courses/tsa-bootcamp

Intro· 6 weeks · 4 modules

Technical Support Analyst Bootcamp

From Beginner to Job-Ready IT Support Professional

An intensive, career-aligned program that bridges theory and real-world help desk work — hardware, networking, multi-OS support, AI-assisted troubleshooting, and high-EQ customer service.

Curriculum

Module 01

Welcome & Orientation

What you'll learn, who it's for, and the outcomes you'll achieve.

2 lessons

1
Course Overview
- The Modern Full-Stack Support Analyst
- Strategic Triage and the 15-Minute Rule
- Human-Centric Communication Frameworks
- Backward Design and Portfolio Building
2
Mapping the IT Professional Roadmap
- Mastering the ITIL Framework
- The Diagnostic Cycle for Root Cause Analysis
- Executing Under SLAs
- Synthesizing Technical Skill with High-EQ Support

Module lab · ~30 min

NexaPay First Day: Master the Support Mindset and Triage Framework

Module 02

Support Ecosystem & Hardware Fundamentals

The IT Support role, support tiers, hardware components, and BIOS/UEFI configuration.

3 lessons

1
IT Support Hierarchies: Tiers 1–3
- Tier 1: Generalist front line, First Contact Resolution
- Tier 2: Specialist escalation, admin rights
- Tier 3: SMEs, root-cause analysis, architecture
- Escalation, documentation & the 15-Minute Rule
2
Core Hardware & Troubleshooting
- CPU clock speed vs. core count
- RAM sizing and matched modules
- SSD/NAND technology and boot performance
- Motherboard as the communication hub
3
Mastering BIOS/UEFI & Physical Layer First
- Physical Layer First methodology
- The 'Click Rule' for secure connections
- Boot order, Secure Boot, virtualization flags
- Firmware updates and CMOS recovery
- STP vs UTP cabling & shielding
- Port integrity, bandwidth vs throughput

Module lab · ~45 min

Hardware Diagnosis & Support Triage Lab

Module 03

Multi-Platform OS & Network Connectivity

Windows admin tooling, intro to macOS and Linux, plus core network diagnostics.

3 lessons

1
Windows OS Mastery & Admin Tools
- Task Manager, Event Viewer, Device Manager
- Services, Disk Management, Local Users
- Win + X Power User shortcuts
- P.I.T. Troubleshooting Framework
2
Cross-Platform: macOS & Linux Basics
- IP, DNS, gateway fundamentals
- TCP handshake and stateful comms
- Swiss-army CLI: ping, traceroute, nslookup
- Logical process of elimination
3
Network Connectivity & Remote Troubleshooting
- Layered network model in practice
- Remote session etiquette
- Reading router & switch indicators
- Documenting fixes for the knowledge base

Module lab · ~30 min

Remote Troubleshooting: Resolving the Monday Morning Crisis

Module 04

Ticketing, Communication & Capstone

Jira & Zendesk workflows, high-EQ comms, and a portfolio capstone simulation.

3 lessons

1
Enterprise Ticketing Workflows
- Lifecycle: New → In Progress → Resolved
- Priority matrix: impact × urgency
- Clean handoff notes
- SLA timers and breach prevention
2
High-EQ Customer Communication
- Acknowledge → Align → Act → Affirm
- De-escalating frustrated users
- Plain-language translation of technical fixes
- Closing the loop with confidence
3
Capstone Simulation
- Multi-ticket queue under SLA pressure
- Hardware + network + OS issues blended
- Recorded for your portfolio
- Reviewed against industry rubric

Module lab · ~45 min

Handling High-Stakes Support: From Triage to Resolution