- Course Level: Ops 201
- Ops 101
- Ops 102
Students with previous relevant or equivalent experience can test out of this requirement in their application.
In this hands-on course, you will build up foundational Windows troubleshooting skills by exploring and overcoming challenging scenario-based labs. Key skills such as communication, knowledge and process documentation, fundamental terminal operations, performance monitoring, system process management, issue handling, backup/imaging/recovery tools, and software application operations are developed.
The course focuses on practical systems support and troubleshooting. Students will utilize the CompTIA troubleshooting methodology as well as the ITIL service management framework to communicate, resolve, and document issues and incidents. Students will also study how endpoints interact with the greater IT infrastructure, exploring concepts such as network ports and protocols, Wi-Fi, and server-based user identity support.
This course will substantially prepare you for achieving the learning objectives of CompTIA ITF+ certification, and beyond. This course covers significant aspects of five of the six domains required for ITF+.
- CompTIA ITF+ FC0-U61
- 1.0 IT Concepts and Terminology
- 2.0 Infrastructure
- 3.0 Applications and Software
- 4.0 Software Development Concepts
- 6.0 Security
Students register for the CompTIA ITF+ exam during course prework, and take the exam during the final module. The student’s resulting score from taking CompTIA ITF+ is then factored into the final grade for this course. Passing this course is largely contingent upon passing CompTIA ITF+.
By the start of the first class, you will need a working computer, meeting the school-specified requirements.
The Ops courses lab kit will include a second computer and additional tools for lab.
Each student is responsible for their access to the internet for purposes of this course and for research. Internet access is a required component of this course and will not be accepted as an excuse for missed work. If you know that you will be traveling, then make sure you plan accordingly.
- Zoom Video Conferencing Software
- The latest version of Google Chrome
- Visual Studio Code
This course will utilize pre-made scenarios for certain classes. These are sizable downloads, so it's a good idea to download all these files in advance and store them on your lab kit PC hard drive for immediate access in labs.
Files required, along with download links are noted with each class description in the course outline.
Learn to support technology operations by resolving issues with hardware, software, and virtual or cloud systems.
Upon satisfactory completion of this course, a student should be able to:
- Customer service
- Endpoint technical support
- Issue tracking system
- ITIL service management framework
- Knowledge management, documentation, and standard operating procedures (SOP)
- Remote desktop support and diagnostics
- Service level agreement (SLA)
- Technical project support
- Technical reporting and communication
- Troubleshooting methodology
- Endpoint imaging, backup, and recovery
- Windows 10 troubleshooting and configuration
- Performance monitoring and tuning
- Software application deployment, updating, and removal
- Active Directory user support
- Cloud instance deployment
- Network protocols and concepts (TCP/IP, DHCP, DNS, LAN, SMTP, WAN, VPN)
- Network ports, ethernet
- Network troubleshooting
- Network routers
- Deliver remote IT service and support
- Set up and configure computer virtualization using VirtualBox
- Deploy an EC2 instance using Lightsail on AWS cloud
- Apply a standardized troubleshooting and workstation deployment methodology
- Utilize backup and recovery tools for disk imaging
- Perform data restoration, startup repair, and secure disposal
- Deploy, configure, and troubleshoot Windows 10 OS
- Install, update, troubleshoot, and uninstall software applications
- Evaluate endpoint performance metrics to identify anomalous readings and troubleshoot a malfunctioning system
- Incorporate infrastructure connectivity concepts including RDP and SSH
- Evaluate and configure network adapter settings
- Deploy pfSense firewall and establish network connectivity through it
- Automate tasks in Linux using Bash scripting in an IDE
- Practice using Linux and Windows terminal commands
- Perform basic GitHub operations
- Be prepared for the Ops 301: Networking and Sysadmin course
This course is composed of four modules, each module with its own theme.
| Class # | Topic | Lab | Download |
|---|---|---|---|
| 01 | Backup Your System | Backup/Import from .ova | Windows 10 ISO - 4.79 GB |
| 02 | Dev Tools | Install/Configure Git and VS Code | Ubuntu Server 22.04 ISO |
| 03 | Issue tracking system | Resolve & Track an Issue with Spiceworks | ops201-class03.ova - 7.84GB |
| 04 | Troubleshooting Techniques | Applied Ticket Resolution | ops201-class04.ova - 10.7GB |
| 05 | Windows Command Line Tools | Resolve issue and use CLI utilities | ops201-class05.ova - 12.8GB |
| Class # | Topic | Lab | Download |
|---|---|---|---|
| 06 | Windows Security Center | Firewalls and Windows Defender | Use your own Win10 VM |
| 07 | OS Upgrade and Remote Access | Resolve ticket remotely | ops201-class07.ova - 7.15GB Windows 10 ISO - 4.79 GB |
| 08 | System Log Analysis and Registry | Backup and hack the Windows Registry | Use your own Win10 VM |
| 09 | Workstation Deployment SOP | Configure a remote workstation | Foxit PhantomPDF |
| 10 | Imaging, Backup, and Recovery | Backup/Restore automation | Use your own Win10 VM |
| Class # | Topic | Lab | Download |
|---|---|---|---|
| 11 | Data Restoration, Startup Repair, and Secure Disposal | Secure data repair and deletion | ops201-class11.ova - 10.3GB Darik's Boot and Nuke (DBAN) ISO file - 15.9 MB |
| 12 | Virtualizing a Router with pfSense | Deploy pfSense to Virtualbox | pfSense .iso file |
| 13 | Cloud Virtualization With AWS | AWS Lightsail | |
| 14 | Malware Remediation Tools and Techniques | Diagnose, Fix Malware on PC | ops201-class14.ova - 6.41GB |
| 15 | Review | Ops 301 Entrance Exam |