IBM
IBM IT Support Professional Certificate

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IBM

IBM IT Support Professional Certificate

Prepare for a career as an IT support specialist. Build job-ready skills and prep for the CompTIA ITF+ certification exam. No prior experience needed.

IBM Skills Network Team
Rav Ahuja
Amy Norton

Instructors: IBM Skills Network Team

52,898 already enrolled

Included with Coursera Plus

Earn a career credential that demonstrates your expertise
4.8

(2,182 reviews)

Beginner level

Recommended experience

Flexible schedule
3 months at 10 hours a week
Learn at your own pace
Prepare for a degree
Earn a career credential that demonstrates your expertise
4.8

(2,182 reviews)

Beginner level

Recommended experience

Flexible schedule
3 months at 10 hours a week
Learn at your own pace
Prepare for a degree

What you'll learn

  • Master the most up-to-date practical skills and tools used by IT support professionals and how to apply them in an everyday professional setting

  • Learn hardware and software skills that help users select, install, and configure their devices, operations systems, and applications

  • Develop a strong IT foundation in topics including cybersecurity, networking, cloud, databases, and be prepared for CompTIA certification exams

  • Practice customer service and troubleshooting skills by using ticketing systems, hands-on labs, demos, and interactive exercises

Details to know

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Taught in English

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Professional Certificate - 9 course series

What you'll learn

  • Define technical support, tech support, IT support, customer support mindset, the various levels of IT support, and the escalation matrix

  • Discover soft and technical skills required and opportunities available for a career in Technical Support

  • Explore the features and benefits of ticketing systems

  • Identify the various methodologies and frameworks popular in technical support

Skills you'll gain

Category: Technical Support
Category: Technical Documentation
Category: Service Level
Category: IT Service Management
Category: Technical Communication
Category: Help Desk Support
Category: Remote Access Systems
Category: System Support
Category: End User Training and Support
Category: Desktop Support
Category: Issue Tracking
Category: Customer Service

What you'll learn

  • Identify the hardware components of desktops, laptops, and other devices, plus operating system functions, settings, and troubleshooting processes

  • Explore ports, connectors, storage devices, and GPU architectures, and assess appropriate processing and hardware solutions for applications

  • Develop secure IoT integration strategies for wearable devices and smart tech, using effective device management and cybersecurity principles.

  • Evaluate VR and AR technologies for organizational use, assessing hardware requirements, deployment considerations, and practical applications.

Skills you'll gain

Category: Computer Hardware
Category: Operating Systems
Category: Data Storage
Category: Peripheral Devices
Category: User Accounts
Category: Computing Platforms
Category: Computer Systems
Category: Disaster Recovery
Category: Technical Support
Category: Mac OS
Category: Networking Hardware
Category: System Configuration
Category: USB
Category: Software Installation
Category: Network Infrastructure
Category: Hardware Troubleshooting
Category: Linux
Category: Computer Architecture
Category: File Systems
Category: Information Technology

What you'll learn

  • Classify, install, and administer software applications and tools, including those used on mobile operating systems

  • Learn foundational concepts in cloud services, browser technologies, and software development models, techniques, and best practices

  • Utilize core database concepts using the principles of database management and perform basic operations to interface with and maintain databases

  • Understand how AI enables intelligent tools such as chatbots, virtual assistants, and generative applications to solve real-world problems

Skills you'll gain

Category: Relational Databases
Category: Computer Programming
Category: SQL
Category: Programming Principles
Category: Artificial Intelligence
Category: Generative AI
Category: Data Storage Technologies
Category: Application Deployment

What you'll learn

  • Explain wired and wireless network types, topologies, cable categories, IP addressing, packet flow, and core protocols

  • Configure secure networks and mobile devices using encryption standards and troubleshooting tools, including the command prompt and Windows Settings

  • Explore memory and storage technologies, including RAM, ROM, RAID, STaaS, file/block/object storage, USB4, and NVMe, andtroubleshooting methods

  • Apply NFC operating modes, Wi-Fi security protocols, and device integration techniques to evaluate modern networking and storage solutions

Skills you'll gain

Category: General Networking
Category: Wireless Networks
Category: Data Storage Technologies
Category: Local Area Networks
Category: Network Security
Category: TCP/IP
Category: Network Troubleshooting
Category: Computer Networking
Category: Network Protocols
Category: Wide Area Networks
Category: OSI Models
Category: Performance Tuning
Category: Networking Hardware
Category: Microsoft Windows
Category: Network Architecture
Category: Command-Line Interface
Category: Data Storage
Category: Network Infrastructure

What you'll learn

  • Learn how to identify common cybersecurity threats, including malware, social engineering, breaches, and other attack vectors

  • Install software updates and patches, and apply authentication, encryption, and device-hardening techniques to protect sensitive information

  • Explore physical security, environmental safeguards, and access control measures used to prevent unauthorized access and ensure business continuity

  • Apply cybersecurity best practices using strong password creation and management strategies, and identify use cases for encryption

Skills you'll gain

Category: Malware Protection
Category: Multi-Factor Authentication
Category: Cybersecurity
Category: Encryption
Category: Personally Identifiable Information
Category: Cyber Attacks
Category: Windows Servers
Category: Hardening
Category: Application Security
Category: Microsoft Windows
Category: Computer Security Awareness Training
Category: Cryptography
Category: Threat Detection
Category: Security Controls
Category: Authentications
Category: Email Security
Category: Endpoint Security
Category: Data Integrity
Category: Security Awareness
Category: Data Security

What you'll learn

  • Define cloud computing and explain essential characteristics, history, the business case for cloud, and the emerging technologies enabled by cloud

  • Describe the cloud service models- IaaS, PaaS, SaaS, and cloud deployment models- Public, Private, Hybrid; explain cloud infrastructure components

  • Explain emerging Cloud related trends including HybridMulticloud, Microservices, Serverless, Cloud Native, DevOps, and Application Modernization

  • List and describe services of popular cloud platforms including AWS, Microsoft Azure, Google Cloud, IBM Cloud, Alibaba Cloud, and others

Skills you'll gain

Category: Cloud Computing
Category: Cloud Services
Category: Serverless Computing
Category: Cloud Infrastructure
Category: Cloud Storage
Category: Infrastructure As A Service (IaaS)
Category: Cloud Security
Category: Emerging Technologies
Category: Cloud-Native Computing
Category: Cloud Computing Architecture
Category: Hybrid Cloud Computing
Category: DevOps
Category: Cloud Technologies
Category: Cloud Management
Category: Cloud Development
Category: Virtual Machines
Category: Cloud Solutions
Category: Cloud Engineering
Category: Cloud Hosting
Category: Cloud Platforms

What you'll learn

  • Practice and check your readiness for the CompTIA Tech+ Certification exam that tests your proficiency in IT fundamentals

  • Describe the components of an OS, identify programming language categories, define programming & database concepts, and the interface methods used 

  • Identify best security practices, including confidentiality, integrity, and availability concerns of secure devices, and describe IT concepts

Skills you'll gain

Category: Test Planning
Category: Artificial Intelligence

What you'll learn

  • Describe processes and information related to IT Fundamentals in the context of providing technical support.

  • Demonstrate systematic and effective troubleshooting and problem-solving skills.

  • Use diagnostic tools and tracking systems to solve and log customer issues.

  • Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.

Skills you'll gain

Category: Technical Support
Category: Cloud Computing
Category: Hardware Troubleshooting
Category: Operating Systems
Category: Network Troubleshooting
Category: Cybersecurity
Category: End User Training and Support
Category: Technical Support and Services
Category: Issue Tracking
Category: System Support
Category: Cloud Storage
Category: Data Storage
Category: Cloud Security
Category: Customer Service
Category: General Networking
Category: Cloud Services
Category: Desktop Support
Category: Computer Hardware

What you'll learn

  • Summarize the basic functions and tasks of the technical support specialist role.

  • Describe some career paths for technical support and the job prospects for the field.

  • Review technical support fundamentals and refresh essential skills.

  • Discover what to expect from a technical interview so you can come prepared.

Skills you'll gain

Category: Interviewing Skills
Category: Professional Networking
Category: Technical Support
Category: System Support
Category: Problem Solving
Category: Desktop Support
Category: Communication
Category: Verbal Communication Skills
Category: Technical Support and Services
Category: Professional Development
Category: Professionalism
Category: Technical Communication
Category: Help Desk Support

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Get a head start on your degree

When you complete this Professional Certificate, you may be able to have your learning recognized for credit if you are admitted and enroll in one of the following online degree programs.¹

 
ACE Logo

This Professional Certificate has ACE® recommendation. It is eligible for college credit at participating U.S. colleges and universities. Note: The decision to accept specific credit recommendations is up to each institution. 

Instructors

IBM Skills Network Team
IBM
82 Courses1,449,039 learners
Rav Ahuja
IBM
56 Courses4,116,289 learners
Amy Norton
IBM
1 Course52,489 learners

Offered by

IBM

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Frequently asked questions

¹ Median salary and job opening data are sourced from Lightcast™ Job Postings Report. Content Creator, Machine Learning Engineer and Salesforce Development Representative (1/1/2024 - 12/31/2024) All other job roles (8/1/2024 - 8/1/2025)