Overview
Learn to support technology operations by resolving issues with hardware, software, and virtual or cloud systems.
In this hands-on course, you will build up foundational Windows troubleshooting skills by exploring and overcoming challenging scenario-based labs. Key skills such as communication, knowledge and process documentation, fundamental terminal operations, performance monitoring, system process management, issue handling, backup/imaging/recovery tools, and software application operations are developed.
The course focuses on practical systems support and troubleshooting. Students will utilize the CompTIA troubleshooting methodology as well as the ITIL service management framework to communicate, resolve, and document issues and incidents. Students will also study how endpoints interact with the greater IT infrastructure, exploring concepts such as network ports and protocols, Wi-Fi, and server-based user identity support.
This course includes a career coaching curriculum to get you ready for your job search. The course totals 160 hours, including lectures, lab, coworking, and collaborative projects.
Certification Alignment
This course will substantially prepare you for achieving the learning objectives of CompTIA ITF+ certification, and beyond. This course covers significant aspects of five of the six domains required for ITF+.
- CompTIA ITF+
- 1.0 IT Concepts and Terminology
- 2.0 Infrastructure
- 3.0 Applications and Software
- 4.0 Software Development Concepts
- 6.0 Security
Students are strongly encouraged to register for the CompTIA ITF+ exam during course prework, and take the exam during the final module.
Outcomes
At the end of this course, you will be able to land an entry-level IT Support Technician position with skills to:
- Deliver remote IT service and support
- Set up and configure computer virtualization using VirtualBox
- Deploy an EC2 and Lightsail instance on AWS cloud
- Apply a standardized troubleshooting and workstation deployment methodology
- Utilize backup and recovery tools for disk imaging
- Perform data restoration, startup repair, and secure disposal
- Deploy, configure, and troubleshoot Windows 10 OS
- Install, update, troubleshoot, and uninstall software applications
- Evaluate endpoint performance metrics to identify anomalous readings and troubleshoot a malfunctioning system
- Incorporate infrastructure connectivity concepts including RDP and SSH
- Evaluate and configure network adapter settings
- Deploy pfSense firewall and establish network connectivity through it
- Automate tasks in Linux using Bash scripting in an IDE
- Practice using Linux and Windows terminal commands
- Perform basic GitHub operations
- Be prepared for the Ops 301: Networking and Sysadmin course
Prerequisites
- Ops 102: Intro to Computer Operations: Start your ops journey by deploying your own home lab. This platform will facilitate computer virtualization and support your efforts in learning new skills.
- Students with previous experience can test out of this requirement in their application. If you'd like to test straight into this course, please make sure you have experience with all of the topics covered in the Ops 102 course and are prepared to complete course pre-work by the first day of class.
Prework
Once you are accepted into the course, please complete the Ops 201 Prework.
Topics
Technical Service & Support
- Customer service
- Endpoint technical support
- Issue tracking system
- ITIL service management framework
- Knowledge management, documentation, and standard operating procedures (SOP)
- Remote desktop support and diagnostics
- Service level agreement (SLA)
- Technical project support
- Technical reporting and communication
- Troubleshooting methodology
Hardware & Software
- Endpoint imaging, backup, and recovery
- Windows 10 troubleshooting and configuration
- Performance monitoring and tuning
- Software application deployment, updating, and removal
Infrastructure connectivity
- Active Directory user support
- Cloud instance deployment
- Network protocols TCP/IP, DHCP, DNS, LAN, SMTP, WAN, VPN
- Network ports, ethernet
- Network troubleshooting
- Network routers
Career Transition Services
Changing careers is about more than learning a new skill. In tandem with your Ops education, you will receive powerful career-building strategic training so you can confidently start your job search as soon as (or even before!) you graduate.
Our Career Transition Services provide training, mentoring, leadership, and introductions to industry partners to help you become a more well-rounded professional and a leader in your field. These services, which start in Ops 201 and continue after Ops 401 graduation, involve a series of events, workshops, and assignments that help you think holistically about your new career and take actionable steps towards success.
Learn More
Material Requirements
For all Ops courses beyond 101, you must attend class on the first day with:
- A recent-model laptop (or desktop) computer:
- Running a 64-bit Operating System: either macOS, Linux, or Windows Pro
- Fully up to date, with the latest version of the operating system and all security updates installed
- At least 60GB of free space on the hard drive
- At least 16GB of RAM (or 8GB Unified Memory). 32GB RAM strongly preferred
- Free of viruses, Zoom-ready (reliable webcam and microphone), and in general working order
- A reliable high-speed internet connection.
- An Ops Lab Kit (see below), which contains tools of an IT pro, and a PC to use for labs (where you can uninstall/reinstall the operating system repeatedly).
- Sybex CompTIA ITF+ Study Guide (includes access to online practice exams).
Computer Requirements
You are required to supply your own desktop or laptop computer (not a Chromebook) with adequate system specs to run Zoom, Slack, Remo, and Microsoft Visual Studio Code. This computer will be used to remotely access the Lab Kit PC, which will perform the majority of the resource-intensive virtual machine hosting during the class. You are also responsible for maintaining a reliable source of high-speed internet connectivity for attending lecture time and occasionally presenting via Zoom.
Ops Lab Kit
By the first day of class, you will need to have received ALL items from the Ops Lab Kit Amazon Shopping List as specified by Code Fellows. This means you are responsible for purchasing everything in the Ops Lab Kit list and ensuring it will be delivered to you before class starts.
If your funding source provides required materials, talk to your Admissions Advisor about ensuring a timely delivery.
Your Ops Lab Kit contains primarily:
- A desktop tower PC computer intended for lab and data overwrite
- Compatible peripherals
- Two 32GB USB flash drives
- Sysadmin toolkits
- Cat5e networking supplies
- A wireless router for home network isolation
Each kit costs approximately $400, and will be reused in every Ops course (you don't need to buy more hardware for later courses), in your job search, and beyond.
Stacked Modules
Concepts in each of our courses are taught using stacked modules, where a new concept is introduced in each class session, building upon what came before it. This is a challenging style that requires persistence, practice, and collaboration, but allows more concepts to be introduced over the length of the course. This method helps students learn and retain more information in a short period of time. Learn more about stacked modules »
Homework Policy
In order to pass the class, students must attain at least 90% of available points.
Professionalism
Punctuality, participation in discussions, completion of assignments, and demonstration of professional courtesy to others are required, in accordance with our Code of Conduct. Attendance will be taken at the beginning of every class. Passing requires at least 90% attendance. Students should always contact the instructors ahead of time if they are unable to attend all or part of the published class/lab hours.
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