Courseware for Cisco IT support
This course provides a hands-on experience working inside the world of IT Support, that will show competency at an industry associate-level and is college and career ready. You will be able to demonstrate the correct application of the principal features of IT Support and complete tasks independently.
Cisco Certified Support Technician – IT Support
The Cisco Certified Support Technician – IT Support certification is built to test and validate foundation-level concepts and knowledge in technical support. The successful candidates are qualified to enter the workforce as support specialists, support technicians, support auditors, and analysts.
Includes
- 5 Chapters
- 17 Topics
- 13 Scenario-Based Practice activities
- 17 timed quizzes
- 5 Hands-on Projects
- Certificate of Completion
Includes the following features
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E-textbook
Each course includes a complete e-textbook. The topics are chunked and embedded. Ideal for informing discussions or assigning homework.
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Read-Along
Listen - a read-along feature designed to support auditory learners is available in every course. This feature is available at the top of every topic page. Simply click on the "play" icon and start listening.
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Comprehensive Grade Book
Save valuable time by eliminating the need to create additional lessons. All MSi courses generate grades automatically from students as they complete knowledge checks, practice activities, quizzes, and projects. These grades are automatically entered into the MSi LMS (Learning Management System). You can easily import these grades into your district's grade book.
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Assessments to Track Progress
Easily measure your students learning gains and identify any knowledge gaps. At the beginning of every chapter, there is a pre-assessment. Once students have completed the chapter there will be a post-assessment. You’ll see these scores immediately so you can proceed accordingly.
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Focus Mode
To make it easier to concentrate, MSi offers a Focus Mode. This tool removes elements on the page that can be distracting. We’ve found this feature to be very helpful, particularly for visual learners.
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Course Completion Badge
Share accomplishments! Upon completion of the course with a grade of 80% or higher, students are eligible for a course completion badge that is designed to be displayed on LinkedIn and other social media channels.
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Course Completion Certificate
Showcase success! After completion of the course with a grade of 80% or higher, students are eligible for a printable course completion certificate.
Course Content
Chapter 1 Overview
Chapter 1 Introduction
Chapter 1: Pre-assessment Quiz
Topic 1.1: Defining Key Help Desk Concepts
Topic 1.1 Quiz
Topic 1.2: Preparing Documentation
Topic 1.2 Quiz
Scenario Based Activity: Tickets and Documentation
Topic 1.3: The Problem-Solving Process
Topic 1.3 Quiz
Topic 1.4: Interpersonal Communication in IT Support
Topic 1.4 Quiz
Scenario Based Activity: Plan of Action
Chapter 1: Vocabulary
Chapter 1: Project
Chapter 1: Post-assessment Quiz
Chapter 2 Overview
Chapter 2 Introduction
Chapter 2: Pre-assessment Quiz
Topic 2.1: Safety Procedures
Topic 2.1 Quiz
Scenario Based Activity: Handling Equipment
Topic 2.2: Hardware, Software, and Device Configurations
Topic 2.2 Quiz
Topic 2.3: Computer Maintenance
Topic 2.3 Quiz
Scenario Based Activity: Navigating Windows and MacOS Hardware
Topic 2.4: Investigating Hardware Issues
Topic 2.4 Quiz
Scenario Based Activity: Troubleshooting Common Errors
Chapter 2: Vocabulary
Chapter 2: Project
Chapter 2: Post-assessment Quiz
Chapter 3 Overview
Chapter 3 Introduction
Chapter 3: Pre-assessment Quiz
Topic 3.1: Network-Based Resources
Topic 3.1 Quiz
Scenario Based Activity: Troubleshooting Shared Directories
Topic 3.2: Troubleshooting Peripherals
Topic 3.2 Quiz
Scenario Based Activity: Common Printer Complaints
Topic 3.3: End-Device Connectivity
Topic 3.3 Quiz
Scenario Based Activity: Command-Line Tools
Chapter 3: Vocabulary
Chapter 3: Project
Chapter 3: Post-assessment Quiz
Chapter 4 Overview
Chapter 4 Introduction
Chapter 4: Pre-assessment Quiz
Topic 4.1: Mobile, Desktop, and Application-Related Issues
Topic 4.1 Quiz
Topic 4.2: Using Remote Access Software for Technical Support
Topic 4.2 Quiz
Scenario Based Activity: Troubleshooting Boot-up of Remote Devices
Topic 4.3: Conducting Research and Updating Internal Documentation
Topic 4.3 Quiz
Scenario Based Activity: SQL Queries
Chapter 4: Vocabulary
Chapter 4: Project
Chapter 4: Post-assessment Quiz
Chapter 5 Overview
Chapter 5 Introduction
Chapter 5: Pre-assessment Quiz
Topic 5.1: Threats, Investigations, and Escalation
Topic 5.1 Quiz
Scenario Based Activity: Malicious Attacks
Topic 5.2: Social Engineering
Topic 5.2 Quiz
Scenario Based Activity: Suspicious Email
Topic 5.3: Confidentiality and Data Safety
Topic 5.3 Quiz
Scenario Based Activity: Diagnosing, Resolving, and Preventing the Issue
Chapter 5: Vocabulary
Chapter 5: Project
Chapter 5: Post-assessment Quiz
Support you can depend on*
*Our exceptional customer support is always included. Fine print not needed.
At MSi, we are dedicated to your success. We want you to feel comfortable coming to us to ask questions. This is what we do for a living, and we love our job! Our helpful customer support team is based in the United States, friendly, and ready to assist. We are here to help you through the entire process. We’ll give you detailed instructions to enroll your students, set up your courses, and answer any questions you may have along the way. MSi takes pride in providing customer support you can depend on.
WHAT OUR TEACHER'S SAY
MSi has it all. They can offer you everything. They offer the curriculum, They can give you everything every student needs.
Amanda Kagan
CTE Teacher