Course Offerings

This Cisco Certified Support Technician (CCST) IT Support course provides foundational knowledge and skills necessary for entry-level IT support roles. Students will learn key concepts such as queue and time management, troubleshooting, documentation practices, and assisting end users with network and device issues. The course covers a wide range of topics including hardware and software support, operating system troubleshooting (Windows, MacOS, and mobile devices), network connectivity, cloud terminology, and security threat identification. Through hands-on labs and real-world scenarios, students will develop practical skills in using remote support tools, resolving common IT issues, and preparing for the 100-140 Cisco Certified Support Technician (CCST) IT Support certification exam.

Course Objectives

Evaluate the effectiveness of help desk queue management, time management, and troubleshooting processes.


Diagnose and resolve common hardware issues, such as RAM, storage, and peripheral failures.


Troubleshoot and resolve common network connectivity problems, including IP addressing, DNS, and wireless network access.


Assist end users in troubleshooting and resolving operating system and application-related issues.


Identify common security threats such as phishing and malware and apply preventative measures.


Utilize appropriate job tools such as remote access software and troubleshooting utilities to efficiently resolve IT issues.

Outline of Instruction

Help Desk

Hardware

Networking and Network Connectivity

Windows OS

macOS

Virtualization, Cloud, and Remote Access

Security

The IT Professional

Final Preparation

Cisco Certified Support (CCST) IT Support 100-140 Official Cert Guide Exam Updates

Certification Exam Review and Preparation

Contact Hours

96

CEUs

1

Industry Standard, State or National Certification

Certification

Cisco

Website

https://learningnetwork.cisco.com/s/ccst-it-support-exam-topics

Certification Learning Outcomes/Requirements

IT Support Job Tasks and Responsibilities

Hardware Issues

Connectivity and Resource Access Issues

Operating System and Application Issues

Common Threats and Preventions

Job Tools

CE or CU Articulation

No

Prerequisites

Prior to course enrollment, students should have basic computer literacy to navigate operating systems.

Learning Supplies Needed

None

Clinical Site/Special Facilities

None

Requirements for Successful Completion

80% attendance
Actively participate in class, including discussions and independent and group activities.
,Complete assigned labs and projects.

Accreditation/Special Approval Requirements

N/A

Intended Audience

Those who are pursuing a career in IT support or anyone who wants to prepare for the Cisco Certified Support Technician (CCST) IT Support certification.

Specific Industry or Business Support Needs

Technical Support Engineers, Systems Administrators, Field Service Technicians, Technical Support Analysts, Service Desk Analysts

Wake County Need for Industry Positions

According to Lightcast, Wake County has a strong demand for IT support professionals, with job postings showing a consistent need across multiple sectors. The region's job market reflects rapid growth in technical support roles.

Industry or Job Titles Related to Training Outcomes for Employment

Service Desk Analysts

Technical Support Analysts

Field Service Technicians

Systems Administrators

Technical Support Engineers

Related Courses

Course Contact Information

Rochelle Waters
9195325579
[email protected]