Technical support fundamentals

Question 1

An IT job will comprise of the following work environments….

Answer 1

1. in-person support
2. remote support
3. or a mix of both

Question 2

What are some different jobs found in I.T.

Answer 2

1. operations engineering
2. security
3. site reliability engineering
4. systems administration

Question 3

As a support specialist you provide the following

Answer 3

1. technical & billing support
2. troubleshooting
3. creating forms
4. editing automation scripts

Question 4

How has IT changed our lives?

Answer 4

1. communicate massive amounts of info to people and orgs across the world
2. computers power almost everything now
   - calculators
   - medical equip
   - complex satellite systems
   - wall street trading

Question 5

What is information technology?

Answer 5

1. IT is essentially the use of digital tech like computers and internet to store and process data into useful info.

Question 6

network enginners do what?

Answer 6

ensure computers can communicate with each other

Question 7

hardware tech

Answer 7

replace and repair components

Question 8

desktop support personnel

Answer 8

make sure the end user can use software properly

Question 9

What is IT really about

Answer 9

it’s really about people

• heart & soul of IT support work
• helps people solve meaningful problems by using tech
• it’s about changing the world through the ways we collaborate, share and create together

Question 10

what’s the growing skills gap called?

Answer 10

digital divide

• you can be the real solution to bridging that digital divide
• involves understanding combination of socioeconomic factors but also helping people confront and understand those conditions

Question 11

By getting into IT you can what?

Answer 11

help serve the community, organizations and inspire young

Question 12

what is the day to day work in IT support?

Answer 12

Varies a ton, whether doing personal or remote.
small or large business

But it will include the following to make sure that an organizations tech is running smoothly

• managing
• installing
• maintaining
• troubleshooting
• configuring office and computing equipment

Question 13

what will be the following you will learn from this program that will prepare you for an entry level IT help desk job?

Answer 13

1. how to setup a users desktop or workstation
2. how to install the computer applications thta people use the most
3. you’ll learn how to fix a problem or troubleshoot when something goes wrong and how to put practices in place to prevent similar problems from happening again.
4. how to setup a network from scratch
5. teach you how to implement security to make sure your systems are safe from hackers and other risks.
6. most importantly how to communicate with end users to best assist them.

Question 14

using ______ as a feedback is an important skill both in IT and in life.

Answer 14

failure

Question 15

By the end of this course you will understand what?

Answer 15

how computers work and get a grasp of the building blocks of IT

Question 16

we’re going to cover the basics of what?

Answer 16

how computer hardware performs calculations

Question 17

look at how _______ control and interact with______

Answer 17

1. operating systems

2. hardware

Question 18

look at the _______and get a better understanding of how computers talk to each other.

Answer 18

internet

Question 19

we’ll also spend time learning about how ______ and _______ tie all of this together, and let humans interact with these systems.

Answer 19

applications

programs

Question 20

cover important lessons on _________ with computers and cover ________ skills that are so critical when interacting with others in IT.

Answer 20

problem solving

communication