> For the complete documentation index, see [llms.txt](https://cybersecurity-cloud-and-it-notes.gitbook.io/kyles-cybersecurity-cloud-and-it-gitbook/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cybersecurity-cloud-and-it-notes.gitbook.io/kyles-cybersecurity-cloud-and-it-gitbook/tcm-security/practical-help-desk.md). # Practical Help Desk **Works Cited entry:**\ Bellini, Andrew. *Practical Help Desk*. TCM Security Academy, . Accessed \[22, 12, 2024]. ### **Course Overview** This course is designed to introduce students to the world of IT and equip them with the fundamental skills and knowledge to work as a Help Desk Analyst/Technician or to provide the prerequisite foundational knowledge suggested to take more advanced courses. The course covers key topics like the function of IT in modern businesses, how computers actually work down to the bits and bytes they use, how to troubleshoot and repair desktop and laptop computers, how operating systems work and the foundations of computer networking. In addition to the core topics and lessons, there are over 7 hours of hands-on labs including setting up and installing your own virtual machines, administering Linux and Window environments, troubleshooting network issues, performing remote support, and setting up your own self-hosted ticketing software. The course wraps up with a capstone project where students are walked through how to set up and administer their own Windows Active Directory environment which is designed to mimic a real work environment. #### **Key Topics** * Intro to IT * Intro to Computing * Desktop Computer Components and Repair * Installing, Replacing and Troubleshooting laptops * Operating Systems * Virtualization * Windows * Linux * Networking * Security * Remote Support * Ticketing * Windows Active Directory
**Prerequisites** There are no prerequisites for this course, it is a true beginner level course and all skills and knowledge required will be taught in the course. **System Requirements** To get the most out of this course and follow along with the labs, there will be times where two virtual machines (VMs) need to be run simultaneously. If resources are limited, you can run one VM at a time and follow along with the course. Below are the recommended (ideal) specifications. Feel free to adjust based on your own system's limitations, but these specs will ensure a smoother experience with the course labs. * **Processor**: 64-bit 2.0 GHz or higher processor * **RAM:** At least 8 GB (ideally 8-12+ GB) to efficiently run multiple VMs. * **Disk Space:** 80-100 GB of free storage. SSDs are recommended for better performance.
#### **Course Objectives** -Understand the functions and purpose of an IT department in a modern business, including the core roles and responsibilities. -Gain foundational knowledge on how modern computers work at a low level including what binary is and how computers use it to communicate, store data, and perform computations. -Identify and understand the purpose of key computer components including how to remove, install, and replace them in both desktop and laptop computers. -Understand the core concepts and purposes of operating systems including the functionality of the kernel and userland. -Understand the core concepts of virtualization and how to install a hypervisor and setup Linux and Windows virtual machines. -Learn how to install, configure, troubleshoot, and administer both the Windows and Linux operating systems. -Learn the fundamentals of networking including what an IP address is, the OSI model, and common techniques and tools for troubleshooting network problems. -Learn the fundamentals of security that are required for anyone working in IT to help keep themselves and their organization safe. -Learn how to perform remote support via different applications and protocols like SSH, Remote Desktop, VNC and third-party remote support tools. -Understand the importance and key functions of ticketing software and learn how to configure and use your own self-hosted ticketing software. -Learn how to set up and administer a Windows Active Directory environment.
![person working the help desk](https://cdn.fs.teachablecdn.com/DsBPBbzTTRCMJMI4gjqE) ### **Who Should Take the Practical Help Desk Course?** This course is designed for students who are either looking to begin a career in IT or security or are early on in their career. It was designed to provide the core skills and knowledge required to start working at an entry level help desk job. It also serves as a solid foundation of the requisite knowledge suggested for more advanced courses in the TCM Security Academy such as the [Practical Ethical Hacking](https://academy.tcm-sec.com/p/practical-ethical-hacking-the-complete-course) course or [SOC 101](https://academy.tcm-sec.com/p/security-operations-soc-101).
**Student Testimonial**
"I had an interview with a company today for a help desk position. They absolutely loved that I had a home lab built, and that I had some experience with a ticketing system like peppermint. They asked me some of the exact questions you outlined in the ticket interrupts, and were impressed with my answers. I just got off the phone a few minutes ago, and they have offered me the position! So let me be the first of many (hopefully) that thank you personally for putting together the course and helping me get a job."
### **Practical Help Desk Curriculum - 16+ Hours**
1\. Course Introduction * [Course Introduction(7:18)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56620433) * [Lesson Formats(2:59)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56620444) * [The Importance of Notetaking(1:44)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56620463) * [Course Discord and Getting Help(1:42)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56620474) 2\. Intro to IT * [Section Introduction(0:54)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127671) * [What is IT?(9:10)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127674) * [IT Department Org Chart(5:39)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127735) * [IT Department Roles(11:56)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127740) * [Help Desk Roles and Responsibilities(9:13)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127751) * [Help Desk Sample Job Postings Review(6:01)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127772) * [Section Wrap-Up(1:50)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56127775) * [✏️Check-In QuizStart](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/56131538) 3\. Intro to Computing * [Section Introduction(1:41)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060232) * [The Binary System(11:16)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060234) * [Bits and Bytes(4:25)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060235) * [Encoding(8:02)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060320) * [How a Computer Computes Part 1(9:55)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060321) * [How a Computer Computes Part 2(7:01)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060354) * [Compilers and Abstraction(6:57)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060372) * [Section Wrap-Up(3:19)Start](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060390) * [✏️Check-In QuizStart](https://tcm-sec-academy.teachable.com/courses/practical-help-desk/lectures/54060393) ![show all lectures icon](https://fedora.teachablecdn.com/assets/icons/chevron-down-solid-263093b97bd01b06adb0ad6caee9cc0ed3fd93607596fb8dee102ebd20d6d85e.svg)![](https://cdn.fs.teachablecdn.com/OxygwyTzRD2TyQ4iUIDk) **About the Instructor: Andrew Bellini**
My name is Andrew Bellini and I sometimes go as DigitalAndrew on social media. I’m an electrical engineer by trade with a bachelor’s degree in electrical engineering and am a licensed Professional Engineer (P. Eng) in Ontario, Canada. While my background and the majority of my career has been in electrical engineering, I am also an avid and passionate ethical hacker. \ In addition to my love for all things ethical hacking, cybersecurity, CTFs and tech I also am a dad, play guitar and am passionate about the outdoors and fishing. **Works Cited entry:**\ Bellini, Andrew. *Practical Help Desk*. TCM Security Academy, . Accessed \[22, 12, 2024].