Helpdesk: No Experience → Tier 2
A hands-on, 60-lesson path built around CompTIA A+, Network+, Microsoft MD-102 and MS-102: PC hardware, networking, Windows support, the helpdesk craft (ITIL & ticketing), modern endpoint management, and AI tools for resolving real endpoint problems.
61 lessons · 6 modules
Module 1
PC Hardware & How Computers Work (A+ Core 1)
- 01 How a computer works: hardware, software & the boot process
- 02 Inside the PC: CPU, RAM, motherboard & power supply
- 03 Storage explained: HDD vs SSD, partitions & file systems
- 04 Ports, connectors & peripherals
- 05 Operating systems overview: Windows, macOS, Linux & mobile
- 06 Setting up and navigating Windows
- 07 Laptops & mobile devices
- 08 Printers and printing
- 09 Safety, ESD and the technician's toolkit
- 10 Hands-on lab: build, upgrade and tear down a PC
Module 2
Networking Foundations (Network+)
- 01 What is a network? LAN, WAN and the internet
- 02 The OSI and TCP/IP models made simple
- 03 IP addressing and subnetting basics
- 04 DNS, DHCP and name resolution
- 05 Common ports and protocols
- 06 Network hardware: routers, switches, access points & firewalls
- 07 Wi-Fi and wireless networking
- 08 Cabling and connectors
- 09 Network troubleshooting with command-line tools
- 10 Network security basics
Module 3
Windows, OS Support & Security (A+ Core 2)
- 01 Windows administration: Settings, Control Panel & Task Manager
- 02 The command line and PowerShell essentials
- 03 User accounts, groups and NTFS permissions
- 04 The Windows troubleshooting toolkit
- 05 Malware, threats and remediation
- 06 Security best practices: passwords, MFA & encryption
- 07 Backup, recovery and imaging
- 08 Virtualization and cloud basics
- 09 Linux and macOS support basics
- 10 Scripting basics for support technicians
Module 4
The Helpdesk Professional: ITIL, Ticketing & Soft Skills
- 01 The Tier 1/2 helpdesk role and career path
- 02 Ticketing systems: ServiceNow, Jira & Zendesk
- 03 ITIL fundamentals: incident, problem and change
- 04 The troubleshooting methodology (the A+ 6-step model)
- 05 Communication and customer service skills
- 06 Documentation and knowledge bases
- 07 SLAs, priorities and escalation
- 08 Remote support tools and techniques
- 09 Active Directory and identity basics
- 10 Lab: a day in the life of a helpdesk technician
- 11 RMM with NinjaOne: managing the whole fleet
Module 5
Modern Endpoint Management with AI (MD-102)
- 01 Modern management and an intro to Microsoft Intune
- 02 Entra ID and device identity (join types)
- 03 Windows Autopilot deployment
- 04 App deployment and management with Intune
- 05 Configuration profiles and compliance policies
- 06 Endpoint security and Microsoft Defender
- 07 Windows Update for Business and patching
- 08 AI tools for support: Copilot and AI ticket triage
- 09 Resolving modern endpoint problems with AI
- 10 AI-assisted scripting and automation
Module 6
Microsoft 365 Administration (MS-102)
- 01 Microsoft 365 tenant overview
- 02 Identity and access management in Microsoft 365
- 03 Exchange Online and email support
- 04 Teams, SharePoint and OneDrive support
- 05 Microsoft 365 security and compliance basics
- 06 Defender for Office 365 and threat protection
- 07 Microsoft 365 troubleshooting and service health
- 08 AI in Microsoft 365: Copilot adoption and support
- 09 Tier 2 capstone: end-to-end incident handling
- 10 Certification roadmap and job-search playbook