Courses

The Helpdesk Support Specialist program at MD Technical School is a 100% hands-on training experience.
You’ll practice real workflows used on the job: taking support calls and tickets, diagnosing and resolving user issues,
installing and configuring printers and peripherals, and documenting fixes clearly and professionally.

By the end, you’ll be ready to step into an entry-level helpdesk or technical support role with confidence—equipped with
practical skills, troubleshooting frameworks, and excellent customer service habits.

What You’ll Learn

• Intake, triage, and ticket lifecycle (SLA basics, prioritization, escalation)
• Structured troubleshooting (identify → isolate → resolve → verify → document)
• OS fundamentals: Windows setup, user accounts, updates, common fixes
• Hardware basics: workstations, peripherals, printers, and driver management
• Networking essentials for support: IP, DHCP/DNS, Wi-Fi issues, VPN basics
• Productivity tools: email clients, browsers, office suites, remote support
• Customer communication, documentation, and professionalism

Topics Covered

• Ticketing systems (Jira/ServiceNow-style concepts) and knowledge base usage
• User provisioning, password resets, MFA, and security hygiene
• Printer setup & queues, scanning, shared resources, and common error codes
• Malware/PUA cleanup basics and safe-computing tips for users
• Remote assistance tools and etiquette (screen share, consent, logs)
• RMA, asset tracking, and handoff to Level 2/3 support

Format & Materials

• Hands-on labs simulating real tickets and user calls
• Guided checklists, troubleshooting trees, and lab worksheets
• Role-play scenarios for call handling and customer communication

Prerequisites

• Basic computer literacy; no prior IT support experience required
• High School Diploma or equivalent (or age beyond compulsory attendance)

Outcomes & Next Steps

• Confidently resolve common user issues across OS, hardware, and network basics
• Create clear, reusable documentation and contribute to a knowledge base
• Qualify for roles such as Helpdesk Specialist, IT Support Technician, or Service Desk Analyst
• Strong foundation for further study (e.g., CompTIA A+, Network+, Security+)