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Information Technology Level 1 Help Desk

Launch your IT career with foundational computer technology and customer service skills.

Information Technology Level 1 Help Desk

Launch your IT career with foundational computer technology and customer service skills.

13 Weeks

Program Length

A+/CSR

Certification

Logos for Comptia and HDI IT Career Certifications

Issuing Authority

Young female IT Level 1 Help Desk worker answers questions on headset.

Career Insight

What Can an IT Level 1 Help Desk Technician Do?

This course is designed to take you from zero experience to a level of IT competence sufficient to start your IT career. Technology is complicated, and computer end-users will depend on your IT knowledge and customer service skills to help them pinpoint and solve their technology issues. With a broad baseline education in hardware, software, networking, security, cloud computing, and troubleshooting, you’ll handle tasks such as installing and configuring devices, listening and asking questions to gain a clear understanding of the situation, and finally, utilizing critical thinking skills to solve problems quickly.

A few examples of tasks you’ll perform as an Information Technology Level 1 Help Desk Technician include:

 

 Installing and configuring operating systems

 Troubleshooting and correcting workstation security issues

 Troubleshooting PC and mobile device issues

 Identifying and resolving challenging incidents quickly using cricital thinking skills

JOB OUTLOOK

Potential Career Paths

Demand for individuals skilled in providing technical support to computer end-users continues to rise and is expected to continue as technology advances. Armed with the foundational Information Technology skills taught in this program, you can leverage your knowledge and customer service skills into an entry-level position solving customer problems as part of an IT computer support team. As you gain experience in the field, you can further advance your career by stacking additional CompTIA certifications on top of your foundational A+ credential.

This program will prepare you to take the CompTIA A+ 220-1001 and 220-1002 and HDI Customer Service Representative (HDI-CSR) certification exams.

Individuals who have earned these credentials have the skills to find jobs as:

 Help Desk Technician

Technical Support Specialist

 IT Support Technician

 Computer Support Specialist

70,400

AVAILABLE JOBS EACH YEAR IN THE US

 

According to the U.S. Bureau of Labor jobs data, demand for computer support specialists is projected to grow 9% over the next 10 years. According to ziprecruiter.com, “the majority of IT Helpdesk Technician salaries currently range between $35,500 (25th percentile) to $45,500 (75th percentile) with top earners (90th percentile) making $53,500 annually across the United States.”

Note: Salaries can vary widely depending on education, experience, employer, and even geographic area. Job and salary information is from ziprecruiter.com, and the U.S. Department of Labor Statistics. Data is updated annually to reflect industry changes.

 

70,400

AVAILABLE JOBS EACH YEAR IN THE US

 

According to the U.S. Bureau of Labor jobs data, demand for computer support specialists is projected to grow 9% over the next 10 years. According to ziprecruiter.com, “the majority of IT Helpdesk Technician salaries currently range between $35,500 (25th percentile) to $45,500 (75th percentile) with top earners (90th percentile) making $53,500 annually across the United States.”

Note: Salaries can vary widely depending on education, experience, employer, and even geographic area. Job and salary information is from ziprecruiter.com, and the U.S. Department of Labor Statistics. Data is updated annually to reflect industry changes.

 

JOB OUTLOOK

Potential Career Paths

Demand for individuals skilled in providing technical support to computer end-users continues to rise and is expected to continue as technology advances. Armed with the foundational Information Technology skills taught in this program, you can leverage your knowledge and customer service skills into an entry-level position solving customer problems as part of an IT computer support team. As you gain experience in the field, you can further advance your career by stacking additional CompTIA certifications on top of your foundational A+ credential.

This program will prepare you to take the CompTIA A+ 220-1001 and 220-1002 and HDI Customer Service Representative (HDI-CSR) certification exams.

Individuals who have earned these credentials have the skills to find jobs as:

 Help Desk Technician

 Technical Support Specialist

IT Support Technican

 Computer Support Specialist

Here's How It Works

GET TRAINED

Learn at your own pace with our expert-led online training modules.

TAKE EXAMS

Review past quizzes and tests, and take advantage of skills demonstrations and activities to prepare for the certification exam.

CONNECT WITH EMPLOYERS

NTI's Career Services team will connect you with employers hiring for entry-level roles in your field.

Here's How It Works

GET TRAINED

Learn at your own pace with our expert-let online training modules.

TAKE EXAMS

Review past quizzes and tests, and take advantage of skills demonstrations and activities to prepare for the certification exam.

CONNECT WITH EMPLOYERS

NTI's Career Services team will connect you with employers hiring for entry-level roles in your field.

COURSE OVERVIEW

Information Technology Level 1 Help Desk

CompTIA A+, HDI-CSR

Equipped with a baseline of knowledge that will enable you to perform critical IT tasks, coupled with the customer service and communication techniques you’ll master in this course, you’ll be set to perform several entry-level roles in today’s digital world.

The Information Technology Level 1 Help Desk program is a course bundle comprised of CompTIA A+ and Customer Service Representative (CSR) Exam Prep to give students the necessary skills and certifications to be able to achieve success at an entry-level IT Help Desk job. 

Upon successful completion of the program, you’ll be prepared to sit for the CompTIA A+ 220-1001 and 220-1002 and HDI Customer Service Representative (HDI-CSR) certification exams.

Scheduling Details

Schedule: Coursework available 24/7

Total Course Hours: 250

Estimated Completion Time: 

Set your own pace…You decide how quickly you want to get certified.

  • Students who commit 20 hours/week can complete in 13 weeks.
  • Students who commit 10 hours/week can complete in 26 weeks.

Maximum time to complete: Students have access to the online course materials for 12 months.

Instruction & Evaluation Strategies
  • Expert-led online video training
  • Skills demonstrations, simulations, and online activities to aid learning
  • Quizzes and Exams
Books and Materials Used:
  • No textbooks are required for this course.
  • This course includes FREE access for 12 months to a cloud-based lab platform to assist students to develop the practical information technology (IT) skills necessary to succeed in high in demand IT jobs. This cloud-based lab solution uses real equipment that enables our students to execute each practical task in a safe environment that is accessible from anywhere without needing to buy their own hardware or risk damage to their own system. Along with providing the necessary hardware in a virtual environment, students gain access to high-quality practical exercises that cover many of the exam topics they will encounter on their certifying exams.
  • Certification exam vouchers are included in the cost of the program.
Outline/Lessons

CompTIA A+ 1001 and 1002 Curriculum:

  • Chapter 1: Troubleshooting
  • Chapter 2: Motherboards and CPUs
  • Chapter 3: Computer power supplies 
  • Chapter 4: Memory
  • Chapter 5: Computer expansion
  • Chapter 6: Physical storage
  • Chapter 7: Input-output devices
  • Chapter 8: Display Devices
  • Chapter 9: Operating systems
  • Chapter 10: Windows management
  • Chapter 11: Network basics
  • Chapter 12: Network cables and connectors
  • Chapter 13: Network protocols
  • Chapter 14: Wireless networking
  • Chapter 15: Windows networking
  • Chapter 16: Virtualization and cloud computing
  • Chapter 17: Mobile devices
  • Chapter 18: Security principles
  • Chapter 19: Security technologies
  • Chapter 20: Securing devices and data
  • Chapter 21: SOHO network configuration
  • Chapter 22: Printers and multi-function print devices
  • Chapter 23: Custom computers
  •  Chapter 24: Operational procedures

Customer Service Representative (CSR) Exam Prep Curriculum:

  • Lesson 1: What is Customer Service
  • Lesson 2: The Global Customer
  • Lesson 3: Exceptional Customer Service
  • Lesson 4: Customer Service Strategy
  • Lesson 5: Critical Workplace Skills
  • Lesson 6: Problem Solving
  • Lesson 7: Extreme Customers and Customer Retention
  • Lesson 8: Managing Customer Service
  • Lesson 9: Communication Essentials
  • Lesson 10: Customer-Focused Listening
  • Lesson 11: Nonverbal Communication, Dress, and Manners
  • Lesson 12: Telephone and Digital Communication
Upon successful completion students will be able to:

On completion of the CompTIA A+ Core 1 (220-1001) course, you will be able to:

  • Install and configure PC system unit components and peripheral devices.
  • Install, configure, and troubleshoot display and multimedia devices.
  • Install, configure, and troubleshoot storage devices.
  • Install, configure, and troubleshoot internal system components.
  • Explain network infrastructure concepts.
  • Configure and troubleshoot network connections.
  • Implement client virtualization and cloud computing.
  • Support and troubleshoot laptops.
  • Support and troubleshoot mobile devices.
  • Install, configure, and troubleshoot print devices.

On completion of the CompTIA A+ Core 2 (220-1002) course, you will be able to:

  • Support operating systems.
  • Install, configure, and maintain operating systems.
  • Maintain and troubleshoot Microsoft Windows.
  • Configure and troubleshoot network connections.
  • Manage users, workstations, and shared resources.
  • Implement physical security.
  • Secure workstations and data.
  • Troubleshoot workstation security issues.
  • Support and troubleshoot mobile devices.
  • Implement operational procedures.

On completion of the Customer Service course, you will be able to:

  • Assess customer business needs and exceed customer expectations.
  • Resolve incidents quickly and consistently using critical thinking skills.
  • Engage in active listening skills and effective communication strategies.
  • Identify and defuse challenging customer behavior.
  • Identify the core processes and best practices used in service and support.
Prerequisites

It is recommended, but not required, that a typical student taking the CompTIA A+ course should have 9 to 12 months of hands-on experience in the lab or field.

Find Your Fit

Talk With an Expert

When choosing a school, it’s important to consider how it will fit in with your life. You’ll need the right program, the right funding, and the right resources and support to help you succeed.

In addition to offering comprehensive student support dedicated to helping you reach your goals, NTI’s online programs work within your schedule. Call today at (469) 930-2404 to connect with one of our career advisors or fill out the form below. We’re here to help!

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