Getting Started in IT Support: Core Skills and Career Pathways (Video Course)

7+ Hours of Video Instruction

Learn the core skills and real-world knowledge you need to start and grow a successful career in IT support.

Getting Started in IT Support: Core Skills and Career Pathways is a comprehensive course designed to prepare you for real-world roles as an IT support technician or helpdesk professional. Whether you are new to IT or looking to transition into a technical support role, this course provides a clear, guided pathway to building the skills that employers value.

You will begin by understanding the core responsibilities of an IT support technician, including how to manage ticket queues, meet Service-Level Agreements (SLAs), and use ticketing systems to improve customer satisfaction. The course also covers time management strategies, how to align with Key Performance Indicators (KPIs), and ways to leverage your current experience to transition into IT.

Next, you will build a strong foundation in troubleshooting workflows, diagnostic procedures, and personal safety practices, including protection from electrical risks and electrostatic discharge. You will also learn how to create and document technical solutions clearly and effectively, helping future support interactions run smoothly.

The course includes mentorship-based insights from seasoned helpdesk professionals, sharing real stories, common challenges, and career development strategies. You will gain valuable guidance on advancing your skill set, volunteering for projects, building a home lab, and applying IT support skills across different industries.

At the end of the course, you will learn how to build strong study habits, join a community of peers, and prepare for entry-level IT certifications such as CCST. This course equips you with both the technical knowledge and the career direction needed to confidently enter and grow in the IT support field.

Learn How to:

• Describe the key roles and responsibilities of an IT support technician to understand job expectations.
• Explain how to leverage prior experience to transition into an IT support career pathway.
• Demonstrate effective management of IT support ticket queues using common ticketing systems.
• Apply time management techniques to improve response and resolution times in a helpdesk environment.
• Analyze Service-Level Agreements (SLA) and customer Key Performance Indicators (KPIs) to ensure service quality.
• Create clear and concise IT support documentation that enhances customer communication and future troubleshooting.
• Develop a systematic troubleshooting workflow to diagnose and resolve IT issues efficiently.
• Identify personal safety risks, including electrical hazards and electrostatic discharge (ESD), and apply protective measures.
• Evaluate professional communication skills and mentoring techniques to build strong workplace relationships.
• Plan a personal development strategy, including hands-on practice and exam preparation, to advance your IT support career.

Who Should Take This Course

This course is ideal for aspiring IT support technicians, career changers, and entry-level IT professionals seeking to build essential skills in troubleshooting, ticket management, and customer service. Perfect for recent graduates, helpdesk staff, and anyone aiming to start or advance their IT support career with practical knowledge and certification preparation.

About Pearson Video Training

Pearson publishes expert-led video tutorials covering a wide selection of technology topics designed to teach you the skills you need to succeed. These professional and personal technology videos feature world-leading author instructors published by your trusted technology brands: Addison-Wesley, Cisco Press, Pearson IT Certification, Sams, and Que. Topics include IT Certification, Network Security, Cisco Technology, Programming, Web Development, Mobile Development, and more. Learn more about Pearson Video training at http://www.informit.com/video.

Table of Contents

Introduction

Module 1: Roles and Responsibilities of an IT Support Technician

Lesson 1: Introduction to CCST IT Support Technician and Where to Begin?

What is an IT Support Technician and is this attainable?

How to leverage your current experience

Whats in IT for me?

Lesson 2: Understanding Key Helpdesk Job Tasks and Responsibilities

Importance of proper ticket queue management

Applying time management mechanisms to improve response and resolution times

Becoming familiar with ticketing systems and their associated best practices

Keeping up with the Joneses! Why Service-Level Agreements (SLA) are so critical

Following and meeting your customers Key Performance Indicators (KPIs)

Lesson 3: How to Build Relevant Documentation to Support Customer Engagements

How to increase value to the business and its customers by delivering thoughtful, concise, clear, and comprehensive documentation of issues

Provide documentation that is useful for future IT support interactions with end customers

Module 2: Troubleshooting Fundamentals and Safety Considerations

Lesson 4: Understanding and Creating Your Own Troubleshooting Workflow

What happens before, during, and after your engagement with an end customer

Typical troubleshooting and diagnostic procedures

Documenting changes used to resolve the problem and all associated outcomes

Lesson 5: Personal Safety Considerations

How to identify potential risk for electrical shock or fire

Understanding and protecting against Electrostatic Discharge (ESD)

Other personal safety procedures and e-waste recycling tips - part 1

Other personal safety procedures and e-waste recycling tips - part 2

Module 3: IT Mentoring

Lesson 6: Stories from a Helpdesk Veteran

Communications, Conduct, Caring, and Commitment

Awkward situations

Updating documentation

When to be loud and when to be quiet

Expanding your expertise

Building relationships and business allies

Horror stories from the field

Safety concerns

Lesson 7: Career Advice and Gaining Experience

Advancing your skillset

Volunteering for projects

Mentorship

Building a home lab

IT Support across verticals and Customer relevancy

Lesson 8:     Course Summary, Putting it all Together!

Next steps for learning

Community of peers

Study habits

Exam preparation

Closing thoughts

Summary

Next steps

Submit Errata