Be an IT Support Hero.

The help desk is the front line of engagement for customers when problems arise. With the IT Support track you will learn a wide range of skills to diagnose, troubleshoot, and solve customer issues.

Learners who are interested in a career in IT, but have yet to receive formal IT training, will learn the skills for the role of a front-line Help Desk or Tier 1 IT Support Professional. This curriculum will give you a broad range of skills to support many different technology areas.


IT Support Track Details

All courses are available online and on demand on any device – so whether you plan to spend a couple of hours per day or a couple of hours per week, you can work on these skills at the pace that is right for you.

Course 1: IT Support: Fundamentals

Learn the core priorities and key responsibilities of the IT Support role. The course then examines what influences customer behavior when dealing with IT Support, including global cultural differences and communication styles. The course concludes with an introduction to the basic stages of case management, from initial receipt of a support call through solution development and closure.


Course 2: IT Support: Communication

This course provides insights into the communication skills and acumen needed to be a successful support agent. Effective communication, both with the customer and with internal resources at your company, is critical to the success of anyone considering a role in IT Support.


Course 3: IT Support: Troubleshooting

This course is a follow up to IT Support Fundamentals and delves deeper into the entire case management process, guiding you through each stage of the process.


Course 4: IT Support: Documentation

This course dives deep into the case management process and how to identify key issues that need to be documented throughout the evolution of a case. You will examine the reasons why documentation is so critical in the field of IT Support, and why it is so crucial for capturing all viewpoints within case documentation, from the support agent, to the customer, and to any other internal resource who may get involved.


Course 5: IT Support: Hardware Essentials

IT Support: Hardware Essentials is designed to introduce students to a basic understanding of the different types of computing devices (desktop computers, laptops, tablets, smartphones, etc.), computer components (CPU, memory, power supplies, etc.) as well as peripheral devices, storage devices, displays and connection interfaces.


Course 6: IT Support: Networking Essentials

IT Support: Networking Essentials is designed to introduce the core networking concepts to learners who are new to IT Support.


Course 7: Windows Support Essentials: Installation

In this computer science course, you will learn how to support the installation tasks associated with Windows 10. You will develop skills that include learning how to install and customize Windows 10 operating systems and applications and configure web browsers and OneDrive.


Course 8: Windows Support Essentials: Configuration

In this computer science course, you will learn how to support the configuration tasks associated with Windows 10. You will develop skills that include managing storage, files, and printers as well as how to configure network connectivity for Windows 10.


Course 9: Windows Support Essentials: Maintenance

In this course you will learn how to support the maintenance tasks associated with Windows 10. You will develop skills that include learning how to manage network and device security.


Course 10: IT Support: Troubleshooting Windows

Learn how to troubleshoot basic Windows issues, using the built-in tools to identify faulty configuration settings.


Course 11: Microsoft Office Fundamentals: Outlook, Word, and Excel

Learn how to create and edit Word documents, Excel spreadsheets, and emails with Microsoft Office in this course for beginners.


Course 12: IT Support: Troubleshooting Microsoft Office

IT Support: Troubleshooting Microsoft Office is designed to introduce students to the basics of setting up an email client in Outlook, troubleshooting connectivity issues, and troubleshooting cloud storage.


Course 13: IT Support: Cloud Fundamentals

Learn about Cloud fundamentals, including core cloud concepts, cloud usage models, cloud security basics, and cloud services, and receive an introduction to Microsoft Azure and Microsoft Office 365.


Final Project - Microsoft Professional Capstone: IT Support

Validate the skills and knowledge you have learned by taking the IT Support Microsoft Professional Program. The Capstone project will provide you with a series of tasks based activities around the core subject areas that validate the skills you have developed. The tasks will cover Role, Technical and Productivity skills.


Microsoft Professional Program Certificate in IT Support



Booking Options: We offer two options to reach your Certificate in IT Support!

Self-paced E-Learning with optional Learning as a Service (LaaS) offerings



Complete Package Price
USD 1.150,00
including 13 Certificates of Completion

Customized Onsite Classroom Training
with a small E-learning part



Complete Package Price
On request


Do you have any questions about the Microsoft Professional Program for IT Support?

You can reach us any time at (507) 294-4841 or send an email to info@flane.co.cr.