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Phase 1: Help Desk Technician Curriculum

Duration: 12 weeks (Months 1-3)
Total Hours: 180 hours (15 hours/week)
Level: Zero to Job-Ready
Target Certification: ITIL v4 Foundation, CompTIA A+ (optional)

🎯 Phase Overview

Goal: Land your first IT job (Help Desk / Service Desk Technician)

By the end of Phase 1, you will:

  • Understand IT department structure and professional workflows
  • Master systematic troubleshooting methodology
  • Configure and troubleshoot Windows 10/11
  • Build and diagnose PC hardware
  • Configure basic networks (TCP/IP, DNS, DHCP)
  • Handle customer interactions professionally
  • Use ticketing systems (Jira, ServiceNow)
  • Have a portfolio ready for job applications

Outcome: Ready for Help Desk / Service Desk roles ($400-800 USD/mo LATAM, $35-50K USD/mo US)

📋 Module Breakdown

Module Topic Duration Hours Labs Certification
1.1 IT Professional Fundamentals 2 weeks 30 5 ITIL v4 Foundation
1.2 Hardware & Troubleshooting 3 weeks 45 8 CompTIA A+ Core 1
1.3 Windows Client Administration 3 weeks 45 12 MD-102 (optional)
1.4 Basic Networking 2 weeks 30 10 Network+ (studying)
1.5 Customer Service & Soft Skills 1 week 15 5 —
1.6 Ticketing Systems 1 week 15 5 —
1.7 Final Project & Job Prep 1 week 30 3 Portfolio
Total 12 weeks 180 hours 43 labs

Module 1.1: IT Professional Fundamentals

Duration: 2 weeks (30 hours)
Certification: ITIL v4 Foundation

Learning Objectives

After completing this module, you will be able to:

  • Explain IT department structure and common roles (Help Desk, SysAdmin, DevOps)
  • Describe the ticket lifecycle from creation to closure
  • Apply ITIL v4 terminology (Incident, Request, Problem, Change)
  • Create professional knowledge base articles
  • Use the 6-step troubleshooting methodology
  • Communicate professionally via email, phone, and chat

Core Topics

  1. What Does IT Actually Do?

    • IT as business enabler (not cost center)
    • Department structure: Help Desk → SysAdmin → Engineering
    • Career paths and specializations

  2. Ticketing System Workflow

    • Ticket creation and classification
    • Prioritization (urgency × impact)
    • Assignment and escalation
    • Resolution and closure
    • SLA (Service Level Agreement) basics

  3. ITIL v4 Fundamentals

    • Incident vs Request vs Problem vs Change
    • Service Request fulfillment
    • Major Incident management
    • Change Advisory Board (CAB)
    • Continual Improvement

  4. Knowledge Base Management

    • Why documentation matters
    • Article structure (problem, solution, steps)
    • Screenshot best practices
    • Search optimization (keywords, tags)

  5. Professional Communication

    • Email etiquette (subject lines, tone, signatures)
    • Phone skills (greeting, hold procedure, closure)
    • Chat support (response time, multitasking)
    • De-escalation techniques

  6. Troubleshooting Methodology

    • CompTIA 6-step process:
      1. Identify the problem
      2. Establish theory of probable cause
      3. Test the theory
      4. Establish action plan
      5. Verify full functionality
      6. Document findings

Hands-On Labs

Lab 1.1.1: IT Department Research (2 hours)

  1. Research 5 IT job postings (Help Desk, SysAdmin, DevOps)
  2. Document required skills for each role
  3. Create career progression map
  4. Deliverable: 1-page career path document

Lab 1.1.2: Ticketing System Setup (3 hours)

  1. Sign up for Jira Service Management (free tier: up to 3 agents)
  2. Create project: "IT Help Desk Simulation"
  3. Configure ticket types: Incident, Service Request, Problem
  4. Set up email integration (test@yourproject.atlassian.net)
  5. Deliverable: Screenshot of configured project

Lab 1.1.3: Create Sample Tickets (3 hours)

  1. Create 10 sample tickets with different scenarios:
    • Password reset (Service Request)
    • Printer not working (Incident)
    • Software installation request (Service Request)
    • Network outage (Major Incident)
    • New employee setup (Service Request)
  2. Categorize each ticket properly
  3. Set appropriate priority levels
  4. Deliverable: 10 tickets with proper categorization

Lab 1.1.4: Knowledge Base Creation (4 hours)

  1. Write 5 KB articles for common issues:
    • "How to Reset Your Password"
    • "Printer Troubleshooting Steps"
    • "Setting Up Email on Mobile"
    • "Connecting to Wi-Fi"
    • "Software Installation Request Process"
  2. Include screenshots for each step
  3. Use clear, non-technical language
  4. Deliverable: 5 published KB articles

Lab 1.1.5: ITIL Scenario Practice (4 hours)

  1. Review 20 ITIL scenario questions (see Resources)
  2. For each scenario, identify:
    • Is it Incident, Request, Problem, or Change?
    • What is the priority?
    • What is the next step?
  3. Document reasoning for each answer
  4. Deliverable: Completed scenario worksheet

Lab 1.1.6: Email Etiquette Practice (2 hours)

  1. Write 10 professional emails:
    • Password reset confirmation
    • Escalation notification
    • SLA breach warning
    • Resolution confirmation
    • Follow-up survey request
  2. Review for tone, clarity, professionalism
  3. Deliverable: 10 email templates

Lab 1.1.7: Troubleshooting Flowchart (4 hours)

  1. Choose 3 common issues (password, printer, Wi-Fi)
  2. Create flowchart for each using draw.io (free)
  3. Include decision points and resolution paths
  4. Deliverable: 3 troubleshooting flowcharts

Lab 1.1.8: Mock Call Practice (3 hours)

  1. Record yourself handling 5 scenarios:
    • Angry user (password reset)
    • Confused user (email setup)
    • VIP user (urgent request)
    • Repetitive caller (same issue)
    • Language barrier situation
  2. Review recordings for tone, clarity, empathy
  3. Re-record with improvements
  4. Deliverable: 5 audio recordings + self-assessment

Lab 1.1.9: SLA Configuration (3 hours)

  1. In Jira, configure SLAs:
    • Priority 1 (Critical): 1 hour response, 4 hour resolution
    • Priority 2 (High): 4 hour response, 8 hour resolution
    • Priority 3 (Medium): 8 hour response, 24 hour resolution
    • Priority 4 (Low): 24 hour response, 5 day resolution
  2. Test breach scenarios
  3. Create SLA report
  4. Deliverable: SLA configuration screenshot + report

Lab 1.1.10: Role-Play Scenarios (2 hours)

  1. Pair with study partner or use AI role-play
  2. Practice 10 ticket scenarios end-to-end
  3. Focus on:
    • Professional greeting
    • Information gathering
    • Setting expectations
    • Closure confirmation
  4. Deliverable: Scenario completion log

Assessment Criteria

Component Weight Passing Score
Lab Completion (10 labs) 40% 80% of labs done
KB Article Quality 20% Clear, accurate, searchable
ITIL Scenario Exam 20% 80% correct (40/50 questions)
Mock Call Performance 20% Professional tone, proper procedure

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
ITIL 4 Foundation Complete Course YouTube (4h) Watch ⭐⭐⭐⭐⭐
Jira Service Management Free Platform Sign Up ⭐⭐⭐⭐⭐
ITIL Terminology Cheat Sheet PDF Download ⭐⭐⭐⭐
CompTIA A+ Core 1 Chapter 1-2 Book Library/Used ⭐⭐⭐⭐
Help Desk Ticketing Systems Explained YouTube (30min) Watch ⭐⭐⭐⭐

Module 1.2: Hardware & Troubleshooting

Duration: 3 weeks (45 hours)
Certification: CompTIA A+ Core 1 (220-1201)

Learning Objectives

After completing this module, you will be able to:

  • Identify all PC components and explain their functions
  • Apply systematic troubleshooting methodology to hardware issues
  • Diagnose common hardware failures (HDD, RAM, PSU, GPU)
  • Use diagnostic tools (CrystalDiskInfo, MemTest86, HWMonitor)
  • Build a PC from scratch (physical or virtual)
  • Determine when to repair vs replace hardware

Core Topics

  1. PC Anatomy

    • CPU (sockets, cores, threads, clock speed)
    • RAM (DDR4 vs DDR5, speeds, capacities)
    • Storage (HDD vs SSD vs NVMe)
    • Motherboard (form factors, chipsets, ports)
    • PSU (wattage, efficiency ratings, connectors)
    • GPU (integrated vs discrete, VRAM)
    • Cooling (air vs liquid, thermal paste)

  2. Storage Technologies

    • HDD: platters, read/write heads, RPM (5400, 7200)
    • SSD: SATA vs NVMe, NAND types, TBW ratings
    • Performance comparison (sequential vs random)
    • Failure symptoms and diagnostics

  3. Common Hardware Failures

    • No power (PSU, motherboard, front panel connectors)
    • No display (RAM, GPU, monitor, cables)
    • Overheating (thermal paste, fans, dust)
    • Blue Screen of Death (RAM, drivers, HDD)
    • Slow performance (HDD failure, insufficient RAM)
    • Peripheral failures (USB, keyboard, mouse)

  4. Diagnostic Tools

    • CrystalDiskInfo (drive health)
    • MemTest86 (RAM testing)
    • HWMonitor (temperatures, voltages)
    • Built-in diagnostics (BIOS/UEFI)
    • Multimeter (PSU testing)

  5. Laptop-Specific Hardware

    • Battery health and replacement
    • Screen issues (backlight, inverter, LCD)
    • Keyboard replacement
    • Docking station troubleshooting
    • Thermal throttling

  6. Peripheral Troubleshooting

    • Printers (paper jams, driver issues, network)
    • Monitors (resolution, refresh rate, cables)
    • USB devices (power, drivers, ports)
    • Network adapters (Ethernet, Wi-Fi)

Hands-On Labs

Lab 1.2.1: PC Component Identification (3 hours)

  1. Physical PC or PC Building Simulator game
  2. Identify and document all components:
    • CPU model and socket type
    • RAM type, speed, capacity
    • Storage type and capacity
    • PSU wattage
    • GPU model
  3. Take photos or screenshots
  4. Deliverable: Component inventory document

Lab 1.2.2: PC Building Simulation (4 hours)

  1. Install PC Building Simulator (Steam, ~$10) or use physical hardware
  2. Build 3 different PCs:
    • Budget office PC ($300-400)
    • Gaming PC ($800-1000)
    • Workstation PC ($1500+)
  3. Ensure component compatibility
  4. Deliverable: 3 completed builds with parts list

Lab 1.2.3: Disassemble and Reassemble PC (4 hours)

  1. Physical PC (old/donated) or detailed video walkthrough
  2. Complete disassembly:
    • Remove all components
    • Document each step with photos
    • Organize screws and parts
  3. Complete reassembly
  4. Verify system boots
  5. Deliverable: Photo documentation of process

Lab 1.2.4: Diagnostic Tools Practice (4 hours)

  1. Install and run diagnostic tools:
    • CrystalDiskInfo: Check drive health (SMART data)
    • HWMonitor: Record temperatures and voltages
    • MemTest86: Run RAM test (requires USB boot)
  2. Document findings for your system
  3. Research what each value means
  4. Deliverable: Diagnostic report with interpretations

Lab 1.2.5: Storage Performance Comparison (3 hours)

  1. If possible, test HDD vs SSD vs NVMe
  2. Use CrystalDiskMark for benchmarks
  3. Record:
    • Sequential read/write speeds
    • Random 4K read/write speeds
    • Boot time comparison
  4. Deliverable: Performance comparison chart

Lab 1.2.6: Hardware Troubleshooting Scenarios (6 hours)

  1. Create 10 failure scenarios (or use simulation):
    • PC won't power on
    • PC powers on but no display
    • Random shutdowns
    • Blue screen errors
    • Overheating warnings
    • Slow boot and application load
    • USB devices not recognized
    • No network connectivity
    • Audio not working
    • Printer not printing
  2. For each scenario:
    • Document symptoms
    • List probable causes
    • Describe troubleshooting steps
    • Identify resolution
  3. Deliverable: Troubleshooting guide for 10 scenarios

Lab 1.2.7: Create Hardware Troubleshooting Flowchart (4 hours)

  1. Use draw.io (free) to create flowcharts
  2. Create 5 flowcharts:
    • No power troubleshooting
    • No display troubleshooting
    • Overheating troubleshooting
    • Slow performance troubleshooting
    • Peripheral not working
  3. Include decision points and resolution paths
  4. Deliverable: 5 professional flowcharts

Lab 1.2.8: Printer Troubleshooting (3 hours)

  1. Research 5 common printer issues:
    • Paper jams
    • Print quality issues
    • Network connectivity
    • Driver problems
    • Offline status
  2. Create troubleshooting guide for each
  3. If physical printer available, practice resolution
  4. Deliverable: Printer troubleshooting KB articles (5)

Lab 1.2.9: Hardware Upgrade Planning (4 hours)

  1. Choose 3 scenarios:
    • Slow office PC needs upgrade
    • Gaming PC needs GPU upgrade
    • Workstation needs more RAM
  2. Research compatible upgrades
  3. Create cost-benefit analysis (upgrade vs replace)
  4. Deliverable: 3 upgrade proposals with justification

Lab 1.2.10: Build a Home Lab PC (5 hours)

  1. Source old hardware (friends, family, thrift stores)
  2. Build a functional PC for learning:
    • Install Windows or Linux
    • Configure networking
    • Install diagnostic tools
  3. Document the build process
  4. Deliverable: Functional lab PC + build documentation

Lab 1.2.11: Thermal Paste Application (2 hours)

  1. Watch thermal paste application tutorials
  2. If hardware available:
    • Remove CPU cooler
    • Clean old thermal paste
    • Apply new thermal paste (proper amount)
    • Reinstall cooler
  3. Monitor temperatures before/after
  4. Deliverable: Temperature comparison report

Lab 1.2.12: Hardware Knowledge Assessment (3 hours)

  1. Complete 100 CompTIA A+ Core 1 hardware questions
  2. Review incorrect answers
  3. Create flashcards for weak areas
  4. Deliverable: Assessment score + flashcard set

Assessment Criteria

Component Weight Passing Score
Lab Completion (12 labs) 40% 80% of labs done
Troubleshooting Flowcharts 20% Clear, logical, complete
Hardware Exam 25% 80% correct (80/100 questions)
Practical: Diagnose 5 Issues 15% Correct diagnosis in 30 minutes

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
Professor Messer CompTIA A+ 220-1201 YouTube (20h) Watch ⭐⭐⭐⭐⭐
PC Building Simulator Game (Steam) Buy ⭐⭐⭐⭐⭐
CrystalDiskInfo Tool (Free) Download ⭐⭐⭐⭐⭐
MemTest86 Tool (Free) Download ⭐⭐⭐⭐⭐
HWMonitor Tool (Free) Download ⭐⭐⭐⭐
CompTIA A+ Study Guide Book Library/Used ⭐⭐⭐⭐
draw.io Diagram Tool Use ⭐⭐⭐⭐⭐

Module 1.3: Windows Client Administration

Duration: 3 weeks (45 hours)
Certification: MD-102 (Endpoint Administrator - optional)

Learning Objectives

After completing this module, you will be able to:

  • Perform clean Windows 10/11 installations
  • Manage local user accounts and groups
  • Configure NTFS permissions and sharing
  • Use built-in administration tools effectively
  • Troubleshoot common Windows issues
  • Automate tasks with PowerShell basics
  • Configure Windows Update policies
  • Use Event Viewer for diagnostics

Core Topics

  1. Windows Installation & Deployment

    • Creating bootable USB (Rufus)
    • Clean installation process
    • Driver installation
    • Windows activation
    • OOBE (Out of Box Experience) customization

  2. User Account Management

    • Local users vs Microsoft accounts
    • Account types (Administrator, Standard, Guest)
    • Password policies
    • User profiles (local, roaming, mandatory)
    • Fast User Switching

  3. File Systems & Permissions

    • NTFS vs FAT32 vs exFAT
    • NTFS permissions (Full Control, Modify, Read, Write)
    • Permission inheritance
    • Taking ownership
    • Share permissions vs NTFS permissions
    • Effective permissions calculation

  4. Built-in Administration Tools

    • Computer Management
    • Device Manager
    • Disk Management
    • Event Viewer
    • Task Manager
    • Resource Monitor
    • Performance Monitor
    • System Configuration (msconfig)

  5. Windows Update Management

    • Update types (Feature, Quality, Driver, Definition)
    • Update settings configuration
    • Pausing and resuming updates
    • Update history and troubleshooting
    • WSUS basics (concept only)

  6. PowerShell Basics

    • Cmdlets and syntax
    • Getting help (Get-Help)
    • Common cmdlets (Get-Process, Get-Service, Get-EventLog)
    • Piping and filtering
    • Basic scripting

  7. Common Troubleshooting Scenarios

    • Boot failures (Safe Mode, Startup Repair)
    • Application crashes
    • Performance issues
    • Windows Update failures
    • User profile corruption
    • Network connectivity

Hands-On Labs

Lab 1.3.1: Clean Windows 11 Installation (4 hours)

  1. Download Windows 11 ISO (official Microsoft)
  2. Create bootable USB with Rufus
  3. Install Windows 11 in VirtualBox (free)
  4. Document each step with screenshots
  5. Install essential drivers
  6. Deliverable: Installation guide with screenshots

Lab 1.3.2: Local User Management (3 hours)

  1. Create 10 local user accounts:
    • 3 Administrators
    • 5 Standard users
    • 2 Guest accounts
  2. Configure password policies:
    • Minimum length
    • Complexity requirements
    • Expiration settings
  3. Test login with each account type
  4. Deliverable: User inventory document

Lab 1.3.3: Group Management (2 hours)

  1. Create 5 local groups:
    • Sales Team
    • IT Team
    • Managers
    • Contractors
    • Temporary Users
  2. Add users to appropriate groups
  3. Document group membership
  4. Deliverable: Group membership chart

Lab 1.3.4: NTFS Permissions Configuration (4 hours)

  1. Create folder structure: 
    C:\CompanyData\
├── Public\
├── Sales\
├── IT\
├── Managers\
└── Confidential\
  2. Configure permissions:
    • Public: Everyone Read
    • Sales: Sales Team Modify
    • IT: IT Team Full Control
    • Managers: Managers Modify
    • Confidential: IT Team + Managers Full Control
  3. Test access with different user accounts
  4. Deliverable: Permission matrix + test results

Lab 1.3.5: Share Permissions vs NTFS (3 hours)

  1. Share 3 folders with different share permissions
  2. Configure different NTFS permissions
  3. Test effective permissions (most restrictive wins)
  4. Document findings
  5. Deliverable: Effective permissions analysis

Lab 1.3.6: Event Viewer Troubleshooting (4 hours)

  1. Trigger common errors:
    • Force application crash
    • Disconnect network
    • Fill disk space
    • Stop critical service
  2. Find errors in Event Viewer:
    • Application logs
    • System logs
    • Security logs
  3. Document error codes and descriptions
  4. Research resolution steps
  5. Deliverable: Error log with resolutions

Lab 1.3.7: Windows Update Configuration (2 hours)

  1. Configure update settings:
    • Active hours
    • Update pause
    • Delivery Optimization
  2. Force update check
  3. Review update history
  4. Troubleshoot failed update (simulate)
  5. Deliverable: Update configuration guide

Lab 1.3.8: PowerShell Basics (5 hours)

  1. Install PowerShell 7 (latest)
  2. Complete 10 essential cmdlets:
    • Get-Process
    • Get-Service
    • Get-EventLog
    • Get-ChildItem
    • Get-Content
    • Set-Location
    • Copy-Item
    • Remove-Item
    • New-Item
    • Get-Help
  3. Create 3 simple scripts:
    • List all running processes
    • Check disk space
    • Export event logs
  4. Deliverable: Script library with comments

Lab 1.3.9: Device Manager Troubleshooting (2 hours)

  1. Identify devices with issues (yellow exclamation)
  2. Update drivers manually
  3. Roll back drivers
  4. Disable/enable devices
  5. Deliverable: Driver troubleshooting guide

Lab 1.3.10: Performance Monitoring (3 hours)

  1. Open Task Manager and Resource Monitor
  2. Identify resource hogs (CPU, RAM, Disk, Network)
  3. Use Performance Monitor to create Data Collector Set
  4. Analyze performance bottlenecks
  5. Deliverable: Performance analysis report

Lab 1.3.11: System Restore & Recovery (3 hours)

  1. Create System Restore point
  2. Simulate system issue (install problematic software)
  3. Perform System Restore
  4. Explore Recovery options:
    • Startup Repair
    • System Image Recovery
    • Reset this PC
  5. Deliverable: Recovery procedure documentation

Lab 1.3.12: Windows Troubleshooting Scenarios (5 hours)

  1. Create and resolve 10 scenarios:
    • Blue Screen of Death
    • Application won't start
    • Slow boot time
    • Wi-Fi not connecting
    • Audio not working
    • USB device not recognized
    • Printer not printing
    • Windows Update stuck
    • User profile won't load
    • Disk space warning
  2. Document troubleshooting process for each
  3. Deliverable: Troubleshooting guide (10 scenarios)

Assessment Criteria

Component Weight Passing Score
Lab Completion (12 labs) 40% 80% of labs done
PowerShell Scripts 15% Functional, well-commented
Permission Configuration 15% Correct, secure, documented
Windows Admin Exam 30% 80% correct (50 questions)

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
Microsoft Learn: Modern Desktop Administrator Course (8h) Start ⭐⭐⭐⭐⭐
Windows Client Documentation Official Docs Read ⭐⭐⭐⭐⭐
MD-102 Exam Guide Official Download ⭐⭐⭐⭐
PowerShell for Beginners YouTube (4h) Watch ⭐⭐⭐⭐⭐
VirtualBox Virtualization Download ⭐⭐⭐⭐⭐
Rufus USB Creator Download ⭐⭐⭐⭐⭐

Module 1.4: Basic Networking

Duration: 2 weeks (30 hours)
Certification: CompTIA Network+ (studying)

Learning Objectives

After completing this module, you will be able to:

  • Explain OSI and TCP/IP models (practical understanding)
  • Configure IPv4 addressing and subnetting
  • Troubleshoot DHCP and DNS issues
  • Use network diagnostic tools effectively
  • Configure basic Wi-Fi networks
  • Understand fundamental network security concepts

Core Topics

  1. Network Models

    • OSI Model (7 layers) - practical understanding
    • TCP/IP Model (4 layers)
    • Encapsulation and data flow
    • Common protocols by layer

  2. IP Addressing

    • IPv4 structure (32-bit, dotted decimal)
    • Public vs Private IP addresses
    • Subnet masks and CIDR notation
    • Subnetting basics (/24, /25, /26)
    • IPv6 basics (concept only)

  3. Essential Network Services

    • DHCP (Dynamic Host Configuration Protocol)
      • DORA process (Discover, Offer, Request, Acknowledge)
      • Lease duration and renewal
      • Troubleshooting DHCP failures
    • DNS (Domain Name System)
      • Name resolution process
      • DNS record types (A, AAAA, CNAME, MX)
      • DNS caching and flushing
      • Troubleshooting DNS failures

  4. Network Diagnostic Tools

    • ping (connectivity testing)
    • ipconfig/ifconfig (interface configuration)
    • nslookup/dig (DNS troubleshooting)
    • tracert/traceroute (path analysis)
    • netstat (network statistics)
    • arp (MAC address resolution)

  5. Network Hardware

    • Routers (default gateway, NAT)
    • Switches (MAC address table, VLANs concept)
    • Access Points (Wi-Fi)
    • Firewalls (basic concept)
    • Cables (Ethernet Cat5e/6/6a)

  6. Wi-Fi Fundamentals

    • SSID and broadcast
    • Security (WPA2, WPA3)
    • Channels and interference
    • Signal strength and optimization

  7. Basic Network Security

    • Firewall concepts (inbound/outbound rules)
    • Port basics (common ports: 80, 443, 22, 3389)
    • VPN concept (encrypted tunnel)

Hands-On Labs

Lab 1.4.1: Build a Home Lab Network (4 hours)

  1. Physical or virtual network setup:
    • 1 router (or virtual router)
    • 1 switch (or virtual switch)
    • 3+ PCs/VMs
  2. Document network topology using draw.io
  3. Label all devices, IPs, and connections
  4. Deliverable: Network diagram

Lab 1.4.2: Static IP Configuration (3 hours)

  1. Configure static IPs on 3 devices:
    • PC1: 192.168.1.10/24
    • PC2: 192.168.1.11/24
    • PC3: 192.168.1.12/24
  2. Set default gateway and DNS
  3. Test connectivity between all devices
  4. Deliverable: Configuration screenshots + connectivity test results

Lab 1.4.3: DHCP Troubleshooting (3 hours)

  1. Create 5 DHCP failure scenarios:
    • DHCP server offline
    • Exhausted IP pool
    • Incorrect scope configuration
    • Network segmentation issue
    • Rogue DHCP server (concept)
  2. Diagnose each scenario
  3. Document resolution steps
  4. Deliverable: DHCP troubleshooting guide

Lab 1.4.4: DNS Troubleshooting (3 hours)

  1. Create 5 DNS failure scenarios:
    • DNS server unreachable
    • Incorrect DNS server configured
    • DNS cache poisoning (concept)
    • Missing DNS record
    • Slow DNS resolution
  2. Diagnose using nslookup, ipconfig /flushdns
  3. Document resolution steps
  4. Deliverable: DNS troubleshooting guide

Lab 1.4.5: Diagnostic Tools Mastery (4 hours)

  1. Master each tool with 5 exercises:
    • ping: Test connectivity, identify packet loss
    • ipconfig: View config, release/renew, flush DNS
    • nslookup: Query DNS records, test different servers
    • tracert: Map network path, identify bottlenecks
    • netstat: View connections, identify listening ports
  2. Deliverable: Command reference guide with examples

Lab 1.4.6: Subnetting Practice (4 hours)

  1. Complete 50 subnetting exercises:
    • Given IP/mask, calculate network address
    • Given requirements, design subnet scheme
    • Identify valid host ranges
    • Calculate broadcast addresses
  2. Time yourself (goal: <30 seconds per exercise)
  3. Deliverable: Completed exercises + timing log

Lab 1.4.7: Wi-Fi Analysis and Optimization (3 hours)

  1. Install Wi-Fi analyzer app (phone or PC)
  2. Survey your environment:
    • Identify all visible networks
    • Note channels and signal strengths
    • Identify interference sources
  3. Optimize your Wi-Fi:
    • Change to least congested channel
    • Adjust AP placement
    • Test before/after performance
  4. Deliverable: Wi-Fi survey report + optimization results

Lab 1.4.8: Windows Firewall Configuration (2 hours)

  1. Configure firewall rules:
    • Block specific application
    • Allow specific port
    • Create custom rule
  2. Test rules (verify blocking/allowing)
  3. Document configuration
  4. Deliverable: Firewall rule documentation

Lab 1.4.9: Network Troubleshooting Scenarios (4 hours)

  1. Create and resolve 10 scenarios:
    • No network connectivity
    • Intermittent connectivity
    • Can ping but no Internet
    • DNS resolution failure
    • DHCP failure
    • Slow network performance
    • Can't reach specific website
    • Wi-Fi keeps disconnecting
    • IP address conflict
    • Default gateway unreachable
  2. Document troubleshooting process
  3. Deliverable: Network troubleshooting guide

Lab 1.4.10: Port Scanning and Analysis (2 hours)

  1. Use netstat to identify open ports on your system
  2. Research common ports (20-25, 53, 80, 443, 3389, 445)
  3. Understand security implications
  4. Deliverable: Port analysis report

Assessment Criteria

Component Weight Passing Score
Lab Completion (10 labs) 40% 80% of labs done
Subnetting Exercises 20% 90% correct (45/50)
Network Diagnostic Exam 25% 80% correct (40 questions)
Practical: Troubleshoot 5 Issues 15% Correct diagnosis in 45 minutes

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
Professor Messer Network+ N10-009 YouTube (20h) Watch ⭐⭐⭐⭐⭐
Cisco NetAcad: Networking Basics Course (15h) Start ⭐⭐⭐⭐⭐
Packet Tracer Network Simulator Download ⭐⭐⭐⭐⭐
Subnetting Practice Online Tool Practice ⭐⭐⭐⭐⭐
Wireshark Packet Analyzer Download ⭐⭐⭐⭐⭐
TCP/IP Guide Online Book Read ⭐⭐⭐⭐

Module 1.5: Customer Service & Soft Skills

Duration: 1 week (15 hours)

Learning Objectives

After completing this module, you will be able to:

  • Apply active listening techniques
  • De-escalate angry or frustrated users
  • Write professional, clear emails
  • Manage difficult conversations
  • Practice effective time management
  • Recognize and prevent burnout

Core Topics

  1. Active Listening

    • Let user complete their thought
    • Paraphrase to confirm understanding
    • Ask clarifying questions
    • Avoid interrupting

  2. De-escalation Techniques

    • Acknowledge frustration
    • Apologize appropriately (without admitting fault)
    • Set clear expectations
    • Follow through on commitments
    • Know when to escalate

  3. Professional Communication

    • Email structure (subject, greeting, body, closing)
    • Tone (helpful, confident, not defensive)
    • Avoiding technical jargon
    • Managing response times

  4. Difficult Conversations

    • Saying "no" professionally
    • Managing unrealistic expectations
    • Handling VIP users
    • Dealing with repeat callers

  5. Time Management

    • Ticket prioritization
    • Managing interruptions
    • Documentation efficiency
    • When to ask for help

  6. Stress Management & Burnout Prevention

    • Recognizing stress symptoms
    • Taking breaks
    • Setting boundaries
    • Seeking support

Hands-On Labs

Lab 1.5.1: Mock Call Practice (3 hours)

  1. Record yourself handling 5 scenarios:
    • Angry user (password reset after vacation)
    • Confused user (email setup on phone)
    • VIP user (urgent, demands immediate attention)
    • Repetitive caller (same issue, 3rd time)
    • Language barrier situation
  2. Review for:
    • Tone (calm, helpful)
    • Clarity (simple language)
    • Empathy (acknowledging frustration)
    • Procedure (proper greeting, closure)
  3. Re-record with improvements
  4. Deliverable: 5 recordings + self-assessment

Lab 1.5.2: Email Rewriting Exercise (2 hours)

  1. Find 10 poorly written IT emails (or use provided examples)
  2. Rewrite each one professionally:
    • Clear subject line
    • Professional greeting
    • Organized body
    • Clear call-to-action
    • Professional signature
  3. Compare before/after
  4. Deliverable: 10 rewritten emails

Lab 1.5.3: Difficult Customer Role-Play (3 hours)

  1. Practice 10 scenarios with partner or AI:
    • "This is the third time I'm calling!"
    • "I need this fixed NOW!"
    • "Your system is garbage!"
    • "I want to speak to your manager!"
    • "This is costing me thousands!"
  2. Focus on:
    • Acknowledging emotion
    • Not taking it personally
    • Setting boundaries
    • Offering solutions
  3. Deliverable: Scenario log with reflections

Lab 1.5.4: Create Email Templates (2 hours)

  1. Write 10 reusable email templates:
    • Password reset confirmation
    • Ticket received acknowledgment
    • Escalation notification
    • SLA breach warning
    • Resolution confirmation
    • Follow-up survey request
    • Scheduled maintenance notice
    • Software installation approval
    • Hardware request denial
    • Training invitation
  2. Deliverable: Email template library

Lab 1.5.5: Stress Management Plan (1 hour)

  1. Research burnout prevention strategies
  2. Create personal stress management plan:
    • Warning signs to watch for
    • Coping strategies
    • Support resources
    • Work-life balance tactics
  3. Deliverable: Written stress management plan

Lab 1.5.6: Time Management Exercise (2 hours)

  1. Simulate a busy Help Desk shift:
    • 10 tickets arrive simultaneously
    • 3 phone calls come in
    • Manager requests report
  2. Prioritize and document your approach
  3. Justify your prioritization decisions
  4. Deliverable: Prioritization matrix + justification

Assessment Criteria

Component Weight Passing Score
Mock Call Performance 30% Professional, empathetic, effective
Email Templates 25% Clear, professional, reusable
Role-Play Scenarios 25% Proper de-escalation, boundaries
Stress Management Plan 20% Comprehensive, actionable

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
Customer Service Fundamentals LinkedIn (Free Trial) Watch ⭐⭐⭐⭐
Difficult Conversations YouTube (1h) Watch ⭐⭐⭐⭐
IT Support Soft Skills Guide Article Read ⭐⭐⭐⭐
Email Etiquette Template Guide Download ⭐⭐⭐⭐

Module 1.6: Ticketing Systems

Duration: 1 week (15 hours)

Learning Objectives

After completing this module, you will be able to:

  • Configure a ticketing system (Jira, ServiceNow)
  • Create and manage ticket workflows
  • Set up SLAs and automation rules
  • Generate reports and dashboards
  • Integrate email with ticketing

Core Topics

  1. Ticketing System Fundamentals

    • Ticket lifecycle
    • Ticket types (Incident, Request, Problem, Change)
    • Categories and subcategories
    • Priority matrices

  2. Jira Service Management

    • Project setup
    • Queue configuration
    • SLA setup
    • Automation rules
    • Reporting

  3. ServiceNow Fundamentals

    • Instance setup (Developer Program)
    • Incident Management
    • Request Management
    • Assignment rules
    • Knowledge Base integration

  4. Workflow Design

    • Status transitions
    • Conditions and validators
    • Notifications
    • Approvals

  5. Reporting & Metrics

    • Ticket volume reports
    • SLA compliance
    • Agent performance
    • Customer satisfaction

Hands-On Labs

Lab 1.6.1: Jira Service Management Setup (3 hours)

  1. Sign up for Jira Service Management (free tier)
  2. Create project: "IT Help Desk"
  3. Configure:
    • Ticket types
    • Request fields
    • Customer portal
    • Email integration
  4. Deliverable: Configured project with screenshots

Lab 1.6.2: ServiceNow Developer Instance (3 hours)

  1. Sign up for ServiceNow Developer Program
  2. Request personal developer instance
  3. Explore modules:
    • Incident Management
    • Service Catalog
    • Knowledge Base
  4. Deliverable: Instance access + exploration notes

Lab 1.6.3: Ticket Creation & Management (2 hours)

  1. Create 20 sample tickets:
    • 10 Incidents
    • 7 Service Requests
    • 2 Problems
    • 1 Change Request
  2. Use all ticket types appropriately
  3. Practice categorization and prioritization
  4. Deliverable: 20 tickets with proper classification

Lab 1.6.4: SLA Configuration (3 hours)

  1. Configure SLAs in Jira:
    • Priority 1: 1h response, 4h resolution
    • Priority 2: 4h response, 8h resolution
    • Priority 3: 8h response, 24h resolution
    • Priority 4: 24h response, 5 day resolution
  2. Test breach scenarios
  3. Create SLA report
  4. Deliverable: SLA configuration + test results

Lab 1.6.5: Workflow Design (2 hours)

  1. Design custom workflow:
    • Statuses: New → In Progress → Waiting on Customer → Resolved → Closed
    • Add conditions (e.g., must have resolution before closing)
    • Add notifications (e.g., email on status change)
  2. Test with sample tickets
  3. Deliverable: Workflow diagram + test results

Lab 1.6.6: Automation Rules (2 hours)

  1. Create 5 automation rules:
    • Auto-assign based on category
    • Auto-close after 3 days if no response
    • Escalate if SLA breached
    • Notify on high-priority ticket
    • Add comment on status change
  2. Test each rule
  3. Deliverable: Automation rule documentation

Assessment Criteria

Component Weight Passing Score
Platform Setup (Jira + ServiceNow) 30% Functional, configured correctly
Ticket Management 25% Proper classification, complete
SLA Configuration 25% Correct, tested, documented
Workflow & Automation 20% Functional, logical

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
Jira Fundamentals Atlassian University Start ⭐⭐⭐⭐⭐
ServiceNow Developer Platform Sign Up ⭐⭐⭐⭐⭐
ITIL Ticketing Workflow YouTube (2h) Watch ⭐⭐⭐⭐

Module 1.7: Final Project & Job Preparation

Duration: 1 week (30 hours)

Learning Objectives

After completing this module, you will be able to:

  • Create a professional IT resume
  • Optimize LinkedIn profile for IT roles
  • Build a portfolio showcasing your skills
  • Prepare for technical interviews
  • Apply for Help Desk positions effectively

Core Topics

  1. Resume Building

    • IT resume format
    • Highlighting transferable skills
    • Listing certifications and training
    • Quantifying achievements

  2. LinkedIn Optimization

    • Professional headline
    • About section
    • Skills and endorsements
    • Networking strategies

  3. Portfolio Development

    • GitHub for IT professionals
    • KB articles as portfolio pieces
    • Troubleshooting guides
    • Home lab documentation

  4. Interview Preparation

    • Common Help Desk interview questions
    • Technical questions (hardware, Windows, networking)
    • Behavioral questions (STAR method)
    • Mock interviews

  5. Job Search Strategy

    • Where to find entry-level IT jobs
    • Application tracking
    • Follow-up etiquette
    • Salary negotiation basics

Hands-On Labs

Lab 1.7.1: Create IT Resume (4 hours)

  1. Write resume including:
    • Professional summary
    • Skills section (technical + soft skills)
    • Training and certifications
    • Projects (home lab, troubleshooting guides)
    • Work experience (highlight transferable skills)
  2. Use IT-specific template
  3. Get feedback from 2+ people
  4. Deliverable: Final resume (PDF)

Lab 1.7.2: Optimize LinkedIn Profile (3 hours)

  1. Complete all profile sections:
    • Professional photo
    • Headline (e.g., "Aspiring Help Desk Technician | ITIL v4 Certified")
    • About section (150-300 words)
    • Experience (even if not IT-related, highlight transferable skills)
    • Education and certifications
    • Skills (add 10+ relevant skills)
  2. Connect with 20+ IT professionals
  3. Deliverable: LinkedIn profile URL

Lab 1.7.3: Build GitHub Portfolio (4 hours)

  1. Create GitHub account
  2. Upload portfolio pieces:
    • KB articles (5+)
    • Troubleshooting flowcharts
    • PowerShell scripts
    • Home lab documentation
    • Network diagrams
  3. Create README for each project
  4. Deliverable: GitHub profile URL with 5+ projects

Lab 1.7.4: Interview Question Practice (5 hours)

  1. Research 50 common Help Desk interview questions:
    • 20 technical questions
    • 20 behavioral questions
    • 10 scenario questions
  2. Write answers using STAR method
  3. Practice aloud (record yourself)
  4. Deliverable: Question/answer document + recordings

Lab 1.7.5: Mock Interview (3 hours)

  1. Conduct 3 mock interviews:
    • With study partner, mentor, or AI
    • Record each interview
    • Review and identify improvement areas
  2. Deliverable: 3 recordings + self-assessment

Lab 1.7.6: Job Application Sprint (5 hours)

  1. Find 20 entry-level Help Desk positions
  2. Tailor resume for each application
  3. Submit applications
  4. Track in spreadsheet:
    • Company name
    • Position title
    • Date applied
    • Application status
    • Follow-up dates
  5. Deliverable: Application tracking spreadsheet

Lab 1.7.7: Networking Outreach (3 hours)

  1. Identify 10 IT professionals on LinkedIn
  2. Send personalized connection requests
  3. Request informational interviews (5 people)
  4. Deliverable: Connection log + meeting notes

Lab 1.7.8: Salary Research (1 hour)

  1. Research Help Desk salaries in your area:
    • Glassdoor
    • Payscale
    • Indeed Salary
    • Levels.fyi
  2. Document salary ranges
  3. Prepare negotiation talking points
  4. Deliverable: Salary research document

Assessment Criteria

Component Weight Passing Score
Resume Quality 25% Professional, ATS-friendly, IT-focused
LinkedIn Profile 20% Complete, optimized, professional
GitHub Portfolio 25% 5+ quality projects, well-documented
Interview Preparation 30% Confident, clear, STAR method

Total Passing Score: 80%

Free Resources

Resource Type Link Quality
IT Resume Template Template Download ⭐⭐⭐⭐
LinkedIn Optimization Guide Guide Read ⭐⭐⭐⭐
50 Help Desk Interview Questions List Read ⭐⭐⭐⭐⭐
STAR Method Guide Guide Read ⭐⭐⭐⭐⭐
Glassdoor Salary Research Tool Research ⭐⭐⭐⭐

Phase 1 Final Assessment

Portfolio Requirements (Must Complete All)

To graduate Phase 1 and be job-ready, you must have:

  1. Resume - Professional IT resume (PDF)

  2. LinkedIn Profile - Optimized, complete profile

  3. GitHub Portfolio with:

    • 5+ KB articles
    • 5+ troubleshooting flowcharts
    • 3+ PowerShell scripts
    • Home lab documentation
    • Network diagrams

  4. Certifications (at least one):

    • ITIL v4 Foundation ($380 exam, free training)
    • CompTIA A+ Core 1 & 2 ($480 total, free training)
    • Or documented completion of this curriculum

  5. Practical Skills Demonstration:

    • Build and troubleshoot a PC (physical or virtual)
    • Install and configure Windows 10/11
    • Configure a small network (3+ devices)
    • Handle 10 mock support tickets end-to-end

Job Application Checklist

Before applying for jobs, ensure you have:

  • Resume tailored for Help Desk roles
  • LinkedIn profile optimized
  • GitHub portfolio with 5+ projects
  • At least 1 certification (or curriculum completion)
  • Mock interview completed
  • 20+ job applications submitted
  • Networking outreach to 10+ IT professionals

Expected Timeline

Week Focus Milestone
1-2 Module 1.1 ITIL v4 certified, ticketing system configured
3-5 Module 1.2 Hardware troubleshooting mastered
6-8 Module 1.3 Windows administration proficient
9-10 Module 1.4 Networking fundamentals solid
11 Module 1.5-1.6 Soft skills + ticketing mastery
12 Module 1.7 Portfolio complete, applying for jobs

Next Steps

After completing Phase 1:

  1. Apply for Help Desk positions - Start applying in Week 10
  2. Continue learning - Begin Phase 2 while job hunting
  3. Gain experience - Even volunteer IT work counts
  4. Network - Attend local IT meetups, join Discord communities

Phase 1 Complete! You are now ready for Help Desk / Service Desk Technician roles. 🎉

Expected Salary: $400-800 USD/mo (LATAM) | $35-50K USD/year (US)

Next: Phase 2 - System Administrator (Months 4-12)