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Practical Help Desk
Prepare for a career in IT or cybersecurity by learning everything you need to know to work the help desk.
Training for a team or organization? Contact us about group access.
Inside the Course
Scroll down to explore the skills you’ll build, the techniques you’ll master, and the requirements to get started.
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Difficulty: Introductory
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Duration: 16h 30m
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Access: Free
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
Objectives
IT Roles and Responsibilities:
- Understand the functions and purpose of an IT department in a modern business, including the core roles and responsibilities.
Foundational Knowledge:
- 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.
Computer Hardware Basics:
- Identify and understand the purpose of key computer components including how to remove, install, and replace them in both desktop and laptop computers.
Operating System Basics:
- 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.
Networking Fundamentals:
- Learn the fundamentals of networking including what an IP address is, the OSI model, and common techniques and tools for troubleshooting network problems.
Security Fundamentals:
- Learn the fundamentals of security that are required for anyone working in IT to help keep themselves and their organization safe.
Remote Support & Help Desk:
- 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.
Build an Active Directory Lab:
- Learn how to set up and administer a Windows Active Directory environment.
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.
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.
Recommended For
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 course or SOC 101.
Course Curriculum
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1. Course Introduction
- Course Introduction
- Lesson Formats
- The Importance of Notetaking
- Course Discord and Getting Help
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2. Intro to IT
- Section Introduction
- What is IT?
- IT Department Org Chart
- IT Department Roles
- Help Desk Roles and Responsibilities
- Help Desk Sample Job Postings Review
- Section Wrap-Up
- ✏️Check-In Quiz
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3. Intro to Computing
- Section Introduction
- The Binary System
- Bits and Bytes
- Encoding
- How a Computer Computes Part 1
- How a Computer Computes Part 2
- Compilers and Abstraction
- Section Wrap-Up
- ✏️Check-In Quiz
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4. Desktop Computer Components and Repair
- Section Intro
- ESD Precautions and Opening Computers
- The Central Processing Unit (CPU)
- Random Access Memory (RAM)
- Drives
- Power Supply Unit (PSU)
- Graphical Processing Unit (GPU)
- Motherboard (MOBO)
- Ports, Cables and Peripherals
- POSTing and the BIOS
- 🎟️Ticket Interrupt
- Computer Components Additional Reading
- Section Outro
- ✏️Check-In Quiz
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5. Laptop Computer Components and Repair
- Section Intro
- Opening Laptops
- Laptop Battery
- Laptop Ram
- Laptop Drives
- Laptop CMOS Battery
- Additional Laptop Components
- Section Outro
- ✏️Check-In Quiz
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6. Operating Systems
- Section Intro
- Operating Systems 101
- File Systems
- File Types
- Section Outro
- ✏️Check-In Quiz
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7. Virtualization
- Section Intro
- Virtual Machines and Hypervisors
- Advantages of Virtualization
- Containers
- 🖥️Installing VirtualBox
- Section Wrap-Up
- ✏️Check-In Quiz
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8. Windows
- Section Intro
- 🖥️Installing Windows 11 on a VM Part 1
- 🖥️Installing Windows 11 on a VM Part 2
- 🖥️Installing Windows 11 on a VM Part 3
- 🖥️Creating and Restoring VM Snapshots
- 🖥️Windows Basics
- 🖥️Local and Domain Accounts
- 🖥️Administering Local User Accounts
- 🎟️Ticket Interrupt
- 🖥️Installing and Uninstalling Software
- 🖥️Local File Permissions
- 🖥️Windows Updates
- 🖥️Windows Logs and Event Viewer
- 🖥️Windows Device Manager
- 🖥️Windows Task Manager
- 🖥️Windows Services
- 🖥️Windows Registry
- 🖥️Windows Cmd Prompt
- 🖥️Windows Task Scheduler
- Section Outro
- ✏️Quick Check-In Quiz
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9. Linux
- Section Intro
- GNU/Linux and Distros
- 🖥️Installing Ubuntu Linux on a VM
- 🖥️Finalize Ubuntu VM Installation
- 🖥️Intro to the Linux Terminal
- 🖥️Linux User Levels and Sudo
- 🖥️Linux Filesystem Hierarchy
- 🖥️Linux File Permissions
- 🎟️Ticket Interrupt (Administering Users in Linux)
- 🖥️Intro to Bash Scripting Part 1
- 🖥️Intro to Bash Scripting Part 2
- 🖥️Scheduling Tasks with Cronjobs
- 🖥️Upgrading and Installing Packages
- 🖥️Keeping Ubuntu Up-To-Date
- Section Wrap-Up
- ✏️Check-In Quiz
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10. Networking
- Section Intro
- Intro to Networking Part 1
- Intro to Networking Part 2
- The OSI Model Part 1
- The OSI Model Part 2
- Network Addresses and Subnet Masks
- CIDR Notation
- Hubs, Switches and ARP
- Routers
- 🖥️Setting up a SoHo Router
- Ports
- 🖥️Bonus Ethical Hacking Networking Lab
- 🎟️Ticket Interrupt
- VPNs
- OpenVPN Client (Plus how to connect to TCM Exam Platform)
- 🖥️Network Troubleshooting Commands
- Section Wrap-Up
- ✏️Check-In Quiz
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11. Remote Support
- Section Intro
- 🖥️SSH Part 1
- 🖥️SSH Part 2
- 🖥️Remote Desktop (RDP)
- 🖥️VNC
- 🖥️3rd Party Remote Support Applications
- Tips and Tricks for Phone Support
- Section Outro
- ✏️Check-In Quiz
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12. Ticketing
- Section Intro
- 🖥️Installing Docker and Peppermint
- 🖥️Configuring Peppermint
- 🖥️Creating, Commenting, Assigning and Closing Tickets
- 🎟️Ticket Interrupt
- Section Outro
- ✏️Check-In Quiz
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13. Security
- Section Intro
- The CIA Triad
- Firewall, AV, EDR and SIEM
- IAM, MFA and SSO
- Social Engineering
- Phishing
- 🎟️Ticket Interrupt
- Device Disposal
- Section Outro
- ✏️Check-In Quiz
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14. Soft Skills
- Soft Skills For The Job Market
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15. Active Directory Lab
- Section Intro
- What is Active Directory
- 🖥️Downloading Server 2022
- 🖥️Installing Server 2022 as a VM
- 🖥️Configuring Server as a Domain Controller
- 🖥️Creating Domain Users
- 🖥️Attaching Windows 11 VM to Domain
- 🖥️Organizational Units and Groups
- 🖥️Group Policy Objects
- 🎟️Ticket Interrupt
- 🖥️Intro to PowerShell
- 🖥️Automating Tasks with PowerShell
- 🖥️Resetting AD Passwords
- Section Outro
- ✏️Check-In Quiz
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16. Course Wrap-Up
- Course Wrap-Up
- Next Steps: The Practical Help Desk Associate (PHDA) Certification
This Course Is Included in Your All-Access Membership
One membership gives you ongoing access to Practical Help Desk, every other paid Academy course, and an active community of learners and mentors in Discord.
INSTRUCTORS
Meet Your Instructor
Learn from industry experts with real-world cybersecurity experience.
Andrew Bellini
Welcome Everyone! 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 being an instructor I am also a longtime student of TCM, and their courses helped me transition my career to working as a technical trainer for a cybersecurity company.
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.
Prepare for the Practical Help Desk Associate (PHDA) Exam
Prepare for the Practical Help Desk Associate (PHDA) Exam This course is designed to help you build the skills tested by the PHDA certification, a practical, hands-on help desk exam.
Pair the Practical Help Desk course with the PHDA exam to validate your skills with a recognized credential.
FAQS
Common Questions
Here are a couple of our most commonly asked questions, contact us if you don’t find an answer!
Can I get a refund if I'm unhappy with my purchase?
Yes. All courses come with a 24-hour money-back guarantee.
Will I receive a certificate of completion when I finish a course?
Yes. All courses come with a certificate of completion.
Do the courses count as Continuing Education Units (CEUs)?
Yes. Every certificate of completion comes with the total CEUs earned listed on the certificate.
What is the All-Access Membership?
As of July 1st, 2023 TCM Academy transitioned to a monthly subscription model, where you now receive full access to all of the courses on our platform for as long as your subscription remains active.
What if you already own courses on TCM Academy?
If you already own a course on our platform, you will continue to own that course. Previously owned courses will not be affected by this change.
I can see the course, but it won’t load or play. What should I do?
We use Cloudflare to protect our course platform and unfortunately, it does not play nice with VPNs. If you are experiencing issues, turn off your VPN and try again. If that does not solve the issue, please contact our support team at support@tcm-sec.com and we will help you out.
This course is included in our All-Access Membership, starting at $29.99/month.
Get full access to this course and our full course catalog when you enroll in our All-Access Membership.
RELATED COURSES
Continue Your Learning Path
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AI 100: Fundamentals
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Linux 101
Ready to level up your Cybersecurity Career?
Get unlimited access to every TCM Security Academy course, hands-on lab, and certification pathway with an All-Access Membership. Learn at your own pace, build real-world skills, and take the next step toward a career in cybersecurity.
