IT Support & Systems Administration — Skills Plan
Planned skill map for IT Support & Systems Administration. The curriculum will be developed and released in stages.
Practice service-desk troubleshooting, endpoint setup, identity and permissions, Windows/Linux administration, scripting, patching, backup, and ticket workflows.
Potential roles: IT Support Specialist · Help Desk Technician · Systems Administrator · Endpoint Administrator
Before you start
- Computer hardware and operating-system basics
- Networking fundamentals
- Customer communication and ticket handling
What you’ll build
- Build a secure small-office environment
- Automate endpoint setup and reporting
- Run a documented incident-to-resolution exercise
Prerequisites
PLANNED- Computer hardware and operating-system basics
Build the Computer hardware and operating-system basics knowledge needed to follow the IT Support & Systems Administration foundations.
- Networking fundamentals
Build the Networking fundamentals knowledge needed to follow the IT Support & Systems Administration foundations.
- Customer communication and ticket handling
Build the Customer communication and ticket handling knowledge needed to follow the IT Support & Systems Administration foundations.
Foundations
PLANNED- Windows and Linux administration
Explain how Windows and Linux administration works and where it fits in the IT Support & Systems Administration learning path.
- Accounts, groups, and permissions
Explain how Accounts, groups, and permissions works and where it fits in the IT Support & Systems Administration learning path.
- TCP/IP, DNS, DHCP, and VPN troubleshooting
Explain how TCP/IP, DNS, DHCP, and VPN troubleshooting works and where it fits in the IT Support & Systems Administration learning path.
- Directory and identity fundamentals
Explain how Directory and identity fundamentals works and where it fits in the IT Support & Systems Administration learning path.
Core Skills
PLANNED- Endpoint provisioning and device management
Use Endpoint provisioning and device management to implement a working capability and verify its behavior in IT Support & Systems Administration.
- Active Directory and Microsoft Entra ID concepts
Use Active Directory and Microsoft Entra ID concepts to implement a working capability and verify its behavior in IT Support & Systems Administration.
- PowerShell and shell automation
Use PowerShell and shell automation to implement a working capability and verify its behavior in IT Support & Systems Administration.
- Backup, patching, and software deployment
Use Backup, patching, and software deployment to implement a working capability and verify its behavior in IT Support & Systems Administration.
- IT service management and change records
Use IT service management and change records to implement a working capability and verify its behavior in IT Support & Systems Administration.
Advanced / Production
PLANNED- Monitoring and escalation workflows
Evaluate Monitoring and escalation workflows trade-offs against the performance, reliability, and safety needs of IT Support & Systems Administration systems.
- Endpoint security and hardening
Evaluate Endpoint security and hardening trade-offs against the performance, reliability, and safety needs of IT Support & Systems Administration systems.
- Virtualization and server operations
Evaluate Virtualization and server operations trade-offs against the performance, reliability, and safety needs of IT Support & Systems Administration systems.
- Asset inventory and lifecycle management
Evaluate Asset inventory and lifecycle management trade-offs against the performance, reliability, and safety needs of IT Support & Systems Administration systems.
- Incident, problem, and change management
Evaluate Incident, problem, and change management trade-offs against the performance, reliability, and safety needs of IT Support & Systems Administration systems.
Real-World Projects
PLANNED- Build a secure small-office environment
Deliver a working outcome with Build a secure small-office environment, then test it against the project requirements.
- Automate endpoint setup and reporting
Deliver a working outcome with Automate endpoint setup and reporting, then test it against the project requirements.
- Run a documented incident-to-resolution exercise
Deliver a working outcome with Run a documented incident-to-resolution exercise, then test it against the project requirements.
Career / Interview Preparation
PLANNED- Structured troubleshooting
Explain your approach to Structured troubleshooting, defend key trade-offs, and discuss what you learned.
- Service-desk scenario practice
Explain your approach to Service-desk scenario practice, defend key trade-offs, and discuss what you learned.
- Systems administration portfolio and runbooks
Explain your approach to Systems administration portfolio and runbooks, defend key trade-offs, and discuss what you learned.
Discussion
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