User account management and permissions
  • Linux & macOS Basics
    • Key differences and common troubleshooting scenarios

Week 3: Networking Basics

  • Networking Fundamentals
    • Understanding IP addressing, DNS, and DHCP
    • Network hardware: routers, switches, and modems
  • Troubleshooting Network Connectivity
    • Diagnosing network issues
    • Using tools like ping, traceroute, and network monitors

Week 4: Software Support and Troubleshooting

  • Applications and Software Support
    • Common issues with popular software (e.g., MS Office, Adobe)
    • Software installation and configuration
  • Antivirus and Security Tools
    • Identifying and removing malware
    • Updating security software

Week 5: Peripheral Devices and Support

  • Printers and Scanners
    • Installation, configuration, and troubleshooting
  • External Devices
    • USBs, external drives, and accessories troubleshooting

Week 6: Advanced Networking

  • Wireless Networking
    • Configuring and troubleshooting Wi-Fi connections
  • Advanced Network Troubleshooting
    • Using advanced tools: Wireshark, Netstat
    • Network performance optimization

Week 7: IT Security Basics

  • Cybersecurity Essentials
    • Common security threats: phishing, ransomware, DDoS
    • Best practices for securing IT systems
  • User Education
    • Training users on cybersecurity practices

Week 8: Virtualization and Cloud Support

  • Virtual Machines (VMs)
    • Introduction to virtualization
    • Setting up and managing VMs
  • Cloud Services
    • Basics of cloud platforms (AWS, Google Cloud, Azure)
    • Troubleshooting common cloud-related issues

Week 9: Mobile Device Management

  • Mobile Platforms
    • Troubleshooting iOS and Android devices
  • Device Synchronization
    • Configuring and managing device sync

Week 10: Customer Support Skills

  • Soft Skills for IT Support
    • Communication techniques for tech and non-tech audiences
    • Problem-solving methodologies
  • Handling Difficult Situations
    • Managing stress and de-escalating customer frustrations

Week 11: Certification Preparation

  • CompTIA A+ Exam Prep
    • Review of core concepts and practice tests
  • Real-World Scenarios
    • Mock support calls and live troubleshooting simulations

Week 12: Capstone Project & Career Development

  • Capstone Project
    • Resolve a real-world IT support issue end-to-end
  • Career Readiness
    • Resume building and interview skills for IT support roles
    • Job placement guidance and networking tips

Tools and Technologies Used

Tools: Windows OS, Linux Terminal, MAC OS, C, HTML, Python, Google Workspace

Certifications Supported: CompTIA A+, Network+ (optional)

Outcome

Graduates will be equipped with hands-on skills, industry-standard certification options, and job-ready expertise to excel in IT technical support roles.

Click here to apply