Course information

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:

Module 1: Introduction to Support

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

Module 2: Useful Terminology and Concepts

  • Introduction to Terminology and Concepts

Module 3: Dealing with Tickets Effective Communication Skills

  • Advantages of an IT Service Management
  • What is a Ticket Management System?
  • Using a Ticket Management System
  • Questions to Ask
  • Continued Improvement
  • Effective Communication Skills
  • Problems with Communication
  • Handling Users
  • Improving Your Verbal and Email Communication
  • Internal Communication

Module 4: User Accounts

  • Second-Line Support and Task
  • Progressing from First-Line Support
  • User Accounts in Windows 10
  • User Accounts in macOS Sierra
  • User Accounts in Linux

Module 5: Installing, Upgrading, and Configuring Software

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

Module 6: Working with Servers and Resolving Server-Side Issues

  • Third-Line Support
  • Types of Server
  • Domain Name Server
  • Managing Servers
  • Layers of Infrastructure
  • Common Server Problems

Module 7: Server Security and SSL

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

Module 8: Effective Management of Tools and Technology

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

Module 9: Service Development Cycle and Professional Development

  • Introduction to SDC
  • Approach
  • Demand Management
  • Benefits of Providing PD Training
  • Coaching and Mentoring
  • Benefits of Coaching and Mentoring

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Who should attend this Certified IT Support Technician Training Course?

The Certified IT 1st, 2nd & 3rd Line Support Technician Training Course is designed to provide participants with the skills and knowledge necessary to provide technical support across multiple tiers within an IT support hierarchy. This training course is especially beneficial for these professionals:

  • IT Support Technicians
  • Helpdesk Technicians
  • Service Desk Technicians
  • Entry-Level IT Professionals
  • Technical Support Specialists
  • User Support Technicians
  • IT Consultants

Prerequisites of the IT Support Technician Training Course

There are no formal prerequisites for this IT Support Technician Online Course. However, a basic understanding of Information Technology, Customer Support, and their fundamental concepts would be beneficial.   

IT Support Technician Training Course Overview

Unlock the world of IT support with our IT Support Training a crucial one-day course by the Knowledge Academy. This course is designed to give delegates a basic understanding of how IT Support functions on multiple levels. Gain insights into hardware, software, and networking, ensuring a solid foundation for IT support roles.

Mastering IT Support Training is vital for professionals aiming to excel in IT support roles. This knowledge is essential for understanding the different lines of IT support, which can be broken down into the following three sections: first line, which is an internet-based position, second-line support, which handles desktop issues; and third-line support, which manages servers and oversees an organisation’s IT infrastructure.

This 2-day training at the Knowledge Academy ensures delegates acquire the necessary skills and knowledge to earn the IT Support Technician Certificate. The course covers comprehensive modules, providing a practical and efficient learning experience. This course will equip delegates to undertake a wide range of IT support tasks.

Course Objectives:

  • Develop proficiency in hardware and software troubleshooting
  • Gain a deep understanding of network configurations
  • Acquire skills for diagnosing and resolving technical issues
  • Prepare for the IT Support Technician Certification examination
  • Enhance career prospects with real-world IT support expertise

Upon completion, delegates emerge with a solid foundation in IT support, armed with a certificate that validates their skills, preparing them for diverse roles in the ever-evolving field of technology.

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What’s included in this Certified IT 1, 2 & 3 Line Support Technician Training Course?

  • World-Class Training Sessions from Experienced Instructors
  • Certified IT 1, 2 & 3 Line Support Technician Certificate
  • Digital Delegate Pack

Why choose us

Our Washington D.C. venue

Includes..

Free Wi-Fi

To make sure you’re always connected we offer completely free and easy to access wi-fi.

Air conditioned

To keep you comfortable during your course we offer a fully air conditioned environment.

Full IT support

IT support is on hand to sort out any unforseen issues that may arise.

Video equipment

This location has full video conferencing equipment.

Washington D.C is the capital of the United States and is a federal district. Washington has around 660,000 inhabitants living in the area.

Washington D.C is the home to a variety of universities such as the American University which is a private research university. The university is affiliated with the United Methodist Church. The university was established in 1893 and was approved by former President Benjamin Harrison. The university enrols around 13,000 students a year who are either undergraduate or graduate students. Students at American University have backgrounds of more than 150 nationalities. The American University is also very well known for its study abroad programs in which students can participate in a number of programs around the world.

The George Washington University is another university located in Washington D.C. The university is a private research university and is the largest institution in the District of Columbia. The George Washington University was established in 1821. The university currently has around 25,300 students in attendance with the majority of those studying postgraduate degrees. Some of the courses available at the George Washington University include; Arts, Science, Business, International Affairs, Public Health, Professional Studies, Engineering, Applied Sciences, Nursing and Medicine, Politics and Law.

Another university located in Washington D.C is the Gallaudet University which is a private university for deaf and hard of hearing students. The university has around 2,000 students in attendance. Gallaudet was established in 1864 and was originally a grammar school for deaf and blind children until it became the university. Gallaudet is famous for being the only university that primarily teaches classes specifically accommodated to deaf and hard of hearing students. The university is bilingual using American Sign Language (ASL) and English.

Georgetown University is a private research university in Washington and was established in 1789 making it the oldest catholic and Jesuit institute in the United States. There are around 18,000 students who attend the university each year and study a variety of degrees. Some notable alumni from Georgetown University include eight former heads of state, Bill Clinton, Bradley Cooper and a variety of others. 

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Address

AdvantEdge Business Centres,

5335 Wisconsin Avenue,

Suite 650,

Washington D.C

United States

T: +1 7204454674

Ways to take this course

Experience live, interactive learning from home with The Knowledge Academy's Online Instructor-led Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Washington D.C.. Engage directly with expert instructors, mirroring the classroom schedule for a comprehensive learning journey. Enjoy the convenience of virtual learning without compromising on the quality of interaction.

Unlock your potential with The Knowledge Academy's Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Washington D.C., accessible anytime, anywhere on any device. Enjoy 90 days of online course access, extendable upon request, and benefit from the support of our expert trainers. Elevate your skills at your own pace with our Online Self-paced sessions.

Streamline large-scale training requirements with The Knowledge Academy's In-house/Onsite at your business premises. Experience expert-led classroom learning from the comfort of your workplace and engage professional development.

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Helpdesk Training | Certified IT 1, 2 & 3 Line Support Technician Training in Washington D.C. FAQs

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The training fees for certification in Washington D.C. starts from $2295
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Flexible delivery methods are available depending on your learning style.

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High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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