Must-Have Tools for IT Support: Remote Access, AI, and Troubleshooting (Video Course)

1+ Hours of Video Instruction

Equip yourself with the top remote access, AI, and troubleshooting tools every IT support pro needs to resolve issues faster and smarter.

In todays fast-paced digital world, IT support professionals need both strong technical knowledge and the right tools to deliver fast, secure, and effective support from anywhere. This comprehensive course teaches you the essential IT support tools used by top professionals to manage devices remotely, solve complex issues, and provide real-time support using modern technologies such as Remote Desktop, AI, and advanced troubleshooting platforms.

Youll get hands-on knowledge of popular remote access tools such as RDP (Remote Desktop Protocol), Cisco Webex, TeamViewer, Virtual Network Computing (VNC), and PC Anywhere, and understand how each tool fits different support scenarios. Youll also learn how to use AI-powered support tools, technical forums, and search engines to research and resolve IT problems faster. This course explores narrow AI, predictive AI, and generative AI to help you understand how artificial intelligence is transforming help desk operations

This course also covers essential security, privacy, and ethical considerations that every IT support professional must understand when using public data sources and remote access tools. Whether you are just starting in IT support or looking to enhance your skills with modern tools and best practices, this course provides everything you need to work smarter and more efficiently.

Learn How to:

• Identify essential remote access tools such as RDP, TeamViewer, Cisco Webex, VNC, and PC Anywhere used in IT support environments.
• Explain the setup, use, and differences between remote management solutions for technical support tasks.
• Demonstrate how to initiate and manage remote sessions to troubleshoot and resolve user issues.
• Apply search strategies using knowledge base articles, technical forums, and search engines to diagnose and fix IT problems.
• Analyze the role of artificial intelligence in IT support, including the use of narrow, predictive, and generative AI tools.
• Evaluate the security, privacy, and ethical risks associated with using public data sources and AI for IT troubleshooting.

Who Should Take This Course

This course is perfect for IT support professionals, help desk technicians, and aspiring IT specialists who want to master remote access tools and AI-driven troubleshooting to provide fast and secure technical support.

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: Tools and Applications for IT Support

Lesson 1: Common Tools and Applications for IT Support

Remote Desktop (RDP) and Remote Assistance

Remote management

Cisco Webex

Team Viewer

Virtual Network Computing (VNC)

PC Anywhere

Lesson 2: Using Tools to Research and Solve Issues

Knowledgebase (KB) articles

Technical forums

Search engine results

Artificial Intelligence (AI) (Narrow, Predictive, and Generative)

Risks, privacy, security and ethical considerations of using public data sources

Summary

Next steps

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