Intro to IT Support - Program Intro

Overview of the IT Support Job Market

  • There is a significant demand for IT support jobs worldwide, with hundreds of thousands of positions available.

  • Companies, both large and small, are eager to hire skilled candidates for these roles.

  • The need for IT support professionals is increasing as technology integrates into every aspect of business.

Challenges for Aspiring IT Support Professionals

  • Many potential candidates face barriers to entering the field:

    • Lack of a university degree.

    • Limited access to in-person training programs.

    • High costs associated with traditional education methods.

  • There is a need for flexible, accessible training programs to learn essential skills.

Program Overview

  • The program is designed to provide foundational skills and confidence needed for an entry-level IT support role.

  • Focuses on both in-person and remote support.

  • Offers hands-on experience through interactive labs and exercises that simulate help desk environments.

  • Curriculum aims to prepare learners for employment in IT support.

Program Benefits

  • Graduates of the program can connect with top employers like Google and Bank of America looking to hire entry-level IT support professionals.

  • Developed by industry experts (Googlers) with real-world experience in IT support.

  • Caters to individuals with varying levels of experience in IT.

Curriculum Design

  • The program includes courses on:

    • Technical Support Fundamentals

    • Computer Networking

    • Operating Systems

    • System Administration and IT Infrastructure Services

    • IT Security

  • Estimated completion time for the certificate is about eight months, with a commitment of 8-10 hours per week.

Learning Experience

  • The program allows for self-paced learning, with options to skip familiar content or review difficult topics.

  • Emphasizes a personalized learning journey, enhancing engagement and retention.

  • Completion of the program signals to employers the candidate's persistence and adaptability.

Instructors and Course Structure

  • Content is delivered by experienced IT professionals:

    • Kevin Limehouse: Support specialist, will teach the history of computing.

    • Victor Escobedo: Corporate operations engineer, focusing on Internet lessons.

    • Cindy Quach: Site reliability engineer, covering operating systems.

    • Devanshri Darren: Corporate operations engineer, focusing on hardware and systems administration.

    • Phelan Vendevel: Systems engineer, teaching software lessons.

    • Gian Spakusa: Program manager in Android security, covering IT security.

    • Martie Clark: Google IT support manager, focusing on troubleshooting and customer service.

    • Rob Clifton: Program manager at Google, providing interview tips and technical scenarios.

Conclusion

  • The program offers a robust pathway into IT support, providing relevant skills, real-world insights, and networking opportunities with leading employers.