Information Technology Level 1 Help Desk Career Prep

250 Hours / 12 Months / Self-Paced
Retail Price: $1,329.00

Course Overview:

The Information Technology Level 1 Help Desk is a course bundle comprised of CompTIA A+ and Customer Service Representative (CSR) Exam Prep to give students the necessary skills and certifications to be able to be able to achieve success at an entry level IT Help Desk job.  This course prepares the student to take the CompTIA A+ and HDI Customer Service Representative certification exams.  

This course includes FREE access for 12 months to a cloud based lab platform to assist students develop the practical information technology (IT) skills necessary to succeed in high in demand IT jobs.  This cloud based lab solution uses real equipment that enables our students to execute each practical task in a safe environment that is accessible from anywhere without needing to buy their own hardware or risk damage to their own system.

Along with providing the necessary hardware in a virtual environment, students gain access to high quality practical exercises that cover many of the exam topics they will encounter on their certifying exams.

This course bundle prepares students to take the CompTIA A+ 220-1001 and 220-1002 and HDI Customer Service Representative (HDI-CSR) certification exams.

Course Outline:

CompTIA A+ 1001 and 1002 Curriculum:
Chapter 1: Troubleshooting
  • Module A: Troubleshooting theory
  • Module B: Safety
  • Module C: Professionalism
  • Summary
Chapter 2: Motherboards and CPUs
  • Module A: Motherboards
  • Module B: CPUs
  • Summary
Chapter 3: Computer power supplies
  • Module A: Power supply connectors
  • Module B: Power supply installation
  • Module C: Power supply troubleshooting
  • Summary
Chapter 4: Memory
  • Module A: Read-only memory
  • Module B: Random access memory
  • Summary
Chapter 5: Computer expansion
  • Module A: Expansion interfaces
  • Module B: Expansion card installation
  • Module C: Connectors and cables
  • Summary
Chapter 6: Physical storage
  • Module A: Disk drives
  • Module B: RAID storage
  • Module C: Optical drives
  • Module D: Other storage methods
  • Summary
Chapter 7: Input-output devices
  • Module A: Input devices
  • Module B: Output devices
  • Module C: Dual input-output devices
  • Summary
Chapter 8: Display Devices
  • Module A: Display technologies
  • Module B: Display management
  • Summary
Chapter 9: Operating systems
  • Module A: Windows versions and features
  • Module B: Non-Windows operating systems
  • Module C: Operating system installation and upgrades
  • Module D: Applications and scripting
  • Summary
Chapter 10: Windows management
  • Module A: Operating system features and tools
  • Module B: Control Panel utilities
  • Module C: Command-line tools
  • Module D: Troubleshooting
  • Summary
Chapter 11: Network basics
  • Module A: Classifying networks
  • Module B: Network devices
  • Module C: Internet connections
  • Summary
Chapter 12: Network cables and connectors
  • Module A: Twisted-pair connections
  • Module B: Coaxial connections
  • Module C: Optical media
  • Summary
Chapter 13: Network protocols
  • Module A: TCP/IP settings
  • Module B: Transport protocols
  • Module C: Application protocols
  • Summary
Chapter 14: Wireless networking
  • Module A: Wireless technology
  • Module B: Wi-Fi standards
  • Summary
 Chapter 15: Windows networking
  • Module A: Network shares
  • Module B: Network connections
  • Module C: Connection troubleshooting
  • Summary
Chapter 16: Virtualization and cloud computing
  • Module A: Virtualization
  • Module B: Cloud computing
  • Summary
Chapter 17: Mobile devices
  • Module A: Mobile device types
  • Module B: Mobile device configuration
  • Module C: Mobile device troubleshooting
  • Summary
Chapter 18: Security principles
  • Module A: Threats and vulnerabilities
  • Module B: Security controls
  • Summary
Chapter 19: Security technologies
  • Module A: Operating system security
  • Module B: Security hardware and software
  • Summary
Chapter 20: Securing devices and data
  • Module A: Workstation security
  • Module B: Mobile device security
  • Module C: Security troubleshooting
  • Summary
Chapter 21: SOHO network configuration
  • Module A: SOHO router features
  • Module B: Network security
  • Summary
Chapter 22: Printers and multi-function print devices
  • Module A: Printer technologies
  • Module B: Printer installation and maintenance
  • Module C: Printer troubleshooting
  • Summary
Chapter 23: Custom computers
  • Module A: Custom computer considerations
  • Summary
Chapter 24: Operational procedures
  • Module A: IT operations
  • Module B: Environmental factors
  • Module C: Incident response
  • Module D: Backup and recovery
  • Summary
Chapter 25: Appendix A
Chapter 26: Appendix B
  • 3D Objects
Chapter 27: Appendix: 3D Avatar based Simulation
  • 220-1001 3D Game
  • 220-1002 3D Game
Customer Service Representative (CSR) Exam Prep Curriculum:
Lesson 1: What is Customer Service

In this lesson, we will define customer service and discuss its importance in an organization's success.  In addition, we will explore customer needs, the benefits gained through meeting those needs, and the role of the customer service representative in this process. We will also discuss the concept of social customers.

Lesson 2: The Global Customer

Best-in-class global service is all about delivering the right information in context to optimize business processes, applications, and activities that support service.  In this lesson, we will discuss ways that the CSR can best serve the global customer. 

Lesson 3: Exceptional Customer Service

According to a study by RightNow Technologies, 73 percent of customers leave because of poor customer service. In this lesson, we will discuss ways that organizations can understand, meet, and exceed customer expectations through exceptional customer service. 

Lesson 4: Customer Service Strategy

Most organizations are made of people and customers; therefore, having a strategy for delivering consistently excellent customer service is essential.  In this less we will discuss building a customer service strategy in a way that encourages quality service resulting in customer satisfaction. 

Lesson 5: Critical Workplace Skills

Every organization has expectations of its employees.  In customer service, meeting these expectations is extremely important, as it affects the customers' experience and the health of the business.  In this lesson, we will discuss workplace skills that are critical in customer service.  In addition, we will discuss balancing those skills, setting realistic goals, and how to maximize those skills.

Lesson 6: Problem Solving

In this lesson, we will discuss the importance of the Customer Service Representative in problem solving, resolving conflict, and winning back business through excellent customer service. 

Lesson 7: Extreme Customers and Customer Retention

Every business will encounter challenging situations and difficult customers from time to time.  In this lesson we will discuss approaches for handling challenges and dealing with difficult customers.

Lesson 8: Managing Customer Service

In this lesson, we will discuss effective approaches for managing customer services representatives, such as the provision of training, team-building, a positive environment, and clear expectations. 

Lesson 9: Communication Essentials

In this lesson, we will explore communication styles, discuss the basics of written and verbal communication, and become familiar with the characteristics of effective communication. 

Lesson 10: Customer-Focused Listening

In this lesson, we will discuss effective listening and listening habits along with roadblocks to effective communication. 

Lesson 11: Nonverbal Communication, Dress, and Manners

In this lesson, we will focus on the use of Nonverbal Communication, Dress, and Manners in the best way during interactions with customers. Whether individuals are face-to-face or at a distance from each other, how either party respects and makes the other person feel can manifest in an exciting beginning or an unfortunate ending to a service relationship.

Lesson 12: Telephone and Digital Communication

In this lesson, we will discuss various forms of digital and telephone communication, including web chat, VoIP, telephone service, inbound customer service calls, and outbound telemarketing.

All necessary materials are included.

Certification(s):

This course bundle prepares students to take the CompTIA A+ 220-1001 and 220-1002 and HDI Customer Service Representative (HDI-CSR) certification exams.


System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.


**Outlines are subject to change, as courses and materials are updated.**