Help Desk Ready: Troubleshoot Like a Tier 1 Pro

The practical course that gets you ready for your first IT help desk job: real tickets, a repeatable method, and hands-on labs you can put on your resume.

Walk into your first help desk shift ready

Learn to troubleshoot passwords, networks, printers, Outlook, and slow PCs the way working help desk techs do, from someone who's done the job.

Who it's for

Career changers aiming for their first IT job
Recent grads and self-taught tinkerers who want real-world skills
Anyone studying for CompTIA A+ who wants to know what to actually do when a ticket lands

What you'll be able to do

Follow a six-step troubleshooting method on every ticket
Fix the most common Tier 1 problems: lockouts, MFA, Wi-Fi, DNS, printers, Outlook, and slow computers
Use the Windows tools and commands techs rely on every day
Write clear ticket notes and escalate the right way
Stay calm and professional with frustrated users
Walk into an interview ready for the questions you'll get

What's included

22 short video lessons across 8 modules, plus a capstone
5 printable quick-reference sheets: troubleshooting flowchart, command cheat sheet, network triage checklist, ticket note templates, and interview prep pack
6 hands-on labs in a free Windows virtual machine, including building your own Active Directory domain
A 10-ticket capstone that simulates your first shift, with an answer key
8 module quizzes and a certificate of completion

Requirements

A Windows PC with at least 8 GB of RAM for the labs (16 GB recommended). Newer Macs with Apple chips can watch the videos but can't run the labs as written.
No IT experience needed

FAQ

Do I need certifications first? No. The course lines up with CompTIA A+ topics, so it's a good companion while you study.

Do I need to buy software? No. The labs use VirtualBox and Microsoft's free evaluation versions of Windows.

How long does it take? The videos run about an hour total. Most students finish the labs and capstone over a couple of weekends.

This course is independent training and is not affiliated with or endorsed by CompTIA, Microsoft, or Google. CompTIA A+, Network+, and Security+ are trademarks of CompTIA. Completing this course is not a certification.

About your instructor

I'm Robby, and I've worked the help desk queue. This course teaches what I wish someone had shown me before my first shift: not just what the tools are, but what to do when a real ticket lands.

Every lesson is built around real Tier 1 tickets, the same ones you'll see in your first week on the job.

Choose a pricing plan

Full Course Access

$79

Course curriculum

1

Module 1: How the Help Desk Actually Works
- 1.1 What a Tier 1, 2, and 3 Tech Really Does All Day
- 1.3 Escalation: When to Hand It Off and How to Do It Well
- Module 1 Quiz
2

Module 2: The Troubleshooting Method
- 2.1 The 6-Step Method: Identify, Theorize, Test, Plan, Fix, Document
- 2.2 Asking the Right Questions:
- 2.3 Isolating the Problem: User, Device, Network, or App?
- 2.5 Using AI Tools to Speed Up Research Without Trusting Them Blindly
- Handout: Troubleshooting Flowchart
- Module 2 Quiz
3

Module 3: Windows Essentials for Support
- 3.1 Task Manager, Event Viewer, and Device Manager Tour
- 3.5 Command Line Basics: ipconfig, ping, sfc, chkdsk, gpupdate
- 3.6 Remote Support Tools and How to Take Control of a User's Screen
- Handout: Windows Command Cheat Sheet
- Lab 1: Build Your Lab
- Module 3 Quiz
4

Module 4: Networking for the Help Desk
- 4.1 IP Addresses, DNS, and DHCP in Plain English
- 4.2
- 4.5 Mapped Drives and Shared Folders Not Showing Up
- Handout: Network Triage Checklist
- Lab 2: The Broken Network
- Module 4 Quiz
5

Module 5: Accounts, Email, and Security
- 5.1 Password Resets and Account Lockouts in Active Directory
- 5.2 MFA Problems: New Phone, Lost Device, No Codes
- 5.3 Outlook Won't Open, Won't Sync, or Is Missing Emails
- 5.4 Spotting Phishing and What to Do When a User Clicks
- Lab 3: Locked Out
- Module 5 Quiz
6

Module 6: Hardware and Peripherals
- 6.1 Printers: Offline, Stuck Jobs, and Driver Issues
- 6.3 Slow Computer: Disk, RAM, Startup Apps, or Failing Drive?
- Lab 4: The Stuck Printer
- Lab 5: Slow PC
- Module 6 Quiz
7

Module 7: Communication and Documentation
- 7.1 Writing Ticket Notes the Next Tech Will Thank You For
- 7.2 Talking to Frustrated Users: Calm, Clear, No Jargon
- Handout: Ticket Note Templates
- Lab 6: Ticket Writing
- Module 7 Quiz
8

Module 8: Landing the Job
- 8.1 Certifications That Matter for Entry Level, and in What Order
- 8.4 The 15 Help Desk Interview Questions You Will Get
- Handout: Interview Prep Pack
- Module 8 Quiz
9

Capstone: Your First Shift
- Capstone: Your First Shift (Video)
- Capstone Packet: 10 Tickets
- Capstone Answer Key
- Your Certificate of Completion