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Certified IT 1, 2 & 3 Line Support Technician - United States

Key points about this course


Duration: 2 Days*

Support: 24/7

Dates & Prices Inquire
  • Gain an overview of how IT Support functions, from changing passwords to managing servers.
  • Certified IT 1, 2, & 3 Line Support Technician course includes course materials.
  • This 2 day course will allow delegates to receive detailed tuition from our trainers.

Available delivery methods for this course

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Classroom

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Online

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In-house

Course Information

Certified IT 1, 2 & 3 Line Support Technician Training Overview

This 2-day Certified IT 1, 2, and 3 Line Support Technician course, delivered by our knowledgeable and experienced trainers, is designed to give delegates a basic understanding of how IT Support functions on multiple levels. The course covers the core elements of each level, aiming to help delegates understand how each level works and to which level they might be best suited.

Undertaking this 2-day course from The Knowledge Academy will allow you to understand the different lines of IT support, which can broadly be broken down into the following three sections: first-line, which is usually a phone and internet-based position and involves tackling password resets, troubleshooting, and other basic user problems; second-line support, which handles more advanced problems such as desktop issues and enabling or disabling user accounts; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

Gaining Certified IT 1, 2, and 3 Line Support Technician status, by successfully finishing this course and receiving our certificate of completion, will prove to employers that delegates are competent not just of basic first-line IT support but can also tackle the more advanced tasks of second- or third-line support. This course will, therefore, equip delegates to undertake a wide range of IT support tasks, which is especially useful for organisations wherein the line system is not used or there is significant overlap between the different lines of IT support.

Certified IT 1, 2 & 3 Line Support Technician Course Outline

This Certified IT 1, 2, and 2 Line Support Technician course explains the basic concepts of each of the three levels of support, giving delegates a full overview of how IT Support functions within an organisation. The topics covered include:

Introduction to Support

  • What is a Support Technician?
  • First-Line Support
  • Role and Responsibilities of a Service Desk
  • Second-Line Support
  • Third-Line Support
  • Defining Strategic Requirements
  • Developing a Strategic Role
  • Integrating the Service Desk

 

Useful Terminology and Concepts

 

Line 1: Dealing with Tickets

  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Example: Resetting a Password
  • Continued Improvement
  • Effective Communication Skills

 

Line 2: User Accounts

  • Second-Line Support
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

 

Line 2: Installing, Upgrading, and Configuring Software

  • System Center Configuration Manager
  • SCCM Components
  • Creating a Simple Application
  • Deploying a Simple Application
  • Monitoring and Configuring Applications

 

Line 3: Working with Servers

  • Third-Line Support
  • Types of Server
  • Managing Servers
  • Layers of Infrastructure

Line 3: Resolving Server-Side Issues

 

Line 3: Server Security and SSL

  • Secure Shell Keys
  • Firewalls
  • SSL Certificates
  • SSL Case Study

 

Effective Management of Tools and Technology

  • Automated Call Distribution (ACI)
  • Computer Telephony Integration (CTI)

 

SDC (Service Development Cycle)

Who should attend this Helpdesk Training Course?

This IT Support course is suitable for all delegates with an interest in technology, those who currently work in internal or external IT-related roles, or those who want to increase their knowledge and capability in regards to the IT sector.

Prerequisites

There are no formal prerequisites for taking this course, meaning that anyone who is interested is welcome to attend.

Please arrive at the venue at 8:45am.
There are no prerequisites for this course
We are able to provide support via phone & email prior to attending, during and after the course.
Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments
This course is 2 days
Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts
The price for Certified IT 1, 2 & 3 Line Support Technician certification in the United States starts from $1169
The Knowledge Academy is the Leading global training provider in the world for Certified IT 1, 2 & 3 Line Support Technician.
Please see our Helpdesk Training courses available in the United States

What’s Included in this Helpdesk Training Course?

This training course features:

  • The Knowledge Academy’s Certified IT 1, 2, and 3 Line Support Technician courseware and materials
  • The knowledge of an experienced instructor
  • Certificate of Completion
  • Refreshments

Key points about this course


Duration: 2 Days*

Support: 24/7

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Certified IT 1, 2 & 3 Line Support Technician Dates & Prices

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Thu 20th Feb 2020
Places available
$1795
Portland
Thu 19th Mar 2020
Places available
$2695
Los Angeles
Thu 19th Mar 2020
Places available
$2395
Sacramento
Thu 19th Mar 2020
Places available
$2695
Austin
Thu 19th Mar 2020
Places available
$2395
Atlanta
Thu 19th Mar 2020
Places available
$2395
New York
Thu 19th Mar 2020
Places available
$2395
Denver
Thu 19th Mar 2020
Places available
$2395
Thu 19th Mar 2020
Places available
$1795
San Jose
Thu 19th Mar 2020
Places available
$2395
Houston
Thu 19th Mar 2020
Places available
$2395
Seattle
Thu 19th Mar 2020
Places available
$2395
San Francisco
Thu 19th Mar 2020
Places available
$2395
Minneapolis
Thu 19th Mar 2020
Places available
$2695
Philadelphia
Thu 19th Mar 2020
Places available
$2395
San Antonio
Thu 19th Mar 2020
Places available
$2695
Washington D.C.
Thu 19th Mar 2020
Places available
$2395
Boston
Thu 19th Mar 2020
Places available
$2395
Detroit
Thu 19th Mar 2020
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$2395
Las Vegas
Thu 19th Mar 2020
Places available
$2695
Tampa
Thu 19th Mar 2020
Places available
$2695
Dallas
Thu 19th Mar 2020
Places available
$2395
Chicago
Thu 19th Mar 2020
Places available
$2395
Irvine
Thu 19th Mar 2020
Places available
$2695
San Diego
Thu 19th Mar 2020
Places available
$2395
Phoenix
Thu 19th Mar 2020
Places available
$2395
Colorado Springs
Thu 19th Mar 2020
Places available
$2695
Thu 23rd Apr 2020
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$1795
Minneapolis
Thu 21st May 2020
Places available
$2695
Philadelphia
Thu 21st May 2020
Places available
$2395
San Jose
Thu 21st May 2020
Places available
$2395
Houston
Thu 21st May 2020
Places available
$2395
Seattle
Thu 21st May 2020
Places available
$2395
San Francisco
Thu 21st May 2020
Places available
$2395
San Antonio
Thu 21st May 2020
Places available
$2695
Washington D.C.
Thu 21st May 2020
Places available
$2395
Boston
Thu 21st May 2020
Places available
$2395
Detroit
Thu 21st May 2020
Places available
$2395
Las Vegas
Thu 21st May 2020
Places available
$2695
Tampa
Thu 21st May 2020
Places available
$2695
Colorado Springs
Thu 21st May 2020
Places available
$2695
Thu 21st May 2020
Places available
$1795
Dallas
Thu 21st May 2020
Places available
$2395
Chicago
Thu 21st May 2020
Places available
$2395
Irvine
Thu 21st May 2020
Places available
$2695
San Diego
Thu 21st May 2020
Places available
$2395
Phoenix
Thu 21st May 2020
Places available
$2395
Portland
Thu 21st May 2020
Places available
$2695
Los Angeles
Thu 21st May 2020
Places available
$2395
Sacramento
Thu 21st May 2020
Places available
$2695
Austin
Thu 21st May 2020
Places available
$2395
Atlanta
Thu 21st May 2020
Places available
$2395
New York
Thu 21st May 2020
Places available
$2395
Denver
Thu 21st May 2020
Places available
$2395
Thu 18th Jun 2020
Places available
$1795
San Antonio
Thu 16th Jul 2020
Places available
$2695
Washington D.C.
Thu 16th Jul 2020
Places available
$2395
Boston
Thu 16th Jul 2020
Places available
$2395
Detroit
Thu 16th Jul 2020
Places available
$2395
Las Vegas
Thu 16th Jul 2020
Places available
$2695
Tampa
Thu 16th Jul 2020
Places available
$2695
Colorado Springs
Thu 16th Jul 2020
Places available
$2695
Dallas
Thu 16th Jul 2020
Places available
$2395
Chicago
Thu 16th Jul 2020
Places available
$2395
Irvine
Thu 16th Jul 2020
Places available
$2695
San Diego
Thu 16th Jul 2020
Places available
$2395
Phoenix
Thu 16th Jul 2020
Places available
$2395
Denver
Thu 16th Jul 2020
Places available
$2395
Portland
Thu 16th Jul 2020
Places available
$2695
Los Angeles
Thu 16th Jul 2020
Places available
$2395
Sacramento
Thu 16th Jul 2020
Places available
$2695
Austin
Thu 16th Jul 2020
Places available
$2395
Atlanta
Thu 16th Jul 2020
Places available
$2395
New York
Thu 16th Jul 2020
Places available
$2395
Minneapolis
Thu 16th Jul 2020
Places available
$2695
Philadelphia
Thu 16th Jul 2020
Places available
$2395
San Jose
Thu 16th Jul 2020
Places available
$2395
Houston
Thu 16th Jul 2020
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$2395
Seattle
Thu 16th Jul 2020
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$2395
San Francisco
Thu 16th Jul 2020
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$2395
Thu 23rd Jul 2020
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$1795
Thu 20th Aug 2020
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Phoenix
Thu 17th Sep 2020
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$2395
Colorado Springs
Thu 17th Sep 2020
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$2695
Atlanta
Thu 17th Sep 2020
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$2395
Dallas
Thu 17th Sep 2020
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$2395
Chicago
Thu 17th Sep 2020
Places available
$2395
Irvine
Thu 17th Sep 2020
Places available
$2695
San Diego
Thu 17th Sep 2020
Places available
$2395
Denver
Thu 17th Sep 2020
Places available
$2395
Thu 17th Sep 2020
Places available
$1795
Portland
Thu 17th Sep 2020
Places available
$2695
Los Angeles
Thu 17th Sep 2020
Places available
$2395
Sacramento
Thu 17th Sep 2020
Places available
$2695
Austin
Thu 17th Sep 2020
Places available
$2395
New York
Thu 17th Sep 2020
Places available
$2395
Minneapolis
Thu 17th Sep 2020
Places available
$2695
Philadelphia
Thu 17th Sep 2020
Places available
$2395
San Jose
Thu 17th Sep 2020
Places available
$2395
Houston
Thu 17th Sep 2020
Places available
$2395
Seattle
Thu 17th Sep 2020
Places available
$2395
San Francisco
Thu 17th Sep 2020
Places available
$2395
San Antonio
Thu 17th Sep 2020
Places available
$2695
Washington D.C.
Thu 17th Sep 2020
Places available
$2395
Boston
Thu 17th Sep 2020
Places available
$2395
Detroit
Thu 17th Sep 2020
Places available
$2395
Las Vegas
Thu 17th Sep 2020
Places available
$2695
Tampa
Thu 17th Sep 2020
Places available
$2695
Thu 15th Oct 2020
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$1795
New York
Thu 19th Nov 2020
Places available
$2395
Denver
Thu 19th Nov 2020
Places available
$2395
Portland
Thu 19th Nov 2020
Places available
$2695
Los Angeles
Thu 19th Nov 2020
Places available
$2395
Sacramento
Thu 19th Nov 2020
Places available
$2695
Austin
Thu 19th Nov 2020
Places available
$2395
Minneapolis
Thu 19th Nov 2020
Places available
$2695
Philadelphia
Thu 19th Nov 2020
Places available
$2395
San Jose
Thu 19th Nov 2020
Places available
$2395
Houston
Thu 19th Nov 2020
Places available
$2395
Seattle
Thu 19th Nov 2020
Places available
$2395
San Francisco
Thu 19th Nov 2020
Places available
$2395
San Antonio
Thu 19th Nov 2020
Places available
$2695
Washington D.C.
Thu 19th Nov 2020
Places available
$2395
Boston
Thu 19th Nov 2020
Places available
$2395
Detroit
Thu 19th Nov 2020
Places available
$2395
Las Vegas
Thu 19th Nov 2020
Places available
$2695
Tampa
Thu 19th Nov 2020
Places available
$2695
Phoenix
Thu 19th Nov 2020
Places available
$2395
Colorado Springs
Thu 19th Nov 2020
Places available
$2695
Atlanta
Thu 19th Nov 2020
Places available
$2395
Dallas
Thu 19th Nov 2020
Places available
$2395
Chicago
Thu 19th Nov 2020
Places available
$2395
Thu 19th Nov 2020
Places available
$1795
Irvine
Thu 19th Nov 2020
Places available
$2695
San Diego
Thu 19th Nov 2020
Places available
$2395
Thu 17th Dec 2020
Places available
$1795

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Key points about this course


Duration: 2 Days*

Support: 24/7


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