Youth Development Computer Academy

Technical Support & Operations Assistant Course Module

Module 01: Computer Fundamentals

1. Introduction to Information Technology
2. Computer Fundamentals
3. Computer Hardware Components
4. Input & Output Devices
5. Storage Devices
6. Computer Ports & Connectors
7. BIOS & UEFI
8. PC Assembly & Disassembly
9. Hardware Maintenance
10. Hardware Troubleshooting

Module 02: Operating Systems

1. Operating System Fundamentals
2. Windows Installation
3. Windows Configuration
4. User Account Management
5. File & Folder Management
6. Disk Management
7. Device Manager
8. Driver Management
9. Software Installation & Management
10. Windows Troubleshooting
11. System Maintenance & Optimization
12. Backup & System Recovery

Module 03: Computer Networking

1. Networking Fundamentals
2. Network Types & Topologies
3. OSI Model
4. TCP/IP Model
5. IPv4 Addressing
6. Subnetting Basics
7. MAC Address
8. DNS & DHCP
9. LAN & WAN
10. Network Devices
11. Router & Switch Fundamentals
12. Wi-Fi Networking
13. Network Cable & Connectors
14. Network Configuration
15. Network Troubleshooting
16. Basic Network Security

Module 04: Technical Support & Helpdesk

1. IT Support Fundamentals
2. Helpdesk Operations
3. IT Service Desk
4. Incident Management
5. Service Request Management
6. Ticket Management
7. Ticket Priority & Severity
8. SLA Fundamentals
9. Troubleshooting Methodology
10. Remote Desktop Support
11. User Support
12. Technical Documentation
13. Knowledge Base Management
14. Escalation Procedures
15. Customer Service & Communication

Module 05: IT Operations & Office Support

1. IT Operations Fundamentals
2. Daily IT Operations
3. IT Asset Management
4. Hardware Inventory Management
5. Software Inventory Management
6. Asset Tagging
7. Equipment Handover
8. IT Maintenance Management
9. Printer & Scanner Management
10. Email Management
11. Document Management
12. Data Entry & Record Keeping
13. IT Reporting
14. Preventive Maintenance
15. Operational Documentation

Module 06: Cybersecurity & Professional Skills

1. Cybersecurity Fundamentals
2. Password Security
3. Multi-Factor Authentication
4. Malware & Virus Protection
5. Phishing & Social Engineering
6. Email Security
7. Safe Internet Practices
8. Data Privacy & Protection
9. Endpoint Security
10. Data Backup & Recovery
11. Professional Communication
12. Workplace Etiquette
13. Problem-Solving Skills
14. Teamwork & Time Management
15. CV/Resume Preparation
16. Job Interview Preparation
17. Technical Interview Preparation
18. Final Practical Project