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Year 1

Help Desk / IT Support

Teach Windows fundamentals, hardware/software troubleshooting, networking, DNS, DHCP, TCP/IP, common ports, ticketing, SLA/priority, customer communication, Active Directory, users, groups, OUs, password resets, account lockouts, GPO, file/share permissions, PowerShell, security fundamentals, escalation, and joiner/mover/leaver concepts.

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Gate 1 — Help Desk Ready

A learner cannot pass this gate merely by reading files. Demonstrated hands-on competency is required.

Windows administration
Basic networking
Ticket handling
AD users/groups/OUs
Password/account troubleshooting
DNS/DHCP concepts
GPO
PowerShell basics
Security fundamentals
Documentation

Phases (11)

1
Y1-P01NOT STARTED
Host & Hyper-V Readiness
Verify virtualization, Hyper-V, disk/RAM, create isolated lab networking, and establish safe checkpoints.
2
Y1-P02NOT STARTED
Windows Administration
Master core Windows administration tasks including user management, system configuration, and administrative tools.
3
Y1-P03NOT STARTED
Networking Fundamentals
Understand TCP/IP, DNS, DHCP, common ports, and network troubleshooting.
4
Y1-P04NOT STARTED
Active Directory Core
Manage AD users, groups, OUs, and understand directory structure.
5
Y1-P05NOT STARTED
DNS & DHCP Concepts
Understand and manage DNS and DHCP services in an AD environment.
6
Y1-P06NOT STARTED
Group Policy
Create, link, and troubleshoot Group Policy Objects.
7
Y1-P07NOT STARTED
Help Desk Ticket Operations
Solve onboarding, password, account lockout, printer, drive, application, and connectivity tickets.
8
Y1-P08NOT STARTED
PowerShell for Support
Use PowerShell for administration, automation, and troubleshooting.
9
Y1-P09NOT STARTED
Security Fundamentals
Understand core security concepts, least privilege, and defensive practices.
10
Y1-P10NOT STARTED
Escalation & Troubleshooting
Master escalation procedures and advanced troubleshooting methodology.
11
Y1-P11NOT STARTED
Help Desk Capstone
Demonstrate comprehensive help desk competency through a multi-ticket capstone assessment.