Technology & Design · course plan
⚠ Pending professional review
This course plan, its lessons and its assessments has not yet been verified by an industry-certified professional or by a certification or approval body. It is a study draft and may contain errors. Do not use it as instructions for work on a job site or on live equipment. Always follow your instructor, your supervising professional, and current official references and regulations.
VoTechWorks program approval and accreditation are still in progress. Credentials are issued only by the certifying bodies named in each program, after their own exams.
IT Support / Networking
9 courses · 1,350 clock hours · 6–9 mo full-time. Grading is competency-based: each course requires the written exam, a competent skills demonstration with zero safety faults, a signed log, and a passed safety audit; percentage weights only rank performance above the competency floor.
9courses
79lessons
1,350hours
31assessments
Development progressPlanCourses, lessons and assessments written for this tradeLessons79 of 79 lesson pages writtenPractice632 practice questionsResources120 reference entries (study list)Review0 lesson pages reviewed by a licensed professional
Study now: 79 lesson pages are open (lesson titles below are links).
TEC-ITS43-01 Universal core
Universal Core: Safety, Math, Communication & Career for IT Support & Networking
148 hr · $1,185 COMPLIMENTARY
This course establishes the foundational knowledge and professional skills every IT support and networking technician needs before touching live equipment. Students earn OSHA 10-Hour General Industry certification, learn first aid and CPR, and develop the trade math, technical reading, written communication, and career-readiness skills that underpin every subsequent course. Lessons are explicitly linked to CompTIA A+, CompTIA Network+, Cisco CCST, and Cisco CCNA exam objectives where applicable.
Outcomes- Complete OSHA 10-Hour General Industry training and identify the lockout/tagout, PPE, and electrical safety requirements specific to IT and networking worksites.
- Perform adult CPR and basic first-aid procedures to the standard required for a recognized entry-level certification.
- Apply trade mathematics — including binary, hexadecimal, subnetting prefixes, unit conversion, and cable-length calculation — accurately and without a calculator where required by certification exams.
- Read and interpret technical documentation including equipment data sheets, network diagrams, wiring standards references, and vendor quick-start guides.
- Produce clear written artifacts — trouble-ticket notes, incident reports, email, and procedure summaries — using professional IT-industry conventions.
- Demonstrate career-readiness behaviors including resume construction, professional communication, industry-credential awareness, and ethical use of workplace technology.
Course text
This course establishes the foundational knowledge and professional skills every IT support and networking technician needs before touching live equipment. Students earn OSHA 10-Hour General Industry certification, learn first aid and CPR, and develop the trade math, technical reading, written communication, and career-readiness skills that underpin every subsequent course. Lessons are explicitly linked to CompTIA A+, CompTIA Network+, Cisco CCST, and Cisco CCNA exam objectives where applicable.
How the course runs. 7 blocks: Workplace Safety Foundations: OSHA 10, Electrical Hazards, and PPE for IT Technicians; First Aid and CPR for the IT Workplace; Trade Math I: Number Systems and Binary Arithmetic (CompTIA A+ / Network+ / CCST / CCNA); Trade Math II: Measurement, Cable Length, Power, and Unit Conversion for IT Technicians; Technical Reading: Diagrams, Data Sheets, and Standards Documents; Professional Written Communication and Documentation for IT; Career Readiness: Resume, Ethics, Credential Pathways, and Digital Professionalism.
What competent looks like. Complete OSHA 10-Hour General Industry training and identify the lockout/tagout, PPE, and electrical safety requirements specific to IT and networking worksites. Perform adult CPR and basic first-aid procedures to the standard required for a recognized entry-level certification. Apply trade mathematics — including binary, hexadecimal, subnetting prefixes, unit conversion, and cable-length calculation — accurately and without a calculator where required by certification exams. Read and interpret technical documentation including equipment data sheets, network diagrams, wiring standards references, and vendor quick-start guides. Produce clear written artifacts — trouble-ticket notes, incident reports, email, and procedure summaries — using professional IT-industry conventions. Demonstrate career-readiness behaviors including resume construction, professional communication, industry-credential awareness, and ethical use of workplace technology.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | Workplace Safety Foundations: OSHA 10, Electrical Hazards, and PPE for IT Technicians | 24 | theory | Students will identify OSHA General Industry hazard categories relevant to IT worksites, select correct PPE for each hazard, and explain lockout/tagout procedures for de-energizing IT equipment before service. |
| OSHA 10-Hour General Industry student materials (authorized provider), OSHA 29 CFR 1910 Subpart S reference card, antistatic wrist straps, ESD mat, safety glasses, cut-resistant gloves, non-contact voltage tester, LOTO locks and tags, decommissioned rack server and UPS for demonstration, lab hazard identification worksheet | OSHA 10 completion card received; lockout/tagout practical scored ≥ 80% on checklist; hazard-walk log identifies ≥ 8 items with correct classification — all three components required to pass. |
| 2 | First Aid and CPR for the IT Workplace | 8 | lab | Students will perform hands-only and full CPR, use an AED trainer, and apply basic first-aid steps for the injuries most likely in an IT environment — electrical shock response, lacerations from sheet-metal chassis, and ergonomic strain — to the standard required by an accredited first-aid/CPR provider. |
| CPR mannequins (adult), AED trainer unit, first-aid kit with gloves and bandages, accredited CPR/AED course materials, scenario cards, defibrillator familiarization poster | Accredited CPR/AED completion card issued by provider; skills sheet signed off by instructor — pass requires successful completion of provider's practical evaluation. |
| 3 | Trade Math I: Number Systems and Binary Arithmetic (CompTIA A+ / Network+ / CCST / CCNA) | 20 | theory | Students will convert values among binary, decimal, and hexadecimal number systems and perform binary AND operations needed for IPv4 subnet mask calculations, without a calculator, at the accuracy level required on CompTIA and Cisco certification exams. |
| Conversion drill worksheets, graph paper for binary columns, subnet mask reference table (RFC 950), free online subnet calculator for post-exercise verification, CompTIA Network+ Exam Objectives (current version), Cisco CCNA Exam Topics (current version) | Timed written quiz: 20 conversion problems and 4 subnetting problems completed in 25 minutes; pass = 80% correct with no calculator. |
| 4 | Trade Math II: Measurement, Cable Length, Power, and Unit Conversion for IT Technicians | 16 | lab | Students will measure cable runs with a tape measure and report in feet and meters, calculate power draw in watts from voltage and current values using Ohm's Law, and convert between common IT units (MHz/GHz, MB/GB/TB, Mbps/Gbps) accurately. |
| 25-ft tape measure, laser distance measure, current clamp multimeter, power strip with wattage meter (Kill-A-Watt or equivalent), Ohm's Law reference card, TIA-568 standard summary sheet, unit-conversion worksheet, scientific calculator (permitted for power calculations only) | Lab report with all measurements, calculations, and unit conversions; pass = 80% of values within acceptable tolerance (±5% for measurements, exactly correct for unit conversions and power math); instructor reviews multimeter readings. |
| 5 | Technical Reading: Diagrams, Data Sheets, and Standards Documents | 20 | demo | Students will read and interpret a network topology diagram, a hardware data sheet, and an excerpt from a technical standard to extract specified information within a time limit, demonstrating the reading comprehension skills required for exam scenario questions and on-the-job tasks. |
| Printed network topology diagrams (two complexity levels), commercial switch data sheet (vendor-supplied or downloaded), TIA-568 cabling standard summary (instructor-prepared excerpt), comprehension question worksheets, highlighters | Comprehension question sets scored: diagram questions ≥ 80% correct; data-sheet extraction form ≥ 90% accurate (factual recall); standards excerpt questions ≥ 80% correct — all three pass thresholds must be met. |
| 6 | Professional Written Communication and Documentation for IT | 28 | practice | Students will write a complete trouble ticket, a formal incident report, and a professional email that each meet IT-industry standards for clarity, accuracy, and completeness as defined by a rubric aligned to CompTIA A+ help-desk and professional-communication objectives. |
| Trouble-ticket template (modeled on common help-desk software fields), incident report template, email rubric, sample correct and incorrect examples for comparison, grammar reference (Purdue OWL online or equivalent), word-processing software | Each of the three written artifacts scored against its rubric; pass = 80% or higher on every rubric category (accuracy, completeness, professional tone, correct format) for all three artifacts — revision allowed once before final score. |
| 7 | Career Readiness: Resume, Ethics, Credential Pathways, and Digital Professionalism | 32 | practice | Students will produce a polished, trade-specific resume and LinkedIn profile, articulate the credential pathway from CompTIA A+ through CCNA in their own words, and demonstrate professional digital conduct by correctly resolving three workplace-ethics scenarios. |
| Resume template and checklist, LinkedIn access (student personal accounts), ethics scenario cards, CompTIA Code of Ethics (publicly available), sample Acceptable Use Policy document, career-pathways poster showing A+ → Network+ → CCST → CCNA credential sequence with typical exam domains and employer recognition notes | Resume scored ≥ 80% on checklist (all required sections present, no factual errors, professional language); LinkedIn profile complete and approved by instructor; ethics scenarios: student must correctly resolve at least 5 of 6 with a defensible rationale — all three components required to pass. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Safety and Compliance Knowledge Exam | Written exam | 25% | 70% correct (minimum); OSHA 10 card must already be on file | A 40-question multiple-choice and true/false exam covering OSHA General Industry hazard categories, PPE selection, lockout/tagout procedures, electrical safety for IT equipment, first-aid priorities for electrical shock and lacerations, and CPR decision points. Questions are modeled on the style of CompTIA A+ safety domain items to begin building exam familiarity. Accuracy · Safety · Communication · Professionalism |
| Trade Math and Technical Reading Knowledge Exam | Written exam | 25% | 80% correct; no calculator permitted for the number-systems section | A 50-question exam in two parts: Part A (25 questions) covers binary/hexadecimal conversion, binary AND subnetting, power calculation, unit conversion, and cable-length decisions; Part B (25 questions) presents a network diagram and a data-sheet excerpt with comprehension questions, mirroring the scenario-based format used on CompTIA Network+ and Cisco CCST exams. Accuracy · Safety · Communication · Professionalism |
| Professional Documentation Portfolio Project | Project | 25% | Each artifact must score ≥ 80% on its rubric; the resume must pass the checklist with no mandatory fields missing | Students submit a complete portfolio containing: one trouble ticket, one incident report, one professional vendor email, one job-ready resume, and a one-paragraph written reflection describing their planned credential pathway (A+ → Network+ → CCST → CCNA) and how each credential is relevant to the job roles they are targeting. The portfolio is evaluated by the instructor and at least one industry-panel reviewer using published rubrics. Accuracy · Safety · Communication · Professionalism |
| Career Readiness and Safety Oral Defense | Oral / panel | 25% | Satisfactory rating on all four oral-defense criteria; any Unsatisfactory rating requires one remediation session and re-evaluation | Each student participates in a 10-minute oral defense with the instructor acting as a simulated employer: the student explains their resume, discusses one safety scenario requiring a LOTO or PPE decision, converts one binary/subnetting problem aloud, and explains the difference between a CompTIA A+ and a Cisco CCNA credential and which roles each targets. Scored on four criteria — accuracy, clarity, professionalism, and self-awareness — each rated Satisfactory or Unsatisfactory. Accuracy · Safety · Communication · Professionalism |
TEC-ITS43-02 Trade course
PC Hardware: Installation, Maintenance, and Troubleshooting
146 hr · $1,750 COMPLIMENTARY
Students disassemble, assemble, upgrade, and troubleshoot desktop and laptop computers using industry-standard tools, techniques, and safety practices. Lessons are sequenced from component identification through systematic fault diagnosis, with direct alignment to CompTIA A+ Core 1 (220-1101) exam domains covering mobile devices, hardware, and troubleshooting. Safe work habits, ESD prevention, and proper tool use are reinforced throughout every lab.
Outcomes- Identify, select, and install internal PC components—including CPU, RAM, storage, PSU, GPU, and motherboard—to a written specification without causing ESD damage.
- Perform BIOS/UEFI configuration, POST interpretation, and firmware updates following manufacturer procedures.
- Disassemble and reassemble a laptop, replacing common field-replaceable units such as batteries, keyboards, displays, and storage drives.
- Apply a systematic six-step troubleshooting methodology to diagnose and resolve hardware faults, documenting findings in a professional work-order format.
- Use a digital multimeter and POST diagnostic card safely and correctly to test power supply voltages and identify failed components.
- Demonstrate safe work practices—including ESD precautions, lockout/tagout principles, and proper lifting mechanics—during every hands-on activity.
Course text
Students disassemble, assemble, upgrade, and troubleshoot desktop and laptop computers using industry-standard tools, techniques, and safety practices. Lessons are sequenced from component identification through systematic fault diagnosis, with direct alignment to CompTIA A+ Core 1 (220-1101) exam domains covering mobile devices, hardware, and troubleshooting. Safe work habits, ESD prevention, and proper tool use are reinforced throughout every lab.
How the course runs. 12 blocks: Hardware Safety, ESD, and Tool Identification; Motherboard Architecture and Form Factors; CPUs, Cooling, and Thermal Management; RAM Types, Installation, and Memory Troubleshooting; Storage Devices: HDDs, SSDs, and Interfaces; Power Supplies: Selection, Testing, and Replacement; Desktop Assembly: Full System Build; BIOS/UEFI Configuration and Firmware Updates; Laptop Components and Field-Replaceable Unit Replacement; Peripheral Devices and Display Technologies; Hardware Troubleshooting Methodology and Diagnostic Tools; Preventive Maintenance, Documentation, and Professional Standards.
What competent looks like. Identify, select, and install internal PC components—including CPU, RAM, storage, PSU, GPU, and motherboard—to a written specification without causing ESD damage. Perform BIOS/UEFI configuration, POST interpretation, and firmware updates following manufacturer procedures. Disassemble and reassemble a laptop, replacing common field-replaceable units such as batteries, keyboards, displays, and storage drives. Apply a systematic six-step troubleshooting methodology to diagnose and resolve hardware faults, documenting findings in a professional work-order format. Use a digital multimeter and POST diagnostic card safely and correctly to test power supply voltages and identify failed components. Demonstrate safe work practices—including ESD precautions, lockout/tagout principles, and proper lifting mechanics—during every hands-on activity.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | Hardware Safety, ESD, and Tool Identification | 10.5 | theory | Students will explain electrostatic discharge risks and demonstrate correct use of an ESD wrist strap, antistatic mat, and standard PC technician hand tools before touching any live components. |
| ESD wrist straps, antistatic mats, grounding cables, IT tool kit (Wiha or iFixit professional set), CompTIA A+ Core 1 Exam Objectives (current version), OSHA 29 CFR 1910.333 electrical safety reference card, lab ESD checklist poster | Students correctly identify all ten tools on the worksheet and verbally state the purpose of ESD precautions; instructor spot-checks wrist-strap continuity with a strap tester—100% of students must pass the strap test before advancing to hands-on labs. |
| 2 | Motherboard Architecture and Form Factors | 13 | demo | Students will locate and describe the function of at least twelve motherboard components—including CPU socket, RAM slots, PCIe slots, chipset, CMOS battery, power connectors, and I/O panel—on both ATX and microATX boards. |
| ATX motherboard (working or training board), microATX motherboard, laptop disassembly board, motherboard diagram worksheets, color-coded sticky flags, CompTIA A+ Core 1 Exam Objectives (Hardware domain), manufacturer QVL/spec sheets | Students complete the component ID checklist with at least 12 of 15 components correctly identified and labeled; instructor verifies physical identification on the bench—pass mark is 80% (12/15). |
| 3 | CPUs, Cooling, and Thermal Management | 13 | lab | Students will install a CPU into an LGA and an AM socket motherboard, apply thermal compound correctly, and seat a heatsink/fan assembly following manufacturer torque sequence. |
| Intel LGA and AMD AM socket motherboards, compatible CPUs, stock and aftermarket heatsink/fan assemblies, Arctic MX-4 or equivalent thermal compound, isopropyl alcohol (90%+), lint-free swabs, lab log notebooks, manufacturer installation guides | Instructor inspects thermal compound spread (uniform, no air gaps, no overflow onto socket) and verifies correct fan header connection; system must POST successfully—binary pass/fail, POST required to pass. |
| 4 | RAM Types, Installation, and Memory Troubleshooting | 10.5 | lab | Students will identify DDR4 and DDR5 DIMM and SO-DIMM modules by physical characteristics, install modules in the correct dual-channel slots, and run a memory diagnostic utility to confirm operation. |
| DDR4 and DDR5 DIMM modules (mixed), SO-DIMM examples, ATX test bench with motherboard, MemTest86 bootable USB, Windows-based test PC, RAM identification worksheet, lab log notebooks, CompTIA A+ Core 1 Exam Objectives | All module identifications correct on the worksheet (pass = 80%), BIOS shows expected dual-channel capacity, and MemTest86 completes one pass with zero errors reported—all three criteria must be met. |
| 5 | Storage Devices: HDDs, SSDs, and Interfaces | 13 | lab | Students will physically install and configure a 2.5-inch SATA SSD, a 3.5-inch HDD, and an M.2 NVMe SSD, then verify recognition in BIOS and run a manufacturer drive health utility. |
| 2.5-inch SATA SSD, 3.5-inch SATA HDD, M.2 NVMe SSD (PCIe Gen 3 or Gen 4), SATA data and power cables, tower test case with motherboard, CrystalDiskInfo (portable USB), manufacturer drive utilities, cable ties, lab log notebooks | BIOS detects all three drives with correct model names and capacities; SMART report is printed/screenshot and pasted into lab log; instructor confirms cable management meets course standard—all three drives must be detected to pass. |
| 6 | Power Supplies: Selection, Testing, and Replacement | 10.5 | demo | Students will use a digital multimeter to measure PSU output voltages on the 24-pin ATX connector and verify they fall within ATX specification tolerances. |
| Two ATX PSUs (one known-good, one known-marginal), 24-pin ATX breakout board or paperclip jumper, Fluke 101 or equivalent digital multimeter, PSU wattage estimation worksheet, ATX specification reference (current version from PESA/Intel ATX spec document), lab log notebooks | Each student's five recorded voltage readings are compared against ATX tolerances by the instructor; student must correctly identify whether each rail passes or fails—pass mark is 4 of 5 rails correctly evaluated, and no unsafe probing technique observed. |
| 7 | Desktop Assembly: Full System Build | 17 | lab | Students will build a fully functional desktop PC from loose components to a first successful POST using a provided parts list and written assembly procedure, completing the task within the allotted session. |
| Complete desktop parts kit per student pair (ATX tower, ATX motherboard, compatible CPU with cooler, 2× RAM sticks, SATA SSD, ATX PSU, GPU), assembly checklist, antistatic mats, ESD wrist straps, IT tool kit, lab log notebooks, smartphone or tablet for BIOS photos | System POSTs with all installed components recognized in BIOS; completed assembly checklist is signed off by instructor; lab log entry includes BIOS screenshot and any troubleshooting steps taken—POST is a binary requirement; checklist must be 100% complete. |
| 8 | BIOS/UEFI Configuration and Firmware Updates | 10.5 | practice | Students will navigate BIOS/UEFI to configure boot order, enable XMP/EXPO memory profile, check hardware health readings, and perform a motherboard firmware update using a USB flash drive. |
| Assembled desktop systems from Lesson 7, USB flash drives pre-loaded with BIOS update file and bootable media, motherboard manual (PDF or print), lab log notebooks | Instructor verifies XMP profile is active (BIOS shows correct RAM speed), boot sequence functions correctly from USB, and BIOS version string matches the target update version—all three must be confirmed; pass is binary. |
| 9 | Laptop Components and Field-Replaceable Unit Replacement | 15 | lab | Students will safely disassemble a laptop to replace at least three field-replaceable units—battery, keyboard, and M.2 SSD—and fully reassemble it to a working state with no leftover screws. |
| Practice laptops (minimum one per two students), iFixit Pro Tech Toolkit, magnetic screw trays, replacement M.2 SSDs and keyboards matched to laptop model, manufacturer service manuals or iFixit guides, online keyboard tester (KeyboardTester.com or equivalent), lab log notebooks | Laptop powers on, replacement SSD appears in BIOS with correct capacity, all keyboard keys register on the key tester, and zero screws are left over—all four criteria required to pass; any cracked component is a documented defect requiring remediation. |
| 10 | Peripheral Devices and Display Technologies | 10.5 | theory | Students will compare at least four display connection standards (VGA, DVI, HDMI, DisplayPort) and configure a multi-monitor setup, including resolution, refresh rate, and arrangement in a Windows display settings panel. |
| Desktop systems with discrete GPU, VGA, DVI, HDMI, and DisplayPort cables and adapters, at least two monitors per station, Windows-based PC, display connection standard comparison worksheet, CompTIA A+ Core 1 Exam Objectives | Comparison table is complete and accurate (pass = 90% of cells correct); extended dual-monitor setup is verified by instructor with correct resolution and refresh rate on both screens—both must be met to pass. |
| 11 | Hardware Troubleshooting Methodology and Diagnostic Tools | 13 | practice | Students will apply CompTIA's six-step troubleshooting methodology to diagnose and resolve at least three instructor-seeded hardware faults, documenting each step in a professional work-order form. |
| Three pre-faulted desktop systems (faults seeded by instructor), POST diagnostic card, digital multimeter, POST code reference card, work-order forms, CompTIA A+ Core 1 Exam Objectives (Troubleshooting domain), lab log notebooks | Each of three work-order forms is complete with all six steps documented and the correct root cause identified; pass requires correct resolution on at least 2 of 3 faults and all six steps present on each form—2 of 3 correct, 100% form completion. |
| 12 | Preventive Maintenance, Documentation, and Professional Standards | 9.5 | field | Students will perform a complete preventive maintenance service on a desktop PC—cleaning, inspection, cable management, and software health check—and produce a completed service record meeting industry documentation standards. |
| Desktop PCs for PM service, compressed air cans, N95 dust masks, safety glasses, isopropyl alcohol (90%+), lint-free cloths, soft ESD-safe brushes, service record forms, smartphone or tablet for before/after photos, lab log notebooks | Instructor inspects the cleaned system (no visible dust accumulation in vents or on heatsink fins) and reviews the service record for completeness against a ten-item checklist—service record must score 9 of 10 items to pass; any unaddressed safety hazard is an automatic re-do. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Hardware Knowledge Exam | Written exam | 25% | 75% (38 of 50 questions correct) | A 50-question multiple-choice and scenario-based written exam covering all lesson content—component identification, form factors, interfaces, BIOS/UEFI, storage types, display standards, PSU voltages, and the six-step troubleshooting methodology—mapped directly to CompTIA A+ Core 1 (220-1101) Hardware and Troubleshooting domain objectives. Students have 90 minutes; no open-book resources permitted. Standard met · Safety · Time · Quality/finish · Documentation |
| Full Desktop Build Skills Demonstration | Skills demonstration | 45% | System POSTs with all components recognized; checklist scored at 90% or higher (27 of 30 items); completed within 90 minutes | Each student independently assembles a desktop PC from a provided parts kit using the course assembly checklist, without instructor prompting, then presents the powered-on BIOS screen and explains three component installation decisions to the instructor evaluator. The rubric covers ESD compliance, correct installation technique, cable management, BIOS verification, and professional communication. Standard met · Safety · Time · Quality/finish · Documentation |
| Lab Log Portfolio | Log | 15% | At least 10 of 12 lesson lab logs submitted; each submitted log scores 80% on the rubric (objectives met, data recorded, troubleshooting documented, professional format) | Students maintain a cumulative lab log throughout the course, with an entry for every hands-on lesson documenting the objective, procedure followed, measurements or observations recorded, problems encountered, corrective actions taken, and a brief reflection. The instructor evaluates the complete portfolio at course end using a four-category rubric: completeness, accuracy of recorded data, quality of troubleshooting documentation, and professional presentation. Standard met · Safety · Time · Quality/finish · Documentation |
| ESD and Hardware Safety Check | Safety audit | 15% | 100% on all critical safety behaviors; any single critical failure requires immediate remediation and re-check before the student may continue lab work | During the full desktop build skills demonstration (Assessment 2) and at a minimum of two unannounced spot-checks during earlier labs, the instructor uses a standardized twelve-item safety observation checklist to verify that the student consistently dons an ESD wrist strap before handling components, works on an antistatic mat, powers down and unplugs systems before internal work, uses proper lifting mechanics for towers, and wears safety glasses when using compressed air. All twelve items are critical; no partial credit is awarded. Standard met · Safety · Time · Quality/finish · Documentation |
TEC-ITS43-03 Trade course
Operating Systems: Installation, Configuration, and Support
146 hr · $1,750 COMPLIMENTARY
Students install, configure, manage, and troubleshoot Windows, macOS, and Linux operating systems on desktop and laptop hardware in both standalone and networked environments. Emphasis is placed on OS internals, file systems, user and permission management, command-line tools, and systematic troubleshooting aligned with CompTIA A+ Core 2 exam objectives. Workplace safety practices for software and electrical environments are reinforced throughout.
Outcomes- Install and configure Windows 10/11, a current macOS release, and a current Linux distribution from installation media, verifying successful post-install operation.
- Manage user accounts, groups, permissions, and security policies using both GUI tools and command-line interfaces on Windows and Linux.
- Apply the CompTIA troubleshooting methodology to diagnose and resolve common OS boot failures, application errors, and performance problems.
- Use built-in OS utilities—Task Manager, Event Viewer, msconfig, diskpart, fsck, and terminal shells—to monitor, maintain, and repair operating systems.
- Configure basic OS networking settings, shared resources, and remote-access tools (Remote Desktop, SSH) for a small office environment.
- Produce accurate written documentation of OS installation procedures, configuration changes, and troubleshooting outcomes using standard IT formats.
Course text
Students install, configure, manage, and troubleshoot Windows, macOS, and Linux operating systems on desktop and laptop hardware in both standalone and networked environments. Emphasis is placed on OS internals, file systems, user and permission management, command-line tools, and systematic troubleshooting aligned with CompTIA A+ Core 2 exam objectives. Workplace safety practices for software and electrical environments are reinforced throughout.
How the course runs. 12 blocks: OS Concepts, Types, and Architectures; Safety in the Software Environment: Electrical, ESD, and Data Protection; Windows Installation and Post-Install Configuration; Windows User Accounts, Groups, and Permissions; Windows Command-Line and PowerShell Essentials; Windows Troubleshooting: Boot Failures, BSODs, and Performance; Linux Installation, File System, and Shell Basics; Linux User Management, Permissions, and Package Management; macOS Overview, Configuration, and Basic Support; OS Networking Configuration and Remote Access; OS Maintenance, Updates, and Backup Strategies; Integrated OS Troubleshooting Scenario and Documentation.
What competent looks like. Install and configure Windows 10/11, a current macOS release, and a current Linux distribution from installation media, verifying successful post-install operation. Manage user accounts, groups, permissions, and security policies using both GUI tools and command-line interfaces on Windows and Linux. Apply the CompTIA troubleshooting methodology to diagnose and resolve common OS boot failures, application errors, and performance problems. Use built-in OS utilities—Task Manager, Event Viewer, msconfig, diskpart, fsck, and terminal shells—to monitor, maintain, and repair operating systems. Configure basic OS networking settings, shared resources, and remote-access tools (Remote Desktop, SSH) for a small office environment. Produce accurate written documentation of OS installation procedures, configuration changes, and troubleshooting outcomes using standard IT formats.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | OS Concepts, Types, and Architectures | 10.5 | theory | Students will compare the architecture and purpose of Windows, macOS, and Linux, identifying kernel type, file-system defaults, and typical use cases for each. |
| Whiteboard, OS feature cards (instructor-prepared), CompTIA A+ Core 2 Study Guide (current edition), course slide deck | Exit quiz of 15 multiple-choice questions covering OS types and file systems; 80% correct required to advance. |
| 2 | Safety in the Software Environment: Electrical, ESD, and Data Protection | 8 | theory | Students will identify and apply OSHA general industry electrical safety practices, ESD prevention procedures, and data-backup protocols required before any OS installation or maintenance task. |
| ESD wrist straps, antistatic mats, OSHA 29 CFR 1910 Subpart S reference handout, safety scenario cards | Safety check sign-off: instructor observes each student correctly set up ESD protection and verbally state the backup-before-work rule; 100% pass required before lab access is granted. |
| 3 | Windows Installation and Post-Install Configuration | 14.5 | lab | Students will perform a clean installation of Windows 10 or 11 from bootable USB media, partition and format the drive, and complete post-install driver and update configuration. |
| Lab PCs with blank HDDs or SSDs, 8 GB or larger USB drives, Windows 10/11 ISO (downloaded from Microsoft), internet access, lab log template, CompTIA A+ Core 2 Study Guide | Instructor verifies: bootable USB created correctly, OS installed without errors, Device Manager shows no yellow exclamation marks, Windows Update shows no critical updates pending, and lab log entries are complete. All criteria must be met. |
| 4 | Windows User Accounts, Groups, and Permissions | 12.5 | lab | Students will create and manage local user accounts and groups, assign NTFS permissions to folders, and apply a basic local security policy using Windows built-in tools. |
| Lab PCs running Windows 10/11, lab log template, CompTIA A+ Core 2 Study Guide (account management and security policy objectives) | Instructor spot-checks: correct group memberships visible in Computer Management, NTFS permission denials confirmed by test logins, security policy settings match the lab specification, lab log complete. All four checks must pass. |
| 5 | Windows Command-Line and PowerShell Essentials | 12.5 | practice | Students will use Command Prompt and PowerShell to perform disk management, file operations, network diagnostics, and system information tasks required for A+ Core 2 exam scenarios. |
| Lab PCs running Windows 10/11, command reference card (instructor-prepared), PowerShell script file, lab log template, CompTIA A+ Core 2 Study Guide | Timed challenge results reviewed by instructor: all five tasks completed correctly within 20 minutes; lab log commands and outputs present. Both criteria required to pass. |
| 6 | Windows Troubleshooting: Boot Failures, BSODs, and Performance | 14.5 | lab | Students will apply the CompTIA six-step troubleshooting methodology to diagnose and resolve instructor-seeded Windows boot failures, stop errors, and performance degradation scenarios. |
| Lab PCs with seeded faults, Windows installation USB (for WinRE), troubleshooting form template, incident report template, CompTIA A+ Core 2 Study Guide | All three faults resolved and documented; troubleshooting forms show each of the six CompTIA steps for at least two scenarios; incident report is factually accurate and professionally written. Instructor signs off all criteria. |
| 7 | Linux Installation, File System, and Shell Basics | 14.5 | lab | Students will install a current Ubuntu LTS release in a virtual machine, navigate the Linux file-system hierarchy, and execute essential shell commands for file management and system information. |
| Workstations with VirtualBox installed, Ubuntu LTS ISO, shell worksheet (instructor-prepared), lab log template, CompTIA A+ Core 2 Study Guide (Linux/macOS objectives) | VM boots to desktop without errors; shell worksheet completed with correct outputs; five self-researched commands documented with accurate explanations. Instructor reviews lab log; all three criteria required. |
| 8 | Linux User Management, Permissions, and Package Management | 12.5 | lab | Students will create and manage Linux user accounts and groups, assign file permissions using chmod and chown, and install and remove software packages using apt. |
| Ubuntu LTS VMs from previous lesson, lab log template, CompTIA A+ Core 2 Study Guide, instructor-prepared permissions worksheet | Instructor verifies: correct user/group memberships shown by id command, permission test logins produce correct allow/deny results, apt history confirms package installs and removal, lab log complete. All four checks required. |
| 9 | macOS Overview, Configuration, and Basic Support | 10.5 | demo | Students will navigate macOS System Settings, manage user accounts, configure Time Machine backup, and use Disk Utility and Terminal to perform basic maintenance tasks. |
| macOS machine or macOS VM (Parallels or UTM on Apple Silicon if available), observation worksheet, lab log template, side-by-side command comparison chart (instructor-prepared), CompTIA A+ Core 2 Study Guide | Completed observation worksheet reviewed by instructor; lab log shows correct macOS settings and Terminal command outputs; comparison chart accurately maps at least eight commands across all three OSes. All three required. |
| 10 | OS Networking Configuration and Remote Access | 12.5 | lab | Students will configure static and dynamic IP settings, enable file sharing, and establish Remote Desktop (Windows) and SSH (Linux) connections between lab machines. |
| Lab PCs running Windows 10/11, Ubuntu VMs, network switch or virtual network, PuTTY or Windows Terminal, lab log template, CompTIA A+ Core 2 Study Guide, CompTIA Network+ Study Guide (networking basics reference) | Remote Desktop connection demonstrated live to instructor; SSH session shown live with three commands executed; lab log entries for both tasks complete and accurate. All three required. |
| 11 | OS Maintenance, Updates, and Backup Strategies | 10.5 | practice | Students will implement an update and backup plan for Windows and Linux systems using built-in tools, verifying backup integrity and documenting a maintenance schedule. |
| Lab PCs running Windows 10/11, Ubuntu VMs, USB drives (for Windows backup), lab log template, maintenance schedule template (instructor-provided), CompTIA A+ Core 2 Study Guide | Windows backup restore demonstrated to instructor; Ubuntu archive verified by extraction; maintenance schedule reviewed by instructor for completeness and technical accuracy. All three required. |
| 12 | Integrated OS Troubleshooting Scenario and Documentation | 13 | lab | Students will independently diagnose and resolve a multi-OS troubleshooting scenario (covering Windows, Linux, and one macOS task) and produce a complete professional incident-resolution report. |
| Lab PCs and VMs with seeded faults, incident-resolution report template, CompTIA A+ Core 2 Study Guide, all prior lab logs (students' own reference) | All three faults resolved; incident-resolution report complete with root-cause statements, tools used, and verification evidence; verbal debrief shows accurate understanding of each fault. Instructor scores debrief using a four-point rubric; minimum 3 of 4 required on each fault. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| OS Concepts and Tools Knowledge Exam | Written exam | 25% | 75% correct (38 of 50 questions) | A 50-question multiple-choice and multiple-select exam covering OS types, file systems, user management, command-line tools, troubleshooting methodology, update/backup concepts, and networking configuration as mapped to CompTIA A+ Core 2 exam objectives. Questions are drawn from the lesson content and formatted to match CompTIA item style. Standard met · Safety · Time · Quality/finish · Documentation |
| Practical Skills Demonstration | Skills demonstration | 45% | All six required tasks completed correctly and demonstrated live to the instructor within a 90-minute window | Each student receives a fresh lab PC and VM environment and must complete six assigned tasks without assistance: create a bootable USB, perform a Windows clean install, create and restrict a Linux user account, configure a static IP and verify connectivity, establish an SSH session, and restore a file from a Windows backup. The instructor scores each task as pass or fail using a structured checklist. Standard met · Safety · Time · Quality/finish · Documentation |
| Lab Log Portfolio | Log | 15% | 10 of 12 lesson lab logs submitted; each evaluated log must score at least 80% on the four-point rubric (accuracy, completeness, professional language, correct format) | Students submit their cumulative lab log binder containing documentation from all 12 lessons; logs are evaluated for technical accuracy, completeness of commands and outputs, professional written language, and adherence to the required format. The portfolio demonstrates sustained documentation habits across the full course, a skill assessed on CompTIA A+ Core 2 practical scenarios. Standard met · Safety · Time · Quality/finish · Documentation |
| Electrical and ESD Safety Compliance Check | Safety audit | 15% | 100% — all six observable safety behaviors must be demonstrated correctly; any single failure requires immediate remediation and re-check before the student may continue lab work | The instructor observes each student at an unannounced point during a lab session and verifies six specific behaviors: correct ESD wrist-strap setup and connection, system powered off before any internal access, antistatic mat in place, no loose jewelry near open systems, verbal confirmation of the backup-before-work rule, and knowledge of the location of the room's circuit breaker. This check is aligned with OSHA 29 CFR 1910 Subpart S general electrical safety requirements. Standard met · Safety · Time · Quality/finish · Documentation |
TEC-ITS43-04 Trade course
Networking Fundamentals and Infrastructure
146 hr · $1,750 COMPLIMENTARY
Students build, configure, and troubleshoot wired and wireless networks using industry-standard protocols, Cisco equipment, and structured cabling practices. Lessons map directly to CompTIA Network+ exam domains and the Cisco CCST and CCNA foundational objectives. Emphasis is placed on safe work practices, accurate documentation, and methodical troubleshooting.
Outcomes- Explain the OSI and TCP/IP models and correctly map common protocols to their respective layers
- Design and implement a small IP addressing scheme using CIDR subnetting with no calculation errors
- Install, terminate, and test structured copper and fiber cabling to TIA-568 standards using appropriate PPE and test equipment
- Configure and verify basic routing, switching, VLANs, and WLAN settings on Cisco IOS devices via CLI
- Apply a systematic troubleshooting methodology to diagnose and resolve network connectivity faults
- Produce accurate network documentation including logical diagrams, IP address tables, and cable run records
Course text
Students build, configure, and troubleshoot wired and wireless networks using industry-standard protocols, Cisco equipment, and structured cabling practices. Lessons map directly to CompTIA Network+ exam domains and the Cisco CCST and CCNA foundational objectives. Emphasis is placed on safe work practices, accurate documentation, and methodical troubleshooting.
How the course runs. 12 blocks: Network Models: OSI and TCP/IP; IP Addressing and Subnetting; Ethernet and Structured Cabling Safety and Standards; Structured Cabling Lab: Copper Termination and Testing; Network Devices and Topologies; Cisco IOS CLI: Navigation and Basic Configuration; Switching: VLANs, Trunks, and Spanning Tree; Routing: Static Routes and Introduction to OSPF; Wireless Networking: Standards, Security, and Configuration; Network Security Fundamentals; Network Troubleshooting Methodology and Tools; Network Documentation, Diagrams, and Course Capstone Lab.
What competent looks like. Explain the OSI and TCP/IP models and correctly map common protocols to their respective layers. Design and implement a small IP addressing scheme using CIDR subnetting with no calculation errors. Install, terminate, and test structured copper and fiber cabling to TIA-568 standards using appropriate PPE and test equipment. Configure and verify basic routing, switching, VLANs, and WLAN settings on Cisco IOS devices via CLI. Apply a systematic troubleshooting methodology to diagnose and resolve network connectivity faults. Produce accurate network documentation including logical diagrams, IP address tables, and cable run records.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | Network Models: OSI and TCP/IP | 10 | theory | Students will identify all seven OSI layers and the four TCP/IP model layers, name at least three protocols operating at each layer, and explain encapsulation and de-encapsulation with a written diagram. |
| OSI/TCP-IP reference posters, CompTIA Network+ Study Guide (current edition), whiteboard, protocol sorting card sets (instructor-produced) | Five-question oral quiz at lesson close; student must correctly place at least four of five protocols AND name the correct layer functions; score of 80% or higher required |
| 2 | IP Addressing and Subnetting | 14 | theory | Students will calculate network address, broadcast address, usable host range, and subnet mask for any given IPv4 CIDR block, and convert between binary, decimal, and hexadecimal without errors on a timed worksheet. |
| IPv4 subnetting worksheets, binary/hex conversion tables (for reference until memorized), calculators (as check only), CompTIA Network+ and Cisco CCNA official study guides, whiteboard | Timed 10-question subnetting quiz (25 minutes, no calculator); student must correctly solve at least eight questions including network address, broadcast, and host range; 80% required to continue; remediation worksheet assigned for any misses |
| 3 | Ethernet and Structured Cabling Safety and Standards | 12 | theory | Students will identify TIA-568 cabling standards, select the correct cable category for a given application, state OSHA electrical safety requirements applicable to cabling work, and demonstrate the donning of required PPE before any hands-on cabling begins. |
| TIA-568 standard summary handout, cable sample kit, safety glasses, OSHA 10 general industry electrical safety reference card, CompTIA Network+ Study Guide cabling chapter, fiber type reference poster | PPE donning checklist (pass/fail, all items required before tool use) AND written cable-identification quiz matching six cable descriptions to correct type and standard; 5 of 6 correct required |
| 4 | Structured Cabling Lab: Copper Termination and Testing | 14 | lab | Students will terminate Cat 6 patch cables to T568B standard, punch down keystone jacks to T568A and T568B, and verify continuity and pair map using a cable tester, achieving a pass result with no wire-map errors. |
| Cat 6 bulk cable (UTP), RJ-45 connectors, keystone jacks, patch panel section, cable stripper, crimping tool, 110-type punch-down tool, Fluke CableIQ or equivalent cable tester, safety glasses, lab log notebooks | All three patch cables and all four keystone jacks must produce a passing wire-map result on the cable tester; lab log entry must record test results for each attempt; any untested cable is an automatic fail |
| 5 | Network Devices and Topologies | 10 | demo | Students will distinguish the forwarding behavior of hubs, switches, routers, and wireless access points, and identify common physical and logical topologies in network diagrams. |
| Cisco 2960-series switch, Cisco ISR router, wireless access point, lab PCs with Wireshark installed, topology diagram worksheet, projector | 10-question diagram and device-behavior quiz; student must score 8 of 10 or higher; incorrectly identified device behaviors are reviewed immediately with instructor |
| 6 | Cisco IOS CLI: Navigation and Basic Configuration | 14 | lab | Students will use Cisco IOS command-line interface to navigate privilege modes, set hostnames and passwords, configure banner messages, save configurations, and verify device status using show commands. |
| Cisco 2960 switches and/or ISR routers (one per two students), console cables, PuTTY or Tera Term on lab PCs, Cisco IOS CLI command reference card, Cisco CCST/CCNA Official Cert Guide | Instructor checks final running-config against a 12-item rubric (hostname correct, passwords set, banner present, config saved, etc.); student must meet 10 of 12 items; any security-related item (password) missed requires immediate correction before the lesson is marked complete |
| 7 | Switching: VLANs, Trunks, and Spanning Tree | 14 | lab | Students will create VLANs, assign access ports, configure an 802.1Q trunk between two Cisco switches, and verify that hosts in the same VLAN communicate while hosts in different VLANs cannot reach each other without a router. |
| Cisco 2960 switches (at least two per group), Ethernet patch cables, lab PCs, console cables, PuTTY, spanning-tree reference handout, lab log notebooks, CompTIA Network+ and Cisco CCNA study guides | Instructor tests ping reachability between all four PCs; same-VLAN pings must succeed and cross-VLAN pings must fail; lab log must include 'show vlan brief' and 'show interfaces trunk' output; 100% of reachability results must be correct |
| 8 | Routing: Static Routes and Introduction to OSPF | 14 | lab | Students will configure static routes and a basic single-area OSPF process on Cisco routers to achieve full end-to-end IP reachability across a three-router topology, verified by successful pings and 'show ip route' output. |
| Cisco ISR routers (three per group or equivalent Cisco Packet Tracer topology), console cables, PuTTY, routing reference handout (administrative distances), Cisco CCNA Official Cert Guide, lab log notebooks | End-to-end ping from PC behind R1 to PC behind R3 must succeed via both static and OSPF configurations; 'show ip route' must show all remote networks; lab log must be complete; any missing route requires student to diagnose and correct before sign-off |
| 9 | Wireless Networking: Standards, Security, and Configuration | 10 | demo | Students will identify current 802.11 wireless standards by frequency band and maximum theoretical throughput, configure a wireless access point with WPA3 (or WPA2 minimum) security, and connect a client device while verifying encryption is active. |
| Wireless access points (consumer or enterprise, at least two), laptops with wireless adapters and Wireshark, 802.11 standards comparison chart, network administration guide for the specific WAP model in use | Student must successfully connect a client using the correct passphrase and demonstrate a failed connection attempt with a wrong passphrase; instructor verifies WPA2 or WPA3 is active via WAP admin page; written standards chart graded for accuracy on all six 802.11 variants |
| 10 | Network Security Fundamentals | 10 | theory | Students will describe common network attack types (DoS, VLAN hopping, ARP spoofing, rogue DHCP), explain mitigation strategies including ACLs and port security, and configure a basic numbered ACL on a Cisco router to permit or deny specified traffic. |
| Cisco routers and lab PCs, PuTTY, CompTIA Network+ Study Guide (security domain), Cisco CCNA Official Cert Guide (ACL chapter), ACL design worksheet, lab log notebooks | ACL permits correct traffic AND blocks specified traffic as verified by student's own test results; written ACL design worksheet checked for correct syntax and interface/direction rationale; 80% accuracy on a 10-question security concept quiz |
| 11 | Network Troubleshooting Methodology and Tools | 12 | practice | Students will apply a structured seven-step troubleshooting methodology to diagnose and resolve at least three pre-staged network faults within a set time limit, documenting each step and resolution. |
| Lab PCs with Windows and Linux, Cisco routers and switches with pre-staged faults, troubleshooting methodology reference card, lab log notebooks, Fluke cable tester available at stations, CompTIA Network+ Study Guide (troubleshooting domain) | All three faults must be correctly diagnosed and resolved; lab log must record each methodology step for each fault; if a fault is not resolved within 15 minutes, student must still document their analysis for partial credit; full credit requires resolution plus complete documentation |
| 12 | Network Documentation, Diagrams, and Course Capstone Lab | 12 | lab | Students will produce a complete network documentation package for a small multi-VLAN, multi-router lab network including a logical diagram, IP address table, cable run log, and configuration backup, meeting professional documentation standards. |
| Cisco switches, routers, WAP, lab PCs, Ethernet cables, draw.io (free, browser-based) or Lucidchart, IP address table template, cable run log template, USB drives or shared drive for config backup, lab log notebooks | Documentation package graded against a 20-point rubric: logical diagram accuracy (5 pts), IP address table completeness (5 pts), cable run log (3 pts), configuration backups present (3 pts), ping matrix complete (4 pts); passing score is 16 of 20 |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Networking Concepts Knowledge Exam | Written exam | 25% | 75% (38 of 50 questions correct) | A 50-question multiple-choice and scenario-based written exam covering OSI/TCP-IP models, IPv4 addressing and subnetting, routing and switching concepts, wireless standards, network security fundamentals, and troubleshooting tools, aligned to CompTIA Network+ Core 1 and Core 2 exam domains and Cisco CCST topic areas. Students must achieve 75% or higher; a single retake is permitted after a minimum of one week of additional study. Standard met · Safety · Time · Quality/finish · Documentation |
| Hands-On Skills Demonstration | Skills demonstration | 45% | Pass on all mandatory items; no more than one advisory item missed | Instructor-observed live demonstration in which each student, working alone, configures VLANs and a trunk on two Cisco switches, sets up basic OSPF between two routers, connects a wireless client with WPA2 or WPA3, and applies a simple ACL; the evaluator uses a rubric with mandatory items (correct IP addressing, reachable end hosts, ACL filtering correctly) and advisory items (clean CLI hygiene, descriptive interface labels); all mandatory items must pass for the assessment to be credited. Standard met · Safety · Time · Quality/finish · Documentation |
| Lab Log Portfolio | Log | 15% | 80% of rubric points (48 of 60) with no missing safety entries | Students submit the complete lab log notebook accumulated across all lab and practice lessons; each entry is scored for completeness (commands used, actual output recorded, conclusions stated), accuracy (no fabricated output), and safety compliance (PPE noted where applicable); a missing or fabricated safety entry results in an automatic fail regardless of total score. Standard met · Safety · Time · Quality/finish · Documentation |
| Cabling and Electrical Safety Check | Safety audit | 15% | Pass/Fail — all critical safety behaviors must be demonstrated; any critical miss is a fail requiring immediate remediation and recheck | Instructor observes the student during a cabling task and evaluates: correct selection and donning of PPE (safety glasses before any connector work), proper identification of a live electrical circuit vs. low-voltage data cabling before touching any cable, correct tool handling (no tool used on a live circuit, punch-down tool used correctly), and accurate cable tester operation including correct interpretation of a FAIL result; all four behaviors are critical and must all be demonstrated correctly for a pass. Standard met · Safety · Time · Quality/finish · Documentation |
TEC-ITS43-05 Trade course
Cloud Basics for IT Support and Networking
146 hr · $1,750 COMPLIMENTARY
This course introduces learners to cloud computing concepts, service models, deployment models, and the practical skills needed to support cloud-connected environments in a help desk or network support role. Students configure and manage cloud services using major provider consoles, apply security best practices, and connect on-premises networks to cloud resources. Lesson content maps to CompTIA A+ (Core 2), CompTIA Network+, and Cisco CCST exam objectives related to cloud and virtualization.
Outcomes- Explain the characteristics, service models (IaaS, PaaS, SaaS), and deployment models (public, private, hybrid, community) of cloud computing and identify real-world examples of each.
- Provision, configure, and manage virtual machines and basic storage resources using at least one major cloud provider console (AWS, Azure, or Google Cloud).
- Connect an on-premises network segment to a cloud virtual network using a VPN gateway or equivalent, and verify end-to-end connectivity.
- Apply identity and access management principles including least-privilege accounts, multi-factor authentication, and role-based access control in a cloud environment.
- Implement basic cloud security controls—encryption at rest and in transit, security groups, and network access control lists—and document the configuration.
- Demonstrate safe work practices specific to cloud and data center contexts, including physical data center hazards, PPE for rack work, and proper handling of electrostatic-sensitive equipment.
Course text
This course introduces learners to cloud computing concepts, service models, deployment models, and the practical skills needed to support cloud-connected environments in a help desk or network support role. Students configure and manage cloud services using major provider consoles, apply security best practices, and connect on-premises networks to cloud resources. Lesson content maps to CompTIA A+ (Core 2), CompTIA Network+, and Cisco CCST exam objectives related to cloud and virtualization.
How the course runs. 12 blocks: Cloud Computing Fundamentals and NIST Definitions; Virtualization Concepts and Hypervisors; Cloud Provider Console Orientation and Account Setup; Compute Services: Virtual Machines in the Cloud; Cloud Storage: Object, Block, and File Storage; Cloud Networking: VPCs, Subnets, and Security Groups; Identity and Access Management (IAM); Cloud Security Controls: Encryption, Compliance, and Shared Responsibility; Connecting On-Premises Networks to the Cloud (VPN and Direct Connect Concepts); Cloud Monitoring, Logging, and Cost Management; Physical Data Center Safety and Equipment Handling; Integrated Cloud Infrastructure Build and Documentation.
What competent looks like. Explain the characteristics, service models (IaaS, PaaS, SaaS), and deployment models (public, private, hybrid, community) of cloud computing and identify real-world examples of each. Provision, configure, and manage virtual machines and basic storage resources using at least one major cloud provider console (AWS, Azure, or Google Cloud). Connect an on-premises network segment to a cloud virtual network using a VPN gateway or equivalent, and verify end-to-end connectivity. Apply identity and access management principles including least-privilege accounts, multi-factor authentication, and role-based access control in a cloud environment. Implement basic cloud security controls—encryption at rest and in transit, security groups, and network access control lists—and document the configuration. Demonstrate safe work practices specific to cloud and data center contexts, including physical data center hazards, PPE for rack work, and proper handling of electrostatic-sensitive equipment.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | Cloud Computing Fundamentals and NIST Definitions | 10.5 | theory | Students will accurately define the five essential characteristics, three service models, and four deployment models of cloud computing as described in NIST SP 800-145, and match each to a workplace scenario. |
| NIST SP 800-145 (free PDF), CompTIA A+ Core 2 and Network+ study guides (current edition), whiteboard, scenario card set, student notebooks | Exit ticket: five multiple-choice questions covering NIST definitions; students must answer four of five correctly before moving to Lesson 2. |
| 2 | Virtualization Concepts and Hypervisors | 11.5 | demo | Students will distinguish between Type 1 and Type 2 hypervisors, explain how virtual machines share physical resources, and identify the role of virtualization as the technical foundation of cloud computing. |
| Instructor workstation with Oracle VirtualBox installed, projector, pre-built VM images (Linux and Windows), CompTIA Network+ and A+ study guides, student diagram worksheet | Verbal check: instructor asks three randomly chosen students to label a blank hypervisor diagram on the board; all three must correctly place the hypervisor, guest OS, and virtual hardware layers. |
| 3 | Cloud Provider Console Orientation and Account Setup | 12.5 | lab | Students will create a free-tier cloud provider account, navigate the management console, set up multi-factor authentication, and identify where core services (compute, storage, networking, IAM) are located. |
| Student laptops with internet access, AWS Free Tier accounts or instructor-provisioned lab sandbox, authenticator app (Google Authenticator or Microsoft Authenticator), lab checklist handout, lab log template | Instructor reviews each student's MFA-enabled account login and billing alert in the console; student must demonstrate a successful MFA login and show the active budget alert to receive credit. |
| 4 | Compute Services: Virtual Machines in the Cloud | 13.5 | lab | Students will launch, connect to, stop, resize, and terminate a cloud virtual machine instance, and explain how instance types, AMIs (or equivalent images), and key pairs function. |
| Student laptops, cloud lab sandbox or AWS Free Tier, SSH client (PuTTY on Windows or built-in terminal on macOS/Linux), lab log template, CompTIA A+ Core 2 study guide (virtualization section) | Students submit a screenshot of a running instance with a verified SSH session open and a completed lab log entry describing instance type, AMI ID, and key pair use; instructor confirms SSH access and log accuracy. |
| 5 | Cloud Storage: Object, Block, and File Storage | 11.5 | lab | Students will create and configure object storage buckets, upload and retrieve objects, explain the difference between object, block, and file storage, and apply a basic bucket policy to restrict public access. |
| Cloud lab sandbox, lab log template, AWS documentation for S3 and EBS (online), comparison table worksheet | Instructor spot-checks: student must show a working pre-signed URL download, a blocked public URL (403 response), and a mounted EBS volume with a written test file; lab log entry must explain the storage type differences. |
| 6 | Cloud Networking: VPCs, Subnets, and Security Groups | 13.5 | lab | Students will design and build a Virtual Private Cloud with at least one public and one private subnet, configure an internet gateway, set up route tables, and apply security group rules to control inbound and outbound traffic. |
| Cloud lab sandbox, network diagram worksheet, lab log template, CompTIA Network+ study guide (cloud and network security sections), Cisco CCST study materials (networking fundamentals) | Students must demonstrate a reachable public instance (HTTP response in browser) and an unreachable private instance from the internet, and correctly explain the route table and security group logic to the instructor; pass requires both connectivity tests correct plus accurate written explanation. |
| 7 | Identity and Access Management (IAM) | 12.5 | practice | Students will create IAM users and groups, attach least-privilege policies, configure role-based access control, and explain why the root account should not be used for daily operations. |
| Cloud lab sandbox, IAM policy simulator (AWS or equivalent), CompTIA Security+ reference for IAM concepts (for context), scenario handout, lab log template | Instructor tests each student's IAM setup by attempting an action outside the policy scope while logged in as the restricted user; the action must be denied; student must also verbally explain least privilege to receive a passing score. |
| 8 | Cloud Security Controls: Encryption, Compliance, and Shared Responsibility | 12.5 | theory | Students will describe the cloud shared responsibility model, explain encryption at rest and in transit as applied to cloud storage and virtual machines, and identify common compliance frameworks relevant to cloud environments. |
| Cloud provider shared responsibility documentation (online), case study handout, cloud lab sandbox, CompTIA A+ Core 2 and Network+ study guides (security sections), lab log template | Written check: ten-question quiz on shared responsibility and encryption concepts; students must score 70% or higher; lab log entry must correctly label both encryption controls. |
| 9 | Connecting On-Premises Networks to the Cloud (VPN and Direct Connect Concepts) | 12.5 | demo | Students will explain how a site-to-site VPN and a dedicated connection service link on-premises networks to a cloud VPC, configure a simulated VPN gateway in the console, and verify connectivity between a local network segment and the cloud VPC. |
| Cloud lab sandbox, two VPC lab accounts (simulating on-premises and cloud), Cisco CCST and CCNA study materials (VPN fundamentals), lab log template, network diagram worksheet | Students must show a successful ping across the VPN tunnel and submit a lab log entry with the correct explanation of the traffic path; instructor verifies the VPN tunnel status is 'Up' in the console. |
| 10 | Cloud Monitoring, Logging, and Cost Management | 11.5 | practice | Students will configure cloud monitoring dashboards and alerts, enable and query access logs, and use cost-management tools to estimate and track cloud spending. |
| Cloud lab sandbox, email account for alarm notifications, cloud pricing calculator (online), lab log template, CompTIA A+ Core 2 study guide (operational procedures section) | Instructor verifies that the CPU alarm is active, that log files exist and are readable, and that the cost estimate is present in the lab log with at least three line items; student must explain one log field verbally to the instructor. |
| 11 | Physical Data Center Safety and Equipment Handling | 11.5 | theory | Students will identify physical hazards common to data center and server room environments, apply OSHA general industry standards for electrical safety and ergonomics, use proper PPE for rack work, and demonstrate correct electrostatic discharge (ESD) prevention practices. |
| ESD wrist straps, anti-static mats, decommissioned expansion cards and RAM modules for handling practice, OSHA 29 CFR 1910 Subpart S (electrical) reference handout, scenario card set, PPE (safety glasses for rack work context), hazard identification form | Safety check (mapped to course assessment 4): instructor observes each student connect an ESD wrist strap, verify continuity, and handle a static-sensitive component; any unsafe act (skipping strap, touching component contacts bare-handed) results in an immediate corrective intervention and a repeat demonstration before credit is given. |
| 12 | Integrated Cloud Infrastructure Build and Documentation | 12.5 | lab | Students will independently design, deploy, secure, document, and present a multi-service cloud environment meeting a stated business scenario, integrating compute, storage, networking, IAM, monitoring, and cost controls learned throughout the course. |
| Cloud lab sandbox, architecture diagram template, technical documentation template, cost estimate worksheet, CompTIA A+ Core 2 and Network+ study guides for reference, Cisco CCST materials | Skills demonstration (mapped to course assessment 2): all required components must be running and correctly configured; documentation must accurately reflect the deployed architecture; student must correctly answer at least three of four instructor probing questions during the defense walkthrough. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Cloud Concepts and Security Knowledge Exam | Written exam | 25% | 70% or higher (35 of 50 questions correct) | A 50-question multiple-choice and matching exam covering NIST cloud definitions, service and deployment models, virtualization concepts, IAM principles, the shared responsibility model, encryption types, and cloud networking fundamentals, mapped to CompTIA A+ Core 2 objectives (virtualization and cloud computing domain) and CompTIA Network+ objectives (cloud concepts domain). Standard met · Safety · Time · Quality/finish · Documentation |
| Integrated Cloud Build Skills Demonstration | Skills demonstration | 45% | All required components operational and documented; at least three of four instructor probe questions answered correctly; any critical security misconfiguration (open S3 bucket, root account used for deployment, no MFA) results in a fail and one re-attempt | Students independently deploy and present the multi-service cloud environment from Lesson 12, demonstrating competency in compute, storage, networking, IAM, monitoring, and cost management; the instructor evaluates the live environment, the technical document, and the verbal defense. Standard met · Safety · Time · Quality/finish · Documentation |
| Cloud Lab Log Portfolio | Log | 15% | At least 10 of 12 lesson lab log entries submitted; each accepted entry must include a completed objective, accurate screenshots or output, and a written explanation meeting the lesson's check-for criteria | Students maintain a cumulative lab log throughout the course, recording configuration steps, screenshots of key outputs, connectivity test results, and written reflections for each hands-on lesson; the portfolio demonstrates progressive skill development and supports the credential exam domains for CompTIA A+ Core 2, Network+, and Cisco CCST. Standard met · Safety · Time · Quality/finish · Documentation |
| Physical Data Center Safety Check | Safety audit | 15% | 100% on all critical safety behaviors; no unsafe act is acceptable—any critical failure requires immediate correction and a full repeat of the safety demonstration before the student may continue lab work | The instructor directly observes each student perform the ESD prevention procedure (strap connection, continuity check, and correct component handling) and complete the data center hazard identification form; the student must also verbally identify the correct OSHA principle for two randomly selected scenario cards. Standard met · Safety · Time · Quality/finish · Documentation |
TEC-ITS43-06 Trade course
Help Desk Operations and Technical Support
145 hr · $1,740 COMPLIMENTARY
This course prepares learners to work as first- and second-level help desk technicians by developing systematic troubleshooting methods, customer service skills, ticketing and documentation practices, and remote support techniques. Learners apply hardware, OS, and networking knowledge from prior courses to real-world support scenarios drawn from enterprise and small-business environments. Mapped lessons address CompTIA A+ Core 1 and Core 2 exam objectives related to troubleshooting, operational procedures, and professionalism, as well as CompTIA Network+ troubleshooting and support domains.
Outcomes- Apply a structured, six-step troubleshooting methodology to hardware, software, and network problems and document each step accurately in a ticketing system.
- Demonstrate professional communication skills—including active listening, plain-language explanations, and de-escalation techniques—in simulated help desk interactions with end users.
- Use remote access tools to diagnose and resolve common OS, application, and connectivity issues on Windows and macOS endpoints under supervision.
- Create and maintain accurate support documentation including incident tickets, knowledge-base articles, and escalation records that meet a defined quality rubric.
- Follow OSHA-aligned safety procedures, including proper ergonomics, cable management, and safe handling of equipment, during all bench and remote support tasks.
- Triage, prioritize, and escalate support requests according to a defined service-level framework, correctly classifying incident severity and routing tickets to the appropriate team.
Course text
This course prepares learners to work as first- and second-level help desk technicians by developing systematic troubleshooting methods, customer service skills, ticketing and documentation practices, and remote support techniques. Learners apply hardware, OS, and networking knowledge from prior courses to real-world support scenarios drawn from enterprise and small-business environments. Mapped lessons address CompTIA A+ Core 1 and Core 2 exam objectives related to troubleshooting, operational procedures, and professionalism, as well as CompTIA Network+ troubleshooting and support domains.
How the course runs. 12 blocks: The Help Desk Role and Support Tiers; Safety in the Support Environment: Ergonomics, ESD, and Workspace Hazards; Structured Troubleshooting Methodology; Ticketing Systems and Incident Documentation; Professional Communication and Customer Service; Remote Access Tools and Remote Support Procedures; Troubleshooting Windows OS Issues; Troubleshooting Network Connectivity at the Help Desk; Supporting Mobile Devices and BYOD Environments; Security Awareness and Social Engineering at the Help Desk; Knowledge Base Authoring and Self-Service Support; Simulated Help Desk Shift: Integrated Capstone Lab.
What competent looks like. Apply a structured, six-step troubleshooting methodology to hardware, software, and network problems and document each step accurately in a ticketing system. Demonstrate professional communication skills—including active listening, plain-language explanations, and de-escalation techniques—in simulated help desk interactions with end users. Use remote access tools to diagnose and resolve common OS, application, and connectivity issues on Windows and macOS endpoints under supervision. Create and maintain accurate support documentation including incident tickets, knowledge-base articles, and escalation records that meet a defined quality rubric. Follow OSHA-aligned safety procedures, including proper ergonomics, cable management, and safe handling of equipment, during all bench and remote support tasks. Triage, prioritize, and escalate support requests according to a defined service-level framework, correctly classifying incident severity and routing tickets to the appropriate team.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | The Help Desk Role and Support Tiers | 10 | theory | Learners will describe the structure of a tiered support model (Tier 1–3) and explain the responsibilities, tools, and escalation paths associated with each tier. |
| Whiteboard, printed organizational chart handouts, CompTIA A+ Core 2 Study Guide (Mike Meyers or equivalent), two short video scenarios (instructor-prepared or publisher-supplied), colored markers | Exit quiz of 10 multiple-choice questions covering tier definitions, escalation criteria, and common tier-1 tools; learner must score 80% or higher to proceed. |
| 2 | Safety in the Support Environment: Ergonomics, ESD, and Workspace Hazards | 8 | theory | Learners will identify ergonomic risk factors at a help desk workstation and demonstrate correct ESD prevention and electrical safety practices applicable to bench support work. |
| ESD wrist straps, anti-static mats, continuity tester, adjustable chair, printed ergonomic guideline reference (OSHA ergonomics resources), practice desktop PC, hazard-assessment photo handout, hazard log forms | Instructor observes each learner performing the ESD grounding sequence and adjusting a workstation; both tasks must be completed without a critical error (skipping grounding or placing components on a non-static surface counts as critical failure). 100% of safety steps must be demonstrated correctly. |
| 3 | Structured Troubleshooting Methodology | 12 | theory | Learners will apply the CompTIA six-step troubleshooting methodology—identify, theorize, test, plan, implement, verify, and document—to a given support scenario and produce a written step-by-step plan. |
| CompTIA A+ Core 2 Study Guide, six-step troubleshooting worksheet (instructor-created), three printed case studies, role-play scenario cards | Graded six-step worksheet for one case study: all six steps present and plausible, hypothesis testable, fix tied to root cause, documentation complete. Rubric: 80% minimum score across all sections. |
| 4 | Ticketing Systems and Incident Documentation | 10 | lab | Learners will create, update, categorize, and close support tickets in a help desk ticketing platform, producing documentation that meets a defined quality standard. |
| Lab PCs with osTicket installed (or equivalent free ITSM platform), five simulated inbound-request handouts, priority matrix reference card, ticketing rubric | Instructor reviews five completed tickets against the rubric (accurate summary, correct category, correct priority, professional language, resolution notes present for closed tickets); 80% of rubric points required to pass. |
| 5 | Professional Communication and Customer Service | 12 | demo | Learners will demonstrate active listening, plain-language explanation, and de-escalation techniques in simulated phone and chat help desk interactions. |
| Scripted scenario cards (four scenarios), communication checklist, plain-language rubric, telephone or headset for role-play, sample follow-up email template | Observer checklist score from two live role-plays must average 80% or higher; written follow-up email must receive a passing peer-review score confirmed by instructor. Instructor may override peer scores. |
| 6 | Remote Access Tools and Remote Support Procedures | 14 | lab | Learners will establish a remote support session using at least two different tools, navigate an end-user desktop, and resolve a simulated software issue while maintaining user privacy and documenting actions. |
| Lab PCs (pairs, on same network or VPN), Windows Quick Assist (built-in), one additional free remote-support tool approved by instructor, remote-session checklist, ticket update form | Instructor observes each learner as the remote technician: must obtain verbal consent, resolve the planted issue, and disconnect properly. Post-session ticket update must contain all required fields. Both elements must pass at 80% rubric score. |
| 7 | Troubleshooting Windows OS Issues | 14 | lab | Learners will diagnose and resolve at least four common Windows OS support issues—including slow performance, application crashes, failed updates, and profile corruption—using built-in tools and document each resolution. |
| Lab PCs with Windows 10 or 11 (pre-staged fault images), Task Manager, Event Viewer, Windows Update troubleshooter, sfc /scannow and DISM references, fault log worksheet, CompTIA A+ Core 2 Study Guide | Fault log reviewed by instructor: all four faults identified with correct root cause and plausible documented fix. Peer verification initialed. Minimum 3 of 4 faults correctly resolved and documented to pass. |
| 8 | Troubleshooting Network Connectivity at the Help Desk | 14 | lab | Learners will use command-line tools and the OSI model as a diagnostic framework to isolate and resolve simulated network connectivity issues reported by end users. |
| Lab PCs on a switched network with instructor-controlled faults, command-line tools (built into Windows), OSI reference card, CompTIA Network+ Study Guide (Mike Meyers or equivalent), incident report template | Instructor evaluates both the live fix (connectivity restored without hints) and the incident report (six steps present, commands correctly interpreted, resolution accurate). Both components must score 80% or higher. |
| 9 | Supporting Mobile Devices and BYOD Environments | 10 | theory | Learners will explain common mobile device support issues and the policies governing BYOD environments, and demonstrate a basic mobile device troubleshooting sequence on a physical or simulated device. |
| Sample BYOD policy document (instructor-created or sanitized real example), mobile decision-tree handout, mobile device or tablet (if available), MDM walkthrough video (instructor-recorded or publisher-supplied), CompTIA A+ Core 2 Study Guide (mobile device chapter) | Written scenario responses scored against answer key; learners must correctly identify resolution steps for at least 2 of 3 scenarios. BYOD policy annotation reviewed for accuracy on five key policy elements; 80% minimum. |
| 10 | Security Awareness and Social Engineering at the Help Desk | 12 | theory | Learners will identify common social engineering tactics targeting help desk staff, apply identity-verification procedures before resetting credentials, and explain the correct response to a suspected phishing or vishing attempt. |
| Social engineering scenario cards, identity-verification checklist (instructor-created), published breach summaries (sanitized for classroom use), tip-sheet template, CompTIA A+ Core 2 and CompTIA Network+ security chapters | Role-play observed by instructor using a pass/fail checklist: learner must correctly apply identity-verification steps and refuse an unverified reset attempt to pass. Tip sheet graded on accuracy and readability using a five-point rubric; 80% required. |
| 11 | Knowledge Base Authoring and Self-Service Support | 10 | practice | Learners will author a clear, accurate, and correctly formatted knowledge-base article for a common support issue that can be used by both technicians and end users. |
| Three sample knowledge-base articles (instructor-prepared), knowledge-base article template, ticketing system or word processor, peer-review feedback form, knowledge-base rubric | Revised knowledge-base article scored against rubric by instructor: all template sections present, steps testable and in correct order, no jargon without explanation, accurate resolution. Minimum 80% of rubric points to pass. |
| 12 | Simulated Help Desk Shift: Integrated Capstone Lab | 19 | lab | Learners will manage a simulated two-hour help desk shift by receiving, triaging, troubleshooting, documenting, and closing a queue of mixed inbound support requests within defined service-level time targets. |
| Lab PCs with ticketing system, remote access tool, network lab environment, role-play caller scripts for two classmates, priority matrix, shift summary template, all prior lab references available | Instructor scores both the ticket queue (accuracy of triage, resolution quality, documentation completeness) and the shift summary using a combined rubric. Learner must achieve 80% overall and must not leave a Severity-1 ticket unaddressed without a documented escalation. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Help Desk Knowledge Exam | Written exam | 25% | 80% (40 of 50 questions correct) | A 50-question multiple-choice and scenario-based written exam covering help desk tier structure, the six-step troubleshooting methodology, ticketing system concepts, BYOD and mobile support, social engineering recognition, and professional communication standards. Questions are mapped to CompTIA A+ Core 2 objectives (Operational Procedures and Troubleshooting domains) and CompTIA Network+ troubleshooting objectives. Standard met · Safety · Time · Quality/finish · Documentation |
| Live Help Desk Skills Demonstration | Skills demonstration | 45% | 80% of rubric points; all safety and identity-verification checklist items must be rated pass | Each learner completes a 30-minute observed support session in which they handle two inbound requests (one OS issue via remote access and one network connectivity complaint), manage a ticket for each in real time, and communicate with an instructor-played end user. The rubric evaluates troubleshooting logic, tool use, communication quality, ticket accuracy, and ESD/ergonomic safety compliance. Standard met · Safety · Time · Quality/finish · Documentation |
| Lab Log and Documentation Portfolio | Log | 15% | 80% of total portfolio points; no lesson lab log may be entirely missing | Learners submit a compiled portfolio of all lab worksheets, fault logs, ticket records, the knowledge-base article, and the shift summary from Lesson 12. Each item is scored for completeness, accuracy, and professional format using the individual lesson rubrics; the portfolio score is the weighted average across all submitted items. Standard met · Safety · Time · Quality/finish · Documentation |
| Workplace Safety and Identity-Verification Check | Safety audit | 15% | 100% of critical safety and verification steps demonstrated correctly; no critical errors permitted | Instructor administers a focused practical check in which each learner must correctly perform ESD grounding and workstation ergonomic adjustment, identify and correct two staged workspace hazards, and execute the full identity-verification procedure for a credential-reset request before a role-play 'caller.' Any critical safety omission or any failure to refuse an unverified reset request results in an immediate repeat of the affected section before the learner may advance. Standard met · Safety · Time · Quality/finish · Documentation |
TEC-ITS43-07 Capstone
Capstone Project: Integrated IT Support and Network Build
162 hr · $1,620 COMPLIMENTARY
Students design, build, document, and defend a complete small-business IT solution that integrates hardware, operating systems, networking, cloud services, and help-desk processes covered throughout the program. The capstone mirrors real workplace deliverables: a scoped plan, a working physical and logical environment, professional documentation, and an oral defense before an evaluator panel. Credential exam areas from CompTIA A+, Network+, Cisco CCST, and CCNA are embedded throughout each phase.
Outcomes- Plan and document a complete IT solution for a defined small-business scenario, including hardware selection, IP addressing scheme, and cloud integration, meeting all stated requirements.
- Build and verify a functional lab environment consisting of at least two end-user systems, a managed switch, a router, and a wireless access point configured with VLANs, DHCP, and basic ACLs.
- Produce a professional documentation package—network diagram, asset inventory, configuration backup, runbook, and change-management log—suitable for handoff to a client or employer.
- Troubleshoot at least three injected faults spanning hardware, OS, and network layers using a systematic methodology and record findings in a formal incident ticket.
- Demonstrate safe work practices including ESD precautions, proper cable management, and lockout/tagout awareness throughout every phase of the build.
- Deliver and defend a 15-minute technical presentation of the completed solution to a panel, answering questions about design decisions, security considerations, and lessons learned.
Course text
Students design, build, document, and defend a complete small-business IT solution that integrates hardware, operating systems, networking, cloud services, and help-desk processes covered throughout the program. The capstone mirrors real workplace deliverables: a scoped plan, a working physical and logical environment, professional documentation, and an oral defense before an evaluator panel. Credential exam areas from CompTIA A+, Network+, Cisco CCST, and CCNA are embedded throughout each phase.
How the course runs. 4 blocks: Project Planning, Scoping, and Design; Physical Build, OS Deployment, and Network Configuration; Documentation, Fault Injection, and Troubleshooting; Capstone Defense and Reflection.
What competent looks like. Plan and document a complete IT solution for a defined small-business scenario, including hardware selection, IP addressing scheme, and cloud integration, meeting all stated requirements. Build and verify a functional lab environment consisting of at least two end-user systems, a managed switch, a router, and a wireless access point configured with VLANs, DHCP, and basic ACLs. Produce a professional documentation package—network diagram, asset inventory, configuration backup, runbook, and change-management log—suitable for handoff to a client or employer. Troubleshoot at least three injected faults spanning hardware, OS, and network layers using a systematic methodology and record findings in a formal incident ticket. Demonstrate safe work practices including ESD precautions, proper cable management, and lockout/tagout awareness throughout every phase of the build. Deliver and defend a 15-minute technical presentation of the completed solution to a panel, answering questions about design decisions, security considerations, and lessons learned.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | Project Planning, Scoping, and Design | 36 | theory | Given a written small-business scenario, the student will produce a complete project plan including a network topology diagram, IP address table, hardware bill of materials, and a project schedule with milestones. |
| Scenario brief handout, draw.io (free web tool) or Cisco Packet Tracer, IP address planning worksheet, bill-of-materials spreadsheet template, CompTIA Network+ Study Guide (Mike Meyers or equivalent), Cisco CCNA Official Cert Guide (Wendell Odom) | Instructor reviews the diagram, IP table, and scope statement against a 20-point rubric; student must score 16/20 (80%) to advance; any missing subnet calculation or unlabeled device requires a same-day correction and re-check. |
| 2 | Physical Build, OS Deployment, and Network Configuration | 64 | lab | The student will assemble the hardware environment, install and configure operating systems, and configure a managed switch and router so that all devices pass connectivity and VLAN tests documented in the verification plan. |
| Lab workstation components (or existing lab PCs), managed Layer-2 switch (Cisco Catalyst or equivalent), router (Cisco ISR or pfSense on lab hardware), wireless access point, Cat 6 patch cables, ESD wrist straps, cable ties, label maker, Windows 11 Pro installation media, Cisco IOS CLI reference, pfSense documentation, CompTIA A+ Core 1 and Core 2 exam objectives (current version) | Instructor performs a live walk-through verification using the student's own verification table; all 24 checklist items must pass (PASS/FAIL per item); student must achieve 22/24 passing items; failed items are corrected before the documentation phase begins. |
| 3 | Documentation, Fault Injection, and Troubleshooting | 36 | practice | The student will produce a complete documentation package for the built environment and resolve at least three instructor-injected faults using a systematic troubleshooting methodology, recording each incident in a formal ticket. |
| Completed lab environment from Lesson 2, draw.io or Visio for as-built diagram, configuration backup text files, help-desk ticket template (from Course 6 Help Desk), security audit checklist, CompTIA Network+ troubleshooting methodology reference, Cisco CCST and CCNA exam objectives | Instructor scores the documentation package with a 15-point rubric (must score 12/15) and verifies that all three fault tickets are complete with correct root-cause identification; a ticket is acceptable only if the stated root cause matches the injected fault and the resolution was independently verified by the instructor. |
| 4 | Capstone Defense and Reflection | 26 | field | The student will deliver a structured 15-minute oral and visual presentation of the completed project to a two-person evaluator panel and respond to at least five technical questions, demonstrating the ability to explain and justify every major design and configuration decision. |
| Completed project environment and documentation package, laptop or classroom display for slides, presentation slide deck, panel evaluation rubric, self-assessment reflection template | Panel scores the defense on a 25-point rubric (presentation clarity 5 pts, technical accuracy 10 pts, Q&A responses 7 pts, professionalism 3 pts); student must score 20/25 to pass; self-reflection must be submitted and accepted as substantive to receive a passing grade for the lesson. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Capstone Build and Documentation Project | Project | 60% | Student must pass all four lesson-level checks (Lesson 1: 16/20; Lesson 2: 22/24 items; Lesson 3: 12/15 documentation plus all three tickets resolved correctly; Lesson 4 defense: 20/25); failure of any single check requires targeted remediation and a re-check before the portfolio is finalized. | The primary summative assessment is the completed, verified lab environment accompanied by the full documentation package—network diagram, IP address table, asset inventory, configuration backups, runbook, change log, three fault-resolution tickets, and security audit memo. The instructor evaluates both the live environment and the documentation against industry standards for a small-business IT deployment. Meets specification · Within estimate · Workmanship · Safety · Documentation |
| Capstone Portfolio | Portfolio | 20% | All required artifacts must be present, professionally formatted, and free of fabricated or placeholder data; graded on a 30-point completeness and quality rubric with a minimum passing score of 24/30. | Students compile every project artifact into a single organized portfolio (digital folder or binder with a table of contents) that demonstrates their mastery across all program courses: the scope statement, design diagrams, bill of materials, configuration files, verification records, fault tickets, security memo, presentation slides, and self-assessment reflection. This portfolio is suitable for use as a work sample with employers or during job interviews. Completeness · Organization · Evidence quality |
| Capstone Oral Defense | Oral / panel | 20% | Must score 20/25 on the panel rubric; a score of 15–19 triggers a one-time re-defense within five business days covering only the sections scored below 70%; a score below 15 requires additional instructor-supervised remediation before re-defense. | The two-person evaluator panel assesses the student's ability to communicate technical decisions clearly, defend configuration choices with evidence from the live environment or documentation, and demonstrate professional presentation skills expected of an entry-level IT support or networking technician. Explains decisions · Answers technical questions · Professional communication |
TEC-ITS43-08 Externship / clinical
Externship / Worksite Placement
243 hr · $970 COMPLIMENTARY
Students complete 243 supervised hours at an approved employer site in IT support, networking, or a related technology role, applying skills developed throughout the program in a real workplace setting. A qualified site supervisor evaluates professional conduct, technical performance, and problem-solving ability. This course bridges classroom learning and full employment by exposing students to live ticketing systems, production networks, end-user interactions, and workplace expectations.
Outcomes- Perform IT support and networking tasks on live systems under the direction of a qualified site supervisor with no more than minimal corrective guidance by the final evaluation period.
- Apply safe work practices—including proper cable management, ESD precautions, and lockout/tagout awareness—consistently throughout all worksite hours.
- Document at least 20 resolved help-desk tickets or completed network tasks using the employer's or a standard ITSM workflow, meeting site quality standards.
- Demonstrate professional workplace behaviors—punctuality, clear communication, escalation judgment, and customer-facing conduct—as rated satisfactory or above on the employer evaluation rubric.
- Identify real-world examples of CompTIA A+, Network+, and Cisco CCST/CCNA exam topic areas encountered on site and record them in a reflective field log.
- Receive a final employer evaluation score of satisfactory or above in all rubric categories as a condition of course completion.
Course text
Students complete 243 supervised hours at an approved employer site in IT support, networking, or a related technology role, applying skills developed throughout the program in a real workplace setting. A qualified site supervisor evaluates professional conduct, technical performance, and problem-solving ability. This course bridges classroom learning and full employment by exposing students to live ticketing systems, production networks, end-user interactions, and workplace expectations.
How the course runs. 4 blocks: Externship Orientation and Worksite Readiness; Supervised Technical Task Rotation — Help Desk and Hardware; Supervised Technical Task Rotation — Networking and Systems; Independent Contribution, Final Evaluation, and Reflection.
What competent looks like. Perform IT support and networking tasks on live systems under the direction of a qualified site supervisor with no more than minimal corrective guidance by the final evaluation period. Apply safe work practices—including proper cable management, ESD precautions, and lockout/tagout awareness—consistently throughout all worksite hours. Document at least 20 resolved help-desk tickets or completed network tasks using the employer's or a standard ITSM workflow, meeting site quality standards. Demonstrate professional workplace behaviors—punctuality, clear communication, escalation judgment, and customer-facing conduct—as rated satisfactory or above on the employer evaluation rubric. Identify real-world examples of CompTIA A+, Network+, and Cisco CCST/CCNA exam topic areas encountered on site and record them in a reflective field log. Receive a final employer evaluation score of satisfactory or above in all rubric categories as a condition of course completion.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | Externship Orientation and Worksite Readiness | 18 | field | Students will identify site-specific safety procedures, acceptable-use policies, escalation chains, and ticketing workflows before beginning unsupervised tasks. |
| Site Orientation Checklist, Externship Learning Agreement form, Student Field Log binder or digital equivalent, employer AUP, site safety data sheets, program's Task Documentation Template, PPE as required by site (ESD strap, safety glasses). | Signed and co-verified Site Orientation Checklist returned to program coordinator within the first five scheduled shifts; Task Documentation Template shows at least five observed tasks with accurate descriptions — both items must be complete to advance to Lesson 2. |
| 2 | Supervised Technical Task Rotation — Help Desk and Hardware | 90 | field | Students will resolve end-user hardware and software support requests from ticket-open to ticket-close using the site's ITSM system, with the supervisor providing corrective guidance no more than twice per week by week six. |
| Site ITSM platform (e.g., ServiceNow, Jira Service Management, Freshdesk, or equivalent), Student Field Log, Task Documentation Template, site-supplied tools (ESD strap, screwdriver kit, cable tester, label maker), CompTIA A+ exam objectives document (current version), PPE as required by site. | Weekly ticket summaries show a minimum of five completed tickets each week with all required fields filled; at least three hardware tasks carry supervisor sign-off; coordinator check-in notes confirm student can articulate the resolution process — all three elements required to advance to Lesson 3. |
| 3 | Supervised Technical Task Rotation — Networking and Systems | 90 | field | Students will perform networking and systems tasks—including switch configuration review, wireless troubleshooting, and user account management—documenting each with sufficient detail for a peer technician to repeat the steps. |
| Site network equipment (managed switches, wireless APs, routers), CLI access under supervision, Active Directory or cloud directory console, RMM tool if available, Student Field Log, Task Documentation Template, Cisco CCST and CCNA exam objectives documents (current versions), CompTIA Network+ exam objectives document (current version), PPE as required by site. | Field log entries for all four networking tasks and two systems tasks carry supervisor initials confirming accuracy; the exam-mapping sheet identifies at least six credible objective matches with a brief explanation for each — all three elements required to advance to Lesson 4. |
| 4 | Independent Contribution, Final Evaluation, and Reflection | 45 | field | Students will complete assigned tasks with minimal supervisor prompting, receive a final employer evaluation scoring satisfactory or above in all rubric categories, and produce a reflective summary connecting worksite experiences to program learning and career goals. |
| Employer Evaluation Rubric (program-issued, four-category rubric: technical skill, communication, professionalism, safety), Externship Final Reflection template, completed Student Field Log, exam-mapping sheet, all Task Documentation Templates from Lessons 2 and 3. | Employer Evaluation Rubric returned with supervisor signature showing satisfactory (3 of 4 or above) on all four rubric categories; Final Reflection submitted and reviewed by coordinator confirming it meets the 600-word minimum and addresses all four required topics — both items must be complete for course credit. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Employer Final Evaluation (Skills Demonstration) | Skills demonstration | 70% | Satisfactory rating (3 out of 4 or above) in all four rubric categories — technical skill, communication, professionalism, and safety compliance — as scored by the site supervisor on the program-issued Employer Evaluation Rubric; a score of 2 or below in any single category requires a documented remediation plan and, where scheduling allows, additional supervised hours before the course is marked complete. | The site supervisor completes the program-issued four-category Employer Evaluation Rubric at the end of the final lesson block, rating the student's demonstrated technical competence on live tasks, professional communication with colleagues and end users, consistent professionalism and punctuality, and adherence to workplace safety practices throughout all externship hours. This evaluation is the primary skills demonstration for the course and reflects performance across all 243 hours. Competency · Safety · Attendance · Conduct · Initiative |
| Student Field Log (Lab Log) | Log | 30% | Field log must contain completed Task Documentation Templates for a minimum of 20 separate tasks (covering both help-desk/hardware and networking/systems categories), weekly ticket summaries showing at least five resolved tickets per applicable week, the completed exam-mapping sheet with at least six credible objective entries, and the Externship Final Reflection meeting the 600-word minimum — all entries must carry supervisor initials or timestamps confirming they reflect real on-site activity; any log with fabricated entries earns a failing grade. | The Student Field Log is a cumulative record maintained by the student throughout all four lesson blocks, capturing ticket resolutions, hardware and networking task documentation, daily reflections, and the credential exam-mapping exercise. The program coordinator reviews the complete log at the closing three-way conference, verifying that entries are detailed enough for a peer technician to understand what was done and that the mapped exam objectives are genuine matches to the recorded experiences. Complete · Verified |
TEC-ITS43-09 Exam prep
Certification Exam Preparation: CompTIA A+, Network+, Cisco CCST & CCNA
68 hr · $680 COMPLIMENTARY
Students systematically review every domain tested on the CompTIA A+, Network+, Cisco CCST, and Cisco CCNA exams through targeted lessons, timed practice questions, and full-length mock exams that mirror real testing conditions. Each lesson is mapped directly to the official exam objectives published by CompTIA and Cisco so that study time is spent on content that appears on the actual credential tests. Students exit the course with identified strengths and a personal remediation plan for any weak domains before sitting live exams.
Outcomes- Correctly answer practice questions covering all CompTIA A+ Core 1 and Core 2 exam objective domains at a passing rate consistent with CompTIA's published passing score benchmarks.
- Correctly answer practice questions covering all CompTIA Network+ exam objective domains at a rate consistent with CompTIA's published passing score benchmarks.
- Demonstrate command of all Cisco CCST Networking exam topic areas through timed practice sets scored at or above Cisco's published passing threshold.
- Demonstrate command of all Cisco CCNA 200-301 exam topic domains through timed practice sets scored at or above Cisco's published passing threshold.
- Execute a complete, timed, full-length mock exam for each of the four credentials under proctored conditions and review performance using a domain-by-domain score report to identify remaining gaps.
- Produce a personal exam-readiness plan that lists remaining weak domains, targeted study resources, and a realistic exam scheduling timeline.
Course text
Students systematically review every domain tested on the CompTIA A+, Network+, Cisco CCST, and Cisco CCNA exams through targeted lessons, timed practice questions, and full-length mock exams that mirror real testing conditions. Each lesson is mapped directly to the official exam objectives published by CompTIA and Cisco so that study time is spent on content that appears on the actual credential tests. Students exit the course with identified strengths and a personal remediation plan for any weak domains before sitting live exams.
How the course runs. 4 blocks: CompTIA A+ Domain Deep Dive (Core 1 & Core 2); CompTIA Network+ Domain Deep Dive; Cisco CCST Networking Exam Topic Review; Cisco CCNA 200-301 Domain Review & Full Four-Credential Mock Exam Day.
What competent looks like. Correctly answer practice questions covering all CompTIA A+ Core 1 and Core 2 exam objective domains at a passing rate consistent with CompTIA's published passing score benchmarks. Correctly answer practice questions covering all CompTIA Network+ exam objective domains at a rate consistent with CompTIA's published passing score benchmarks. Demonstrate command of all Cisco CCST Networking exam topic areas through timed practice sets scored at or above Cisco's published passing threshold. Demonstrate command of all Cisco CCNA 200-301 exam topic domains through timed practice sets scored at or above Cisco's published passing threshold. Execute a complete, timed, full-length mock exam for each of the four credentials under proctored conditions and review performance using a domain-by-domain score report to identify remaining gaps. Produce a personal exam-readiness plan that lists remaining weak domains, targeted study resources, and a realistic exam scheduling timeline.
| # | Lesson | Hr | Type | Objective | Activities | Materials | Check |
|---|---|---|---|---|---|---|---|
| 1 | CompTIA A+ Domain Deep Dive (Core 1 & Core 2) | 16 | practice | Students will answer timed practice sets covering every CompTIA A+ Core 1 (hardware, networking, virtualization, cloud, hardware and network troubleshooting) and Core 2 (operating systems, security, software troubleshooting, operational procedures) domain and score at or above the published passing benchmark on two consecutive full-length simulated exams. |
| Exam-simulation platform with CompTIA A+ Core 1 (220-1101) and Core 2 (220-1102) question banks; CompTIA A+ Exam Objectives documents (current version, free from comptia.org); desktop and laptop lab hardware for PBQ station rotation; whiteboard and markers; domain score tracking spreadsheet template. | Student scores at or above the CompTIA published passing score equivalent on two consecutive simulated Core 1 and Core 2 full-length exams; instructor reviews domain breakdowns and signs off only when no single domain falls below 70% correct across the two attempts. |
| 2 | CompTIA Network+ Domain Deep Dive | 16 | practice | Students will answer timed practice sets covering every CompTIA Network+ exam domain (networking concepts, network implementation, network operations, network security, network troubleshooting) and score at or above the published passing benchmark on two consecutive full-length simulated exams. |
| Exam-simulation platform with CompTIA Network+ (current exam code) question banks including PBQ simulations; CompTIA Network+ Exam Objectives document (current version, free from comptia.org); Cisco Packet Tracer (free, Cisco Networking Academy); network lab switches and patch cables; Wireshark installed on lab PCs. | Student scores at or above the CompTIA published passing score equivalent on two consecutive full-length simulated Network+ exams; no single Network+ domain falls below 70% correct; instructor countersigns the student's annotated objectives document confirming all sub-objectives have been addressed. |
| 3 | Cisco CCST Networking Exam Topic Review | 12 | practice | Students will answer timed practice sets covering all Cisco CCST Networking exam topic areas — standards and concepts, addressing and subnetting, endpoints and media types, infrastructure, diagnosing problems, and security — and score at or above Cisco's published passing threshold on a full-length simulation. |
| CCST Networking practice question bank (Cisco Networking Academy or approved third-party); Cisco CCST Networking exam topic list (published by Cisco); Cisco Packet Tracer; subnetting drill worksheets; student exam-readiness plan template. | Student achieves a score at or above Cisco's published CCST passing threshold on the full-length simulation; instructor reviews the completed exam-readiness plan entry for CCST and confirms all topic areas are addressed with specific resources. |
| 4 | Cisco CCNA 200-301 Domain Review & Full Four-Credential Mock Exam Day | 24 | practice | Students will complete a targeted review of all Cisco CCNA 200-301 exam domains, score at or above Cisco's published passing threshold on a full-length CCNA simulation, and then sit a proctored, back-to-back mock exam session covering all four credentials to validate total exam readiness and produce a final personal exam-readiness report. |
| CCNA 200-301 question bank (Cisco Networking Academy, Cisco Press Official Cert Guide, or approved third-party simulation platform); Cisco CCNA 200-301 Exam Topics list (published by Cisco, free at cisco.com); Packet Tracer; all four credential simulation platforms (CompTIA A+, Network+, CCST, CCNA); printed domain score report templates; student exam-readiness plan template; instructor exam-readiness attestation form; information sheet on Pearson VUE and Certiport registration processes. | Student scores at or above the published passing benchmark for all four credentials on the mock exam session; instructor exam-readiness attestation is signed; final personal exam-readiness plan is complete, specific, and approved by the instructor — students who do not meet the passing benchmark on any credential simulation receive a written remediation assignment and a scheduled re-test of that simulation before program completion. |
| Assessment | Type | Weight | Pass standard | Method & rubric |
|---|---|---|---|---|
| Four-Credential Proctored Mock Certification Exam | Mock certification exam | 100% | Student must achieve a score at or above the current published passing benchmark for each credential (CompTIA A+ Core 1, CompTIA A+ Core 2, CompTIA Network+, Cisco CCST, and Cisco CCNA 200-301) on the respective full-length simulation; any credential simulation not meeting its benchmark requires documented remediation and a proctor-supervised re-sit before the student receives a program completion endorsement. | Students sit all four credential mock exams (five separate simulation sessions for A+ Core 1 and Core 2) under proctored, exam-like conditions with enforced time limits and no reference materials, replicating the experience of sitting at a Pearson VUE or Certiport testing center. Results are captured as domain-level score reports that feed directly into each student's final personal exam-readiness plan and inform the instructor's exam-readiness attestation, which becomes part of the student's official program record. Score · Time management |
Program completion
External credential: Cisco CCNA; Cisco CCST; CompTIA A+; CompTIA Network+
Students sit the CompTIA A+ (two exams), CompTIA Network+, Cisco CCST, and Cisco CCNA certification exams, all administered by their respective issuing organizations — CompTIA and Cisco Systems — at authorized testing centers. Pass standard: Credential issued by the body.
Back to IT Support / Networking · How the school gets authority to award these credentials
