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Practical Help Desk
1. Course Introduction
Course Introduction (7:18)
Lesson Formats (2:59)
The Importance of Notetaking (1:44)
Course Discord and Getting Help (1:42)
2. Intro to IT
Section Introduction (0:54)
What is IT? (9:10)
IT Department Org Chart (5:39)
IT Department Roles (11:56)
Help Desk Roles and Responsibilities (9:13)
Help Desk Sample Job Postings Review (6:01)
Section Wrap-Up (1:50)
✏️Check-In Quiz
3. Intro to Computing
Section Introduction (1:41)
The Binary System (11:16)
Bits and Bytes (4:25)
Encoding (8:02)
How a Computer Computes Part 1 (9:55)
How a Computer Computes Part 2 (7:01)
Compilers and Abstraction (6:57)
Section Wrap-Up (3:19)
✏️Check-In Quiz
4. Desktop Computer Components and Repair
Section Intro (4:29)
ESD Precautions and Opening Computers (10:38)
The Central Processing Unit (CPU) (14:41)
Random Access Memory (RAM) (12:09)
Drives (11:46)
Power Supply Unit (PSU) (10:12)
Graphical Processing Unit (GPU) (7:11)
Motherboard (MOBO) (16:21)
Ports, Cables and Peripherals (16:05)
POSTing and the BIOS (12:22)
🎟️Ticket Interrupt (8:09)
Section Outro (1:18)
✏️Check-In Quiz
5. Laptop Computer Components and Repair
Section Intro (2:42)
Opening Laptops (8:39)
Laptop Battery (4:19)
Laptop Ram (2:56)
Laptop Drives (4:16)
Laptop CMOS Battery (2:38)
Additional Laptop Components (4:16)
Section Outro (1:28)
✏️Check-In Quiz
6. Operating Systems
Section Intro (0:55)
Operating Systems 101 (9:34)
File Systems (7:12)
File Types (3:18)
Section Outro (1:03)
✏️Check-In Quiz
7. Virtualization
Section Intro (1:30)
Virtual Machines and Hypervisors (9:34)
Advantages of Virtualization (7:59)
Containers (7:40)
🖥️Installing VirtualBox (2:25)
Section Wrap-Up (1:25)
✏️Check-In Quiz
8. Windows
Section Intro (2:00)
🖥️Installing Windows 11 on a VM Part 1 (3:28)
🖥️Installing Windows 11 on a VM Part 2 (7:21)
🖥️Installing Windows 11 on a VM Part 3 (3:52)
🖥️Creating and Restoring VM Snapshots (4:14)
🖥️Windows Basics (11:17)
🖥️Local and Domain Accounts (8:14)
🖥️Administering Local User Accounts (9:07)
🎟️Ticket Interrupt (3:43)
🖥️Installing and Uninstalling Software (4:48)
🖥️Local File Permissions (7:17)
🖥️Windows Updates (5:42)
🖥️Windows Logs and Event Viewer (7:58)
🖥️Windows Device Manager (8:11)
🖥️Windows Task Manager (5:22)
🖥️Windows Services (3:48)
🖥️Windows Registry (7:20)
🖥️Windows Cmd Prompt (10:01)
🖥️Windows Task Scheduler (6:17)
Section Outro (0:47)
✏️Quick Check-In Quiz
9. Linux
Section Intro (1:57)
GNU/Linux and Distros (4:29)
🖥️Installing Ubuntu Linux on a VM (7:57)
🖥️Finalize Ubuntu VM Installation (5:25)
🖥️Intro to the Linux Terminal (11:48)
🖥️Linux User Levels and Sudo (7:57)
🖥️Linux Filesystem Hierarchy (10:18)
🖥️Linux File Permissions (11:17)
🎟️Ticket Interrupt (Administering Users in Linux) (13:03)
🖥️Intro to Bash Scripting Part 1 (13:14)
🖥️Intro to Bash Scripting Part 2 (11:02)
🖥️Scheduling Tasks with Cronjobs (11:04)
🖥️Upgrading and Installing Packages (8:08)
🖥️Keeping Ubuntu Up-To-Date (1:53)
Section Wrap-Up (2:16)
✏️Check-In Quiz
10. Networking
Section Intro (1:18)
Intro to Networking Part 1 (10:07)
Intro to Networking Part 2 (7:25)
The OSI Model Part 1 (11:47)
The OSI Model Part 2 (9:23)
Network Addresses and Subnet Masks (14:58)
CIDR Notation (9:42)
Hubs, Switches and ARP (20:58)
Routers (7:50)
🖥️Setting up a SoHo Router (9:21)
Ports (13:53)
🖥️Bonus Ethical Hacking Networking Lab
🎟️Ticket Interrupt (7:59)
VPNs (7:08)
OpenVPN Client (Plus how to connect to TCM Exam Platform) (7:38)
🖥️Network Troubleshooting Commands (11:51)
Section Wrap-Up (3:05)
✏️Check-In Quiz
11. Remote Support
Section Intro (1:00)
🖥️SSH Part 1 (9:36)
🖥️SSH Part 2 (6:31)
🖥️Remote Desktop (RDP) (7:29)
🖥️VNC (6:53)
🖥️3rd Party Remote Support Applications (6:54)
Tips and Tricks for Phone Support (5:10)
Section Outro (2:16)
✏️Check-In Quiz
12. Ticketing
Section Intro (5:07)
🖥️Installing Docker and Peppermint (9:45)
🖥️Configuring Peppermint (7:53)
🖥️Creating, Commenting, Assigning and Closing Tickets (9:26)
🎟️Ticket Interrupt (9:45)
Section Outro (1:25)
✏️Check-In Quiz
13. Security
Section Intro (1:55)
The CIA Triad (8:26)
Firewall, AV, EDR and SIEM (11:44)
IAM, MFA and SSO (10:01)
Social Engineering (10:24)
Phishing (12:37)
🎟️Ticket Interrupt (4:09)
Device Disposal (1:46)
Section Outro (2:03)
✏️Check-In Quiz
14. Soft Skills
Soft Skills For The Job Market (3:25)
15. Active Directory Lab
Section Intro (0:46)
What is Active Directory (9:39)
🖥️Downloading Server 2022 (1:15)
🖥️Installing Server 2022 as a VM (6:45)
🖥️Configuring Server as a Domain Controller (8:32)
🖥️Creating Domain Users (7:06)
🖥️Attaching Windows 11 VM to Domain (7:57)
🖥️Organizational Units and Groups (12:14)
🖥️Group Policy Objects (5:58)
🎟️Ticket Interrupt (2:40)
🖥️Intro to PowerShell (9:42)
🖥️Automating Tasks with PowerShell (15:43)
🖥️Resetting AD Passwords (8:02)
Section Outro (1:53)
✏️Check-In Quiz
16. Course Wrap-Up
Course Wrap-Up (3:52)
🖥️3rd Party Remote Support Applications
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