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Technical Support Fundamentals

Google via Coursera


This course is the first of a series that aims to prepare you for a role as an entry-level IT Support Specialist. In this course, you’ll be introduced to the world of Information Technology, or IT. You’ll learn about the different facets of Information Technology, like computer hardware, the Internet, computer software, troubleshooting, and customer service. This course covers a wide variety of topics in IT that are designed to give you an overview of what’s to come in this certificate program.

By the end of this course, you’ll be able to:
● understand how the binary system works
● assemble a computer from scratch
● choose and install an operating system on a computer
● understand what the Internet is, how it works, and the impact it has in the modern world
● learn how applications are created and how they work under the hood of a computer
● utilize common problem-solving methodologies and soft skills in an Information Technology setting


  • Introduction to IT
    • Welcome to Technical Support Fundamentals, the first course of the IT Support Professional Certificate! By enrolling in this course, you are taking the first step to kickstarting your career in tech. In the first module of the course, we'll learn about how computers were invented, how they've evolved over time, and how they work today. We will also learn about what an "IT Support Specialist" is and what they do in their job. By the end of this module, you will know how to count like a computer using binary and understand why these calculations are so powerful for society. So let's get started!
  • Hardware
    • In the second module of this course, we'll learn about what's inside a computer. We'll learn all about the hardware components or different pieces inside a computer. We'll discover what each component does and how they work together to make a computer function. By the end of this module, you will also know how to build a computer from scratch!
  • Operating System
    • In the third module of the course we will become familiar with operating systems. We discuss the operating systems that are most widely used today and learn how an operating system interacts with computer hardware. We will learn about the startup process of an operating system and show you how to install the Windows, Linux and Mac OS X operating systems from scratch. At the end of this module you will interact directly with the Windows and Linux operating systems via the Qwiklabs environment.
  • Networking
    • In the fourth module of this course, we'll learn about computer networking. We'll explore the history of the Internet and what "The Web" actually is. We'll also discuss topics like Internet privacy, security, and what the future of the Internet may look like. You'll also understand why the Internet has limitations even today. By the end of this module, you will know how the Internet works and recognize both the positive and negative impacts the Internet has had on the world.
  • Software
    • In the fifth module of this course, we'll learn about computer software. We'll learn about what software actually is and the different types of software you may encounter as an IT Support Specialist. We'll also explore how to manage software and revisit the concept of "abstraction." By the end of this module, you'll use the Qwiklabs environment to install, update and remove software on both Windows and Linux operating systems.
  • Troubleshooting
    • Congratulations, you've made it to the last module of the course! In the final module, we'll learn about the importance of troubleshooting and customer support. We'll go through some real-world scenarios that you might encounter at a Help Desk or Desktop Support role. We'll learn why empathizing with a user is super important when working in a tech role. Finally, we'll learn why writing documentation is an important aspect of any IT role. By the end of this module, you will utilize soft skills and write documentation to communicate with others.

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3.4 rating, based on 9 Class Central reviews

4.8 rating at Coursera based on 148044 ratings

Start your review of Technical Support Fundamentals

  • If you know a lot about computers already, you will probably race through this course. If you are a beginner, it's a great place to start. I already have some knowledge of how computers work, and found the material interesting. Some older reviews mention the difficulty of using Quiklabs for some assessments but my experience was positive. The instructions were clear and the only step not mentioned was to refresh your Coursera page after finishing the exercise, so your results will appear. The peer assessment requirement has also been removed. I'm looking forward to the next course.
  • JT Adms
    Horrible. Worked through 6 week course doing all assignments. After 3 straight weeks of assignment submission complications I dropped and asked for a refund. 6 weeks of work and nothing to show for it. I seldom go out if my way to post a negative review but this was such a disappointment. If you enroll be sure to ask up front if their assignment submission, grading, and certificate processes have been debugged yet. I got at least a partial refund, which I appreciate, but I'm still so disappointed at the time I lost and the lost opportunity.
  • Anonymous
    I agree with the other reviewer: SKIP THIS. It's super buggy and totally frustrating. I got to the very last segment before I realized that my assignments did not even submit totally and I made sure to go through the exact procedures completely. The online portal that is used for virtualization is problematic and did not capture all of my work. Then, as soon as you log in, never will the course remember where you left off. It's maddening. I didn't get a refund and paid for two months of Coursera. Totally bogus. Want to give ZERO STARS.
  • Profile image for Lance Arnold
    Lance Arnold
    I already had some background knowledge on this and am taking it as part of google's IT support certification. It was easy and straightforward, I really enjoyed being able to skip the videos and go straight through the graded assessments and assignments. Can be completed in 24 hours if you know the material, personally it took me a little longer due to the peer grading requirements (sometimes there aren't enough assignments to grade). Didn't really run into any errors regarding assignment submission or anything.
  • Profile image for Amio Galib Chowdhury
    Amio Galib Chowdhury
    I finished the course in May 2020. The course content is excellent. However, if you already have some background knowledge, you'll find it very easy.
  • Anonymous
    I completed the whole course on the 5th of May, and the course material presented from Goggle is good. HOWEVER, the rest of this course has a lot of issues! If you read the forums that a person can only view if enrolled will reveal what I am about t…
  • A solid but basic introduction to computers. Good for someone who wants to dip a toe in and see if they're interested in getting into IT.
  • Nelson .i. Omoniyi
    This course is solid and excellent, met all expectations and even beyond .....will recommend it to my friends and family members.
  • Profile image for Max Chau
    Max Chau
    This is quite a good introductory course to attend. Those ideas introduced are rather fundamental in my opinion, but they are very crucial for an IT Support career I believe. Though, the concepts are explained very clearly.

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