CompTIA A+: IT Support Specialist Certificate

In this module, students will be introduced to the foundational elements of IT, including key hardware components and the basics of computer operation. The first session focuses on understanding the internal and external components of a computer (CPU, RAM, storage, etc.) and introduces basic troubleshooting techniques. Students will also gain hands-on experience assembling and diagnosing hardware. In the second session, students will explore the core operating systems used in the industry—Windows, macOS, and Linux. They will learn installation processes, system management, and basic user interface navigation for each operating system.

• Session 1 (3 hours): Introduction to IT and Basic Hardware

• Overview of IT support roles and industry trends
• Key computer components and their function in a computer system
• Hands-on: Identifying hardware components and basic troubleshooting

• Session 2 (3 hours): Introduction to Operating Systems (Windows, macOS, Linux)

• OS types and installation processes
• Hands-on: Installing Windows and macOS
• Basic OS setup and user management tasks

In module 2, students cover the basics of networking, essential for any IT support role. Students will learn about IP addressing, the TCP/IP protocol suite, DNS, DHCP, and network topologies. They will also gain practical experience setting up small networks, including routers, switches, and wireless connections. In the second session, the module introduces IT security concepts, including the CIA Triad, common cybersecurity threats (e.g., phishing, malware), and the basics of securing operating systems and networks. Students will configure firewalls, antivirus software, and set up security measures on devices.

• Session 1 (3 hours): Networking Basics
• Understanding IP addressing, TCP/IP, DNS, and DHCP
• Network topologies and basic routing concepts
• Hands-on: Setting up and configuring a local network (routers, switches, Wi-Fi)
• Session 2 (3 hours): Introduction to IT Security
• Cybersecurity principles: CIA Triad, common threats (phishing, malware)
• Security measures for devices and networks
• Hands-on: Configuring firewalls, antivirus, and security settings on devices

Module 3 dives deeper into the management and troubleshooting of operating systems, focusing on Windows, macOS, and Linux. The first session covers advanced Windows administration, including user account management, registry configurations, and system maintenance tasks. Students will also learn how to diagnose and resolve common Windows issues using tools such as Event Viewer and Task Manager. In the second session, students will explore macOS and Linux administration, gaining hands-on experience managing user accounts, disk utilities, and system troubleshooting on both operating systems.

• Session 1 (3 hours): Advanced Windows OS Management & Troubleshooting

• Managing user accounts, file systems, and registry configurations
• Troubleshooting Windows OS issues (Event Viewer, Task Manager)
• Hands-on: Diagnosing and repairing Windows OS problems
• Understand customer service in IT, change management, and risk mitigation

• Session 2 (3 hours): macOS and Linux OS Administration

• Managing user accounts, disk utilities, and file systems on macOS
• Basic system maintenance tasks in Linux (terminal commands, package management)
• Hands-on: Performing system updates and repairs on macOS and Linux

In this module, students will expand their networking knowledge, learning advanced concepts such as VLANs, static routes, and subnetting. The first session will focus on the configuration and management of routers, switches, and other networking equipment, with hands-on labs for troubleshooting and optimizing network setups. The second session introduces students to ITIL® 4 (Information Technology Infrastructure Library) and the fundamentals of service management. Students will learn about incident, problem, and change management processes, and explore the use of service management platforms like Jira and ServiceNow for tracking and managing IT support requests.

• Session 1 (3 hours): Advanced Networking Concepts

• Understanding routers, switches, and subnets
• Configuring VLANs and static routes
• Troubleshooting network connectivity issues
• Hands-on: Setting up and configuring a network and router

• Session 2 (3 hours): Introduction to ITIL® 4 & Service Management

• ITIL® 4 Service Value System and key concepts
• Incident, Problem, and Change Management processes
• Using service management platforms (Jira, ServiceNow)
• Hands-on: Documenting incidents and change requests

Module 5 focuses on developing advanced troubleshooting skills, covering both hardware and software issues. In the first session, students will tackle common hardware failures (e.g., displays, printers, peripherals) and learn how to diagnose and repair these issues. The session will also cover troubleshooting OS-related problems, such as system crashes and slowdowns, with hands-on exercises using diagnostic tools. The second session introduces students to the role of AI tools in IT support, including ChatGPT, Gemini, Copilot, and AzureAI. Students will explore how AI can assist with troubleshooting, automation, and enhancing customer service in IT support roles.

• Session 1 (3 hours): Hardware and Software Troubleshooting

• Troubleshooting common hardware issues (displays, printers, peripherals)
• Diagnosing software and OS issues (freezes, crashes, slowdowns)
• Hands-on: Repairing hardware, troubleshooting OS failures
• Learn how IT teams deliver and improve services
• Using diagnostic tools (ping, tracert, device manager)

• Session 2 (3 hours): Introduction to AI Tools in IT Support

• Overview of ChatGPT, Gemini, Copilot, AzureAI
• Use cases of AI tools in IT support roles for troubleshooting and automation
• Hands-on practice with AI-powered tools for ticketing, diagnostics, and technical troubleshooting
• Exploring AI capabilities for enhancing customer service and support

Module 6 is designed to ensure students are fully prepared for the CompTIA A+ certification exam, while also providing a hands-on opportunity to apply everything they’ve learned through a Capstone Project. The first session focuses on a comprehensive review of key exam objectives, including hardware, networking, OS management, IT security, and troubleshooting. Students will take practice exams, and the instructor will provide targeted review for any weak areas identified. The second session will be dedicated to completing the Capstone Project, where students will simulate real-world IT support scenarios to demonstrate their skills. The module will conclude with final exam preparation tips and a Q&A session to address any last-minute questions before sitting for the CompTIA A+ exam.

• Session 1 (3 hours): CompTIA A+ Exam Review and Practice
• Review key CompTIA A+ exam objectives: hardware, networking, OS management, IT security, and troubleshooting
• Take practice exams to assess readiness
• Targeted review of weak areas identified in practice tests
• Final preparation strategies and tips for the CompTIA A+ exam
• Session 2 (3 hours): Capstone Project and Exam Preparation
• Complete the Capstone Project, applying skills learned throughout the program in a real-world IT support simulation
• Final Q&A session
• Receive final exam tips, strategies, and additional review of CompTIA A+ exam topics