1.0 Network Support – Introduction

1.0 Network Support – Introduction

1.0.1 Why Should I Take this Module?

Hello! It’s Webster. Let me introduce you to my friend Lara! Lara has been working as a help desk technician in the IT department for a small community college in Brisbane, Australia, for just over a year. The help desk receives numerous IT support requests from administrators, faculty, and students. Lara has proven to be an excellent asset to the help desk team, as she is very effective at solving problems. Because of her superb work, Lara was recently promoted and assigned to develop a troubleshooting guide to help new technicians solve everyday IT problems. What approach would you use when diagnosing a reported problem? What documentation would you need to help do your job? How do you keep track of a reported problem? Which commands would be helpful when diagnosing endpoint and network problems? Keep reading as we will answer these questions in this module.

1.0.2 What Will I Learn in this Module?

Module Title: Network Support

Module Objective: Demonstrate effective troubleshooting methodologies and help desk best practices.