IT Support Technician / Computer Support Specialist (Cybersecurity-Oriented)
Study Program Courses

The IT Support Technician / Computer Support Specialist (Cybersecurity-Oriented) course is designed to equip learners with the essential skills and knowledge required to provide technical support in various computer environments. Students will learn to troubleshoot hardware and software issues, provide customer support, manage network systems, and ensure smooth IT operations. This course emphasizes hands-on experience and problem-solving skills essential for supporting end users in a rapidly evolving technological landscape.

The course is ideal for individuals pursuing careers in IT support, help desk operations, network administration, and system maintenance.

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Course Duration, Tuition Fees & Class Schedule

  • Tuition & Guidance Fees:
    • Ghc 2660 per session or
    • Ghc 950 per month
  • Qualification Level:
    • DWTA Professional Certificate (9 – 12 months)
    • DWTA Academic Diploma (12 months or more)
    • or CTVET’s National TVET Qualification Framework (NTVETQF) – Higher National Diploma (HND is after 3 years)
  • Class Schedule & Duration:
    • Weekdays: Monday – Thursday (09:00am – 03:00pm) or
    • Weekends: Saturdays (09:00am – 05:00pm)
  • Session Length: 1 session = 3 months
  • Teaching Method: Online & Offline / Online only (eg. Google meet video call)

Learning Details and Options

This expanded course aims to provide learners with a diverse skill set, preparing them for careers not only in IT support but also in specialized computer and smartphone repair fields. Graduates will be well-equipped to handle a wide variety of technical challenges and client needs.

Key Areas:

  1. Computer Hardware and Peripherals

    • Installation, configuration, and troubleshooting of computer hardware components.
    • Managing and maintaining peripheral devices (printers, scanners, etc.).

  2. Operating Systems and Software Support

    • Installing and configuring operating systems (Windows, Linux, macOS).
    • Software installation, updates, and troubleshooting for end-users.
    • Managing system permissions and user accounts.

  3. Networking Fundamentals

    • Understanding network architecture and protocols (TCP/IP, DNS, DHCP).
    • Configuring and troubleshooting network connections.
    • Managing local area networks (LAN), wireless networks (Wi-Fi), and basic network security.

  4. Customer Support and Communication

    • Effective communication techniques for resolving technical issues with clients.
    • Building and maintaining positive relationships with end-users.
    • Documentation and ticketing systems for issue tracking.

  5. Security and Data Protection

    • Basic principles of cybersecurity.
    • Implementing security protocols to protect against malware, viruses, and unauthorized access.
    • Data backup and disaster recovery planning.

  6. Remote Assistance and Virtual Tools

    • Using remote desktop tools to troubleshoot and assist users.
    • Working with virtual machines and cloud-based support solutions.
    • Managing virtual and cloud-based environments.

Assessment & Project Types:

  • Quizzes and Written Exams: Test the theoretical understanding of IT concepts, networking, and troubleshooting methods.
  • Hands-On Labs: Simulated real-world scenarios for hardware and software troubleshooting, network setup, and remote support.
  • Case Studies: Analyze real-world technical support issues and propose solutions.
  • Group Projects: Collaborative problem-solving exercises involving setting up and managing a small business IT infrastructure.
  • Capstone Project: A final project where students apply their skills in a comprehensive technical support case or client scenario.

Learning Outcomes:

By the end of this course, students will be able to:

  1. Diagnose and resolve hardware and software issues in various operating systems.
  2. Set up, configure, and maintain basic network environments, ensuring proper security protocols are in place.
  3. Provide remote technical support and troubleshoot issues using remote desktop tools and other virtual solutions.
  4. Demonstrate strong communication skills when assisting end-users, translating technical jargon into easy-to-understand solutions.
  5. Implement data protection measures and backup strategies to safeguard sensitive information.
  6. Maintain documentation and manage technical support requests through ticketing systems.
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Course Title: Computer Support Specialist with Specializations in Computer and Smartphone Repair

Course Summary:

The Computer Support Specialist with Specializations in Computer and Smartphone Repair course is designed to provide comprehensive training in computer support, while also equipping learners with the skills required to become proficient Smartphone Repair Technicians and Computer Repair Technicians. Students will develop the expertise to troubleshoot and resolve hardware, software, and network-related issues for desktops, laptops, and smartphones. With hands-on experience, learners will gain the knowledge to diagnose and fix common problems, enhance customer service skills, and apply technical know-how to various IT environments.

This course is ideal for individuals aiming to work in IT support, repair shops, or as freelance technicians.

Key Areas:

  1. Computer Hardware and Peripherals
    • Installation, maintenance, and troubleshooting of desktop and laptop hardware.
    • Repair and replacement of damaged components (motherboards, CPUs, RAM, hard drives).
    • Working with peripheral devices like printers, scanners, monitors, and external storage devices.
  2. Smartphone Repair
    • Diagnosing common smartphone issues (screen damage, battery problems, software malfunctions).
    • Disassembling and reassembling smartphones for repair and replacement of components.
    • Troubleshooting and fixing issues with charging ports, cameras, speakers, and touchscreens.
    • Installing and upgrading smartphone software (iOS, Android).
    • Understanding smartphone diagnostics tools and repair equipment.
  3. Operating Systems and Software Support
    • Installing, configuring, and troubleshooting operating systems for desktops, laptops, and smartphones.
    • Software installation, updates, and performance optimization.
    • Virus and malware removal for computers and smartphones.
  4. Networking Fundamentals
    • Understanding basic networking concepts, protocols, and hardware for homes and small businesses.
    • Configuring Wi-Fi networks, troubleshooting network connectivity, and optimizing network performance.
    • Networking issues on mobile devices and computers (Wi-Fi, data, VPNs).
  5. Customer Support and Communication
    • Effective communication for diagnosing and solving technical problems for both computers and smartphones.
    • Customer service best practices for managing user expectations, providing support, and handling complaints.
    • Documentation of technical issues and solutions in ticketing systems.
  6. Security and Data Protection
    • Implementing security measures for both smartphones and computers, including anti-virus software, firewalls, and encryption.
    • Backup and recovery solutions for computer and smartphone data.
    • Secure data transfers and protection of personal and business data.
  7. Remote Assistance and Virtual Tools
    • Remote troubleshooting for both computers and smartphones using tools like remote desktop and mobile device management (MDM) platforms.
    • Managing virtual environments and cloud services for smartphones and computers.
  8. Advanced Troubleshooting Techniques for Repair Technicians
    • Diagnosing and repairing advanced hardware and software issues on both smartphones and computers.
    • Soldering and micro-soldering techniques for motherboard repairs.
    • Data recovery techniques from damaged smartphones and computers.
    • Advanced diagnostics tools for smartphone and computer repair.

Assessment & Project Types:

  • Quizzes and Written Exams: Assess knowledge of computer and smartphone repair, network fundamentals, and software troubleshooting.
  • Hands-On Repair Labs: Practice disassembling and repairing smartphone and computer components, including screens, motherboards, and batteries.
  • Case Studies: Analyze real-world scenarios where students must diagnose, repair, and resolve technical issues with computers and smartphones.
  • Group Projects: Collaborate on setting up IT infrastructure with computers and smartphones for a small business, involving both hardware installation and network setup.
  • Capstone Project: A final project requiring students to diagnose and resolve complex hardware and software issues for both a computer and a smartphone, documenting the process.

Learning Outcomes:

By the end of this course, students will be able to:

  1. Diagnose and repair common hardware and software issues for both computers (desktops/laptops) and smartphones (iOS, Android).
  2. Disassemble and reassemble smartphones and computers, replacing damaged parts like screens, batteries, keyboards, and hard drives.
  3. Troubleshoot network issues on computers and mobile devices, ensuring seamless connectivity and performance.
  4. Provide technical support remotely, using tools to manage both computer and smartphone problems from a distance.
  5. Apply advanced repair techniques, such as micro-soldering and data recovery, for more complex issues in both computers and smartphones.
  6. Deliver excellent customer service, communicating effectively with clients to provide clear, easy-to-understand technical solutions.
  7. Implement robust security measures and ensure data protection for both smartphones and computers, including proper backups and recovery plans.

This course aims to prepare learners for a dynamic career in IT support, ensuring they can effectively respond to and solve a variety of technical challenges faced in modern workplaces.