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You're doing awesome. By now you've learned what software is, how it integrates with our computer, and how we manage it. It was easy to install, update, and remove software on one machine. But what if you had to do that for multiple machines? It would take up ...

New terms and their definitions: Course 1 Week 5 Application software: Any software created to fulfill a specific need, like a text editor, web browser, or graphics editor Assembly language: A language that allowed computer scientists to use human readable...

Introduction This lab will teach you how to perform basic software maintenance on Windows machines. This includes installing software that's not already present on the machines, updating existing software to the newest version, and uninstalling software that‘...

Installing, Updating and Removing Software in Linux Time Limit: 1 hourFree Introduction This lab will teach you how to perform basic software maintenance on Linux machines. This includes installing software that's not already present...

How would you respond if I asked you, do you know how long it'll take me to get to the bank? You'd probably ask, where are you, where's the bank? Are you walking, driving, biking? But if you just guessed the details of my situation to direct me to the bank, yo...

Now that we have the ask-questions approach nailed down let's cover another effective troubleshooting method , isolating the problem. The goal of this method is to shrink the scope of the potential issue. Let's start with a simple game. I have a number I'm thi...

Another effect of troubleshooting method is called Follow the cookie crumbs. What purpose does this serve besides making me want to devour a cookie? Well, this method requires you to go back when the problem first started, and work forward from there. You'd be...

We've asked some great questions to understand our problem. We've isolated our problem to an effective area and looked at our cookie crumbs. Now it's time to start fixing the issue. In the IT world, as in life, problems, don't always have one right answer. Whe...

You've gained a lot of great foundational troubleshooting skills. But there are some common pitfalls that you should try to avoid in order to be at the top of your troubleshooting game. As an IT support specialist, you'll sometimes encounter the same issue ove...

So there are three key attributes that we review when taking a look at potential people for the IT support space. First and foremost passion the IT space is always changing and in order to stay on top of it and continue learning, you're going to need to be pas...

Customer service is a critical skill in IT support. I can't emphasize that enough. The techniques we'll discuss in these videos won't only help you with your users, they help you work better with your peers, your managers, and maybe even your own personal rela...

Now that we've covered the main customer service techniques, we're going to dive into some of the nitty-gritty by looking at the anatomy of an interaction. These apply to any channel of IT support, email, phone, chat, or in-person interactions. From the first ...

If you've ever worked in customer service, then you've dealt with difficult situations. The way you handle them in the food industry and tech roles are pretty similar. But before we dive into that, we're going to take a step back and talk about the science beh...

Another cause of frustration in user support interactions is when people talk over each other. This usually happens over the phone. Since there's sometimes delay, but it can happen in person to. Typically it leads to people talking louder and sometimes ends up...

Have you ever worked hard on something that had a lot of steps and took a long time only to have to do it again three months later and completely forgotten everything you did? Well that happens all the time in the IT world. That's why it's important to docum...

Let's take a look at examples of good and not-so-good documentation. Here's the deal; you encounter a strange issue when helping a user out. This issue happens so often that you and your colleagues have encountered it. No documentation is the worst documentati...

Now that we've talked a little bit about documenting processes, let's talk about how you write documentation in ticketing or bug systems. You don't have to leave a full example of process documentation for every ticket you handle. If you encounter the same iss...

Hello and welcome to the Google Career Certificate focused on cybersecurity. I'm so excited that you're here! My name is Toni, and I am a Security Engineering Manager at Google. I'll be your instructor for the first course of this certificate...

Hi, there. My name is Rob Clifton, and I'm a Program Manager at Google. My career in IT started about 17 years ago. At the time IT knowledge was mainly self-taught. I took certificate course as much like this one, and learned as much as I could along the way w...

To land an interview for a job you want, make sure your resume and online professional presence are in order. This will help you stand out from the other applicants when you apply. Your resume is your first introduction to a new company. Make sure your resume ...