Getting Started in IT Support: Core Skills and Career Pathways by Pearson
With Pearson
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Duration: 4h 1m
Skill level: Intermediate
Released: 2/24/2026
Course details
This course is designed to prepare you for real-world roles as an IT support technician or help desk professional. Whether you’re new to IT or looking to transition into a technical support role, this course provides a clear, guided pathway to building the skills that employers value. Explore the core responsibilities of an IT support technician, including how to manage ticket queues, meet service-level agreements (SLAs), and use ticketing systems to improve customer satisfaction. Next, develop skills in troubleshooting workflows, diagnostic procedures, and personal safety practices, including protection from electrical risks and electrostatic discharge. Along the way, gather mentorship-based insights from seasoned help desk professionals, sharing real stories, common challenges, and career development strategies. By the end of this course, you’ll be prepared to enter and grow your career with confidence in an IT support role.
This course was created by Pearson and Jason Gooley. We are pleased to host this training in our library.
Skills you’ll gain
Earn a sharable certificate
Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course.
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Showcase on your LinkedIn profile under “Licenses and Certificate” section
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Download or print out as PDF to share with others
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Share as image online to demonstrate your skill
Meet the instructor
Contents
What’s included
- Learn on the go Access on tablet and phone
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