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ASTORIANS ACADEMYCourse workspaceAstorians Academy Showcase: IT Support Professional — Complete Skills Lab — Test Copy 20261109-185106-C4980E68
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Astorians Academy Showcase: IT Support Professional — Complete Skills Lab — Test Copy 20261109-185106-C4980E68

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Six modules, 18 hands-on lessons, 42 assessment questions and six practical portfolio assignments.

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30 published activities

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Module 1 — Foundations of Modern IT Support
  1. Lesson 1.1 The support journeyEnrol to unlock
  2. Lesson 1.2 Ask better diagnostic questionsEnrol to unlock
  3. Lesson 1.3 Build a reproducible ticketEnrol to unlock
  4. Quiz Module 1 — Applied Knowledge CheckEnrol to unlock
  5. Assignment Module 1 — Practical Support PortfolioEnrol to unlock
Module 2 — Windows and Identity Troubleshooting
  1. Lesson 2.1 Windows sign-in triageEnrol to unlock
  2. Lesson 2.2 Active Directory and accessEnrol to unlock
  3. Lesson 2.3 Endpoint performance and recoveryEnrol to unlock
  4. Quiz Module 2 — Applied Knowledge CheckEnrol to unlock
  5. Assignment Module 2 — Practical Support PortfolioEnrol to unlock
Module 3 — Microsoft 365 and Collaboration
  1. Lesson 3.1 Outlook mail-flow investigationEnrol to unlock
  2. Lesson 3.2 Teams meeting reliabilityEnrol to unlock
  3. Lesson 3.3 SharePoint and OneDrive permissionsEnrol to unlock
  4. Quiz Module 3 — Applied Knowledge CheckEnrol to unlock
  5. Assignment Module 3 — Practical Support PortfolioEnrol to unlock
Module 4 — Networking and Security Operations
  1. Lesson 4.1 Network troubleshooting layersEnrol to unlock
  2. Lesson 4.2 VPN and remote accessEnrol to unlock
  3. Lesson 4.3 Security-aware supportEnrol to unlock
  4. Quiz Module 4 — Applied Knowledge CheckEnrol to unlock
  5. Assignment Module 4 — Practical Support PortfolioEnrol to unlock
Module 5 — Customer Communication and Escalation
  1. Lesson 5.1 Explain technical issues clearlyEnrol to unlock
  2. Lesson 5.2 Handle frustration professionallyEnrol to unlock
  3. Lesson 5.3 Escalate with useful evidenceEnrol to unlock
  4. Quiz Module 5 — Applied Knowledge CheckEnrol to unlock
  5. Assignment Module 5 — Practical Support PortfolioEnrol to unlock
Module 6 — Capstone: Run a Support Desk
  1. Lesson 6.1 Prioritize a mixed queueEnrol to unlock
  2. Lesson 6.2 Deliver a secure resolutionEnrol to unlock
  3. Lesson 6.3 Close the loop and improveEnrol to unlock
  4. Quiz Module 6 — Applied Knowledge CheckEnrol to unlock
  5. Assignment Module 6 — Practical Support PortfolioEnrol to unlock

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About this course

Six modules, 18 hands-on lessons, 42 assessment questions and six practical portfolio assignments.

Read the complete course description

Learn by solving realistic help-desk cases

An end-to-end demonstration of the Astorians learning experience: guided lessons, practical tasks, seven quiz question formats, rubric-based assignments, and an integrated capstone. Fictional scenarios only; no learner data.

Outcomes

  • Triage incidents and service requests
  • Diagnose Windows, identity, Microsoft 365, and networking issues
  • Apply least privilege and safe escalation
  • Communicate clearly and document resolutions

Audience: aspiring and working IT support professionals. Prerequisites: basic computer literacy. Recommended duration: 12–16 hours.

Beginner to Intermediate 12–16 hours Closed access