Cisco Certified Support Technician (CCST) IT Support Exam

Course Description for Cisco Certified Support Technician (CCST) IT Support

Prepare for the Cisco Certified Support Technician (CCST) IT Support exam with this course designed to equip you with the essential skills and knowledge needed for IT support roles. This 50-minute exam covers key aspects of IT support, including queue and time management, documentation, troubleshooting, hardware issues, connectivity, operating systems, application issues, and security threats.

What You Will Learn:

• IT Support Job Tasks and Responsibilities

  • Understand key help desk concepts, including queue management, SLAs, and KPIs.

  • Learn how to effectively document customer interactions.

  • Follow a structured problem-solving process to troubleshoot IT issues.

• Hardware Issues

  • Follow safety procedures to prevent electrical shock, ESD, and other hazards.

  • Assist users in identifying and using hardware tools and ports on their devices.

  • Identify, install, and upgrade components in a desktop computer, including RAM and storage devices.

  • Troubleshoot common hardware issues and understand firmware updates.

• Connectivity and Resource Access Issues

  • Establish and troubleshoot access to network-based resources and directory services.

  • Resolve connectivity issues with peripherals like printers, scanners, and webcams.

  • Examine end-device connectivity to networks using tools and commands like ipconfig and ping.

• Operating System and Application Issues

  • Assist users with resolving issues on Windows and macOS operating systems.

  • Troubleshoot mobile device issues and understand MDM basics.

  • Understand virtualization and cloud terminology and assist with common application issues.

• Common Threats and Preventions

  • Identify security threats like phishing and malware, and perform basic investigations.

  • Understand and avoid social engineering attacks.

  • Recognize company policies and confidentiality guidelines to protect user data.

• Job Tools

  • Use remote access software for efficient remote support.

  • Utilize troubleshooting tools and AI to research issues and update documentation.

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Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

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