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Prepare for a career as an IT support specialist. Gain the in-demand skills and hands-on experience to get job-ready in as little as 3 months. No prior experience required.
Instructors: IBM Skills Network Team
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(1,978 reviews)
Recommended experience
Beginner level
This program is designed for those wanting to start a new career or switch to a career in IT, and does not require any prior experience or degree.
(1,978 reviews)
Recommended experience
Beginner level
This program is designed for those wanting to start a new career or switch to a career in IT, and does not require any prior experience or degree.
Master the most up-to-date practical skills and tools used by IT support professionals and how to apply them in an everyday professional setting
Learn hardware and software skills that help users select, install, and configure their devices, operations systems, and applications
Develop a strong IT foundation in topics including cybersecurity, networking, cloud, databases, and be prepared for CompTIA certification exams
Practice customer service and troubleshooting skills by using ticketing systems, hands-on labs, demos, and interactive exercises
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Prepare for an in-demand career in Information Technology (IT). In this program, you’ll develop a strong foundation in IT fundamentals, networking, cybersecurity, and cloud computing to get job-ready in as little as 3 months, with no prior experience or degree needed to get started.
Almost every organization, business, or individual relies on technology. A career in IT Support is about providing technological assistance to better optimize organizational efficiency. This can include troubleshooting, setting up computers, setting up network & wifi, along with providing excellent customer service.
You’ll learn the latest skills and tools used by IT support professionals including hardware and software setup, technical support, customer service, ticketing systems, service level agreements, and troubleshooting. You’ll demonstrate your knowledge of networking, security, and cloud computing, and practice analyzing user help requests and troubleshooting various issues.
When you successfully complete the program, you’ll have a portfolio of projects to demonstrate your proficiency, a Professional Certificate from IBM to showcase your job readiness to potential employers, and you’ll receive exclusive access to career support resources to help you in your job search.
Applied Learning Project
The IBM Technical Support Professional Certificate provides more than 70 hours of instructional videos and engaging hands-on interactive exercises, labs, projects and practice tests.
The skills you’ll gain through labs and projects include hardware & mobile device setup, software configuration, Windows/Linux usage, GUI & command line, troubleshooting procedures, IT helpdesk & ticketing systems, customer service & tech support best practices, network & wifi setup, cloud computing & cybersecurity fundamentals, and much more.
In the final capstone course, you will apply your knowledge and skills to real-world case studies, and upon completion, will be able to confidently demonstrate your IT support skills to prospective employers.
Course staff and teaching assistants are available throughout the program to support your success.
Define technical support, tech support, IT support, customer support mindset, the various levels of IT support, and the escalation matrix
Discover soft and technical skills required and opportunities available for a career in Technical Support
Explore the features and benefits of ticketing systems
Identify the various methodologies and frameworks popular in technical support
Demonstrate an understanding of operating system fundamentals.
Recognize desktop and laptop hardware components and devices.
Identify and describe internal desktop and laptop computer components, interfaces, and peripherals.
Explain basic workstation setup, locate operating system settings, and identify good troubleshooting practices.
Classify, install, configure, and manage software including mobile platforms.
Discuss cloud computing and web browser concepts.
Explain software development models, techniques, and concepts.
Describe fundamental database management concepts.
Identify wired and wireless network types, explain physical and logical topology, differentiate network cable types and what each is used for.
List common network devices. Discover what packets are and how IP addresses work, and explain what protocols are and why models are necessary.
Determine how to set up and encrypt networks and mobile devices. Diagnose connectivity issues and utilize the command prompt and Windows Settings.
List network drive types, explain RAM, ROM, and RAID, and troubleshoot storage issues. Explain STaaS, and define file, block, and object storage.
Recognize the importance of data security, maintaining data integrity, and confidentiality
Demonstrate the installation of software updates and patches
Identify preferred practices for authentication, encryption, and device security
Discuss types of security threats, breaches, malware, social engineering, and other attack vectors
Define cloud computing and explain essential characteristics, history, the business case for cloud, and the emerging technologies enabled by cloud
Describe the cloud service models- IaaS, PaaS, SaaS, and cloud deployment models- Public, Private, Hybrid; explain cloud infrastructure components
Explain emerging Cloud related trends including HybridMulticloud, Microservices, Serverless, Cloud Native, DevOps, and Application Modernization
List and describe services of popular cloud platforms including AWS, Microsoft Azure, Google Cloud, IBM Cloud, Alibaba Cloud, and others
Practice and check your readiness for the CompTIA ITF+ Certification exam that tests your proficiency in IT Fundamentals.
Summarize how to set up and install common peripheral devices, secure a basic wireless network, and the importance of Cloud+ Certification exam.
Describe the components of an OS, identify programming language categories, define programming & database concepts, and methods used to interface.
Identify best security practices, including confidentiality, integrity, and availability concerns of secure devices, and describe IT concepts.
Describe processes and information related to IT Fundamentals in the context of providing technical support.
Demonstrate systematic and effective troubleshooting and problem-solving skills.
Use diagnostic tools and tracking systems to solve and log customer issues.
Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
Summarize the basic functions and tasks of the technical support specialist role.
Describe some career paths for technical support and the job prospects for the field.
Review technical support fundamentals and refresh essential skills.
Discover what to expect from a technical interview so you can come prepared.
Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.
When you complete this Professional Certificate, you may be able to have your learning recognized for credit if you are admitted and enroll in one of the following online degree programs.¹
This Professional Certificate has ACE® recommendation. It is eligible for college credit at participating U.S. colleges and universities. Note: The decision to accept specific credit recommendations is up to each institution.
At IBM, we know how rapidly tech evolves and recognize the crucial need for businesses and professionals to build job-ready, hands-on skills quickly. As a market-leading tech innovator, we’re committed to helping you thrive in this dynamic landscape. Through IBM Skills Network, our expertly designed training programs in AI, software development, cybersecurity, data science, business management, and more, provide the essential skills you need to secure your first job, advance your career, or drive business success. Whether you’re upskilling yourself or your team, our courses, Specializations, and Professional Certificates build the technical expertise that ensures you, and your organization, excel in a competitive world.
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The IBM IT Support Professional Certificate has created a strong positive impact in my career. It has helped me discover the latest trends in the domain of computing and information technology. Additionally, along with the theoretical knowledge, it had enhanced my practical skills by fostering hands-on practice through labs and assignments. Ultimately it was a great experience.
Learning from Pakistan
“
The IBM IT Support Professional Certificate has created a strong positive impact in my career. It has helped me discover the latest trends in the domain of computing and information technology. Additionally, along with the theoretical knowledge, it had enhanced my practical skills by fostering hands-on practice through labs and assignments. Ultimately it was a great experience.
Learning from Pakistan
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Almost every organization, business, or individual relies on technology. In the simplest of words, a career in IT Support is about providing technological assistance to better optimize organizational, or individual, efficiency. This can include troubleshooting, setting up computers, setting up network & wifi, along with providing excellent customer service.
With over 347,000 US job openings and an average salary of $52,000, Technical Support Specialists are in high demand with plenty of career advancement opportunities. The barrier to entry is low and no prior experience is necessary.
This program is designed especially for beginners who want to make a career change to an entry-level IT support role.
No background IT knowledge is necessary. These courses are designed for anyone who wants to gain the fundamental IT skills needed for an entry-level IT Support role.
Jobs titles related to this certificate include IT Support Specialist, IT Helpdesk Associate, Desktop Support Engineer, Technical Customer Service Representative, Enterprise Help Desk Technician, User Support Analyst, Datacenter Support Engineer, Field Support Specialist, Technical Support Associate, PC Support Technician, Computer Support Specialist, and others.
You can complete this program in as little as 3 months if you commit to just a few hours per week.
We highly recommend taking at least the first two courses in the order shown, as each course builds on content from prior courses.
Many companies hire for IT technical support as it is one of the most crucial roles in any organization or business. The IBM Technical Support Professional Certificate will equip learners with the in-demand skills needed to excel in this role. With the knowledge you gain from this program and hands-on learning experiences, you can be job-ready after completion.
When you complete the program, you’ll gain access to career support resources to help you in your job search, including tools to improve your resume and practice mock interviews.
The course discussion forums are monitored by course staff and teaching assistants. If you run into a course issue, or just need something explained, we’re here to support your success.
Learn on your time. We recommend that you find about 5-10 hours a week so that you can fast-track your way to your new career, but if you need to take longer, that’s okay too!
This program is ACE® and FIBAA recommended —when you complete, you can earn up to 9 college credits and 4 ECTS credits.
This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.
Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate, or you can audit it to view the course materials for free. When you subscribe to a course that is part of a Certificate, you’re automatically subscribed to the full Certificate. Visit your learner dashboard to track your progress.
¹ Median salary and job opening data are sourced from Lightcast™ Job Postings Report. Data for job roles relevant to featured programs (2/1/2024 - 2/1/2025)
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