Cisco Certified Support Technician (CCST) IT Support - 100-140 - Pearson Cert Prep (Video)

Description

• Copyright 2025
• Edition: 1st

• Online Video
• ISBN-10: 0-13-538453-2
• ISBN-13: 978-0-13-538453-4

Pass the CCST IT Support exam and launch a career in help-desk, desktop, or IT support with practical, customer-focused training.

In todays always-connected workplace, organizations depend on support professionals who can diagnose issues quickly, communicate clearly with end users, and keep critical systems running. Taught by Cisco expert Jason Gooley, this video course delivers the knowledge and hands-on practice you need to meet that challenge--while fully preparing you for Ciscos CCST IT Support 100-140 certification exam.

Through engaging, bite-sized lessons youll learn to:

• Engage customers with confidence and empathy
• Document incidents and resolutions with professional clarity
• Perform root-cause analysis to solve problems the first time
• Troubleshoot hardware, software, and network issues common to modern business environments

By course completion, youll be ready not only to pass the 100-140 exam but also to excel on any contemporary help-desk or desktop-support team.

Professions the Course Prepares You For

• IT Support Technician
• Help-Desk/Service-Desk Analyst
• Desktop Support Specialist

Top 3 Marketable Skills Youll Gain

1. Technical Troubleshooting & Time Management  Quickly isolate and resolve common hardware, software, and connectivity issues.
2. Customer-Centric Communication  Use active listening and clear language to turn frustrated users into satisfied customers.
3. Professional Documentation  Create concise tickets, knowledge-base articles, and reports that keep teams aligned.

Skill Level

• Beginner  No prior IT experience required.

Learn How To

• Understand help-desk workflows, ticketing systems, and service metrics
• Identify, manage, and maintain common business hardware
• Troubleshoot wired, wireless, and remote-access connectivity
• Support Windows, macOS, mobile OSs, and key business applications
• Apply security best practices, threat awareness, and basic mitigation

Who Should Take This Course

• Aspiring IT professionals seeking an entry-level support role
• Career-changers looking for a fast on-ramp into technology
• High-school, college, or technical-program students needing industry credentials
• Anyone who wants a structured path to the CCST IT Support certification

Course Requirements / Prior Knowledge

• This introductory course starts with the fundamentals and builds up to exam-ready proficiency.



Sample Content

Table of Contents

Introduction

Module 1:      Roles and Responsibilities of an IT Support Technician

                       Intro

Lesson 1:      Introduction to CCST IT Support Technician and Where to Begin?

                       Learning objectives

1.1                  What is an IT Support Technician and is this attainable?

1.2                  How to leverage your current experience

1.3                  Whats in IT for me?

Lesson 2:      Understanding Key Helpdesk Job Tasks and Responsibilities

                       Learning objectives

2.1                  Importance of proper ticket queue management

2.2                  Applying time management mechanisms to improve response and resolution times

2.3                  Becoming familiar with ticketing systems and their associated best practices

2.4                  Keeping up with the Joneses! Why Service-Level Agreements (SLA) are so critical

2.5                  Following and meeting your customers Key Performance Indicators (KPIs)

Lesson 3:      How to Build Relevant Documentation to Support Customer Engagements

                       Learning objectives

3.1                  How to increase value to the business and its customers by delivering thoughtful, concise, clear, and comprehensive documentation of issues

3.2                  Provide documentation that is useful for future IT support interactions with end customers

Module 2:      Troubleshooting Fundamentals and Safety Considerations

                       Intro

Lesson 4:      Understanding and Creating Your Own Troubleshooting Workflow

                       Learning objectives

4.1                  What happens before, during, and after your engagement with an end customer

4.2                  Typical troubleshooting and diagnostic procedures

4.3                  Documenting changes used to resolve the problem and all associated outcomes

Lesson 5:      Personal Safety Considerations

                                  Learning Objectives

5.1                  How to identify potential risk for electrical shock or fire

5.2                  Understanding and protecting against Electrostatic Discharge (ESD)

5.3                  Other personal safety procedures and e-waste recycling tips - part 1

5.4                  Other personal safety procedures and e-waste recycling tips - part 2

Module 3:      Common Computer Components, Ports, and Cable Types

                       Intro

Lesson 6:      Physical Port and Cable Types

                       Learning Objectives

6.1                  Video ports and cable types

6.2                  Universal Serial Bus (USB), Thunderbolt port and cable types

6.3                  Serial ports and cable types

6.4                  Ethernet cable types

6.5                  Power cables (Desktop/Laptop/Mobile)

6.6                  Cable converters and adaptors

Lesson 7:      Common Desktop Computer Hardware Components

                       Learning Objectives

7.1                  A look inside a desktop computer

7.2                  How to install hardware components inside a desktop computer

7.3                  Installing Random-Access Memory (RAM)

7.4                  Installing an internal hard disk drive (HDD)

7.5                  Installing a graphics card

7.6                  Installing a wireless adapter

7.7                  Using device manager to update and manage software drivers

7.8                  Understanding internal and external storage devices

Module 4:      Troubleshooting Common Computer, Peripherals, and Hardware Issues

                       Intro

Lesson 8:      Common Hardware Issues and Troubleshooting

                       Learning Objectives

8.1                  Troubleshooting power supply issues

8.2                  Troubleshooting connectivity issues

8.3                  Troubleshooting usability issues

8.4                  Compatibility requirements (CPU, RAM, GPU, Storage)

8.5                  Leveraging Device Manager to identify hardware issues

8.6                  Device status indicators

8.7                  Benefits and risk of firmware updates

Lesson 9:      Troubleshooting Common Issues with Peripherals

                       Learning Objectives

9.1                  Printer and facsimile (Fax) operations and maintenance

9.2                  Troubleshooting a laser printer

9.3                  Audio devices (external speakers, headphones, and microphones)

9.4                  External input components (keyboard, mouse, scanners, and pointing devices)

9.5                  External video devices (webcams, teleconferencing, and touch panels)

Module 5:      Windows and Mac Operating System (MacOS), Mobile Device Operations, and Application Issues

                       Intro

Lesson 10:    Common Windows Operating System (OS) and Application Issues

                       Learning Objectives

10.1                Display settings, multiple displays, brightness, and contrast

10.2                BitLocker codes and use cases

10.3                Windows updates and considerations

10.4                Application updates and considerations

10.5                How to clear your browser cache and website history

10.6                How to terminate applications using Task Manager

10.7                The importance of backing up files

10.8                How to locate files for backup

10.9                Understanding OS boot sequence and safe mode

10.10              Power management, settings and use cases

10.11              Windows user accessibility features

10.12              Enabling Windows user accessibility features

Lesson 11:    Common Mac Operating System (macOS) and Application Issues

                       Learning Objectives

11.1                Changing Mac display settings

11.2                Changing Mac brightness and contrast settings

11.3                Application permissions (privacy, screen recording, etc.)

11.4                Mounting external drives and storage devices

11.5                How to clear your browser cache and website history

11.6                Sharing files using AirDrop

11.7                Using Activity Monitor to terminate processes

11.8                Personal data, how to use backup tools and best practices (iCloud and Time Machine)

11.9                Backup solutions in macOS

11.10              Power management, settings and use cases

11.11              macOS user accessibility features

11.12              Enabling macOS user accessibility features

Lesson 12:    Mobile Device Operations and Troubleshooting

                       Learning Objectives

12.1                How to restart a phone or tablet (iOS and Android)

12.2                Device not charging issues

12.3                Cellular and wireless network connectivity

12.4                Mobile email set up and troubleshooting

12.5                Removing applications on mobile devices

12.6                Installing applications using Marketplace and App store (iOS)

12.7                Installing applications using Marketplace and App store (Android)

12.8                Collaboration software (Webex, etc.)

12.9                Mobile Device Management (MDM) use cases and considerations

12.10              Device OS (iOS)

12.11              Device OS (Android)

Module 6:      Network Connectivity Fundamentals

                       Intro

Lesson 13:    General Connectivity and Network-based Resources

                       Learning Objectives

13.1                Managing user connectivity, policies and resources

13.2                Understanding common directory services such as Active Directory (AD) & cloud management

13.3                Introduction to Entra-ID and Azure Active Directory

13.4                Introduction to AWS Identity (IAM)

13.5                What is Multi-Factor Authentication? Why do we need it?

13.6                Mapping shared drives and accessing cloud storage

13.7                Updating group policies

13.8                Password management

13.9                Verifying security and distribution group membership and permissions

Lesson 14:    Network Operations and Fundamentals

                       Learning Objectives

14.1                Introduction to networking, addressing and security

14.2                Local Area Networks (LAN) and Wide Area Networks (WAN)

14.3                Wireless Local Area Networks (WLAN)

14.4                Wireless SSID concepts

14.5                IPv4 address basics

14.6                Understanding IPv4 address ranges

14.7                What is a subnet mask?

14.8                To The Default Gateway, and BEYOND!

14.9                Firewall use cases and placement

14.10              IP services and address management

14.11              Domain Name System (DNS)

14.12              Dynamic Host Configuration Protocol (DHCP)

Lesson 15:    Ipv6 Fundamentals and Verification of Connectivity

                       Learning Objectives

15.1                What is IPv6?

15.2                Introduction to IPV6 addressing

15.3                IPv6 addressing types

15.4                DHCPv6

15.5                Importance of commands to verify connectivity

15.6                ipconfig and ifconfig commands

15.7                ping command

15.8                Using the ping command

15.9                traceroute and tracert commands

15.10              nslookup command

15.11              netstat command

15.12              ping6 command

15.13              traceroute6 command

15.14              iproute2 (ip addr and ss) commands

Module 7:      Cloud, Virtualization, and Productivity Essentials

                       Intro

Lesson 16:    Cloud and Virtualization Essentials

                       Learning Objectives

16.1                Amazon Web Services (AWS)

16.2                Microsoft Azure

16.3                Google Cloud Platform (GCP)

16.4                Virtual Machines (VM) and hypervisors

16.5                When to escalate cloud incidents to appropriate team

Lesson 17:    Productivity Applications

                       Learning Objectives

17.1                Email, chat, and file sharing applications

17.2                Collaboration tools (video, text, and whiteboarding applications)

17.3                Writing, spreadsheet, and slideshow applications

Module 8:      Cybersecurity Fundamentals

                       Intro

Lesson 18:    Introduction to Cybersecurity

                       Learning Objectives

18.1                Understanding common threats, investigation tools and processes

18.2                Cybersecurity best practices

18.3                Threats and vulnerabilities

18.4                How to scan for and detect malware

18.5                Password hygiene and best practices

18.6                Social engineering, impersonation techniques, and avoidance

18.7                Protecting sensitive data and personally identifiable information (PII)

Module 9:      Tools and Applications for IT Support

Lesson 19:    Common Tools and Applications for IT Support

                       Learning Objectives

19.1                Remote Desktop (RDP) and Remote Assistance

19.2                Remote management

19.3                Cisco Webex

19.4                Team Viewer

19.5                Virtual Network Computing (VNC)

19.6                PC Anywhere

Lesson 20:    Using Tools to Research and Solve Issues

                       Learning Objectives

20.1                Knowledgebase (KB) articles

20.2                Technical forums

20.3                Search engine results

20.4                Artificial Intelligence (AI) (narrow, predictive, and generative)

20.5                Risks, privacy, security and ethical considerations of using public data sources

Module 10:    IT Mentoring

                       Intro

Lesson 21:    Stories from a Helpdesk Veteran

                       Learning Objectives

21.1                Communications, conduct, caring, and commitment

21.2                Awkward situations

21.3                Updating documentation

21.4                When to be loud and when to be quiet

21.5                Expanding your expertise

21.6                Building relationships and business allies

21.7                Horror stories from the field

21.8                Safety concerns

Lesson 22:    Career Advice and Gaining Experience

                       Learning Objectives

22.1                Advancing your skillset

22.2                Volunteering for projects

22.3                Mentorship

22.4                Building a home lab

22.5                IT support across verticals and customer relevancy

Lesson 23:    Course Summary, Putting it all Together!

                       Learning Objectives

23.1                Next steps for learning

23.2                Community of peers

23.3                Study habits

23.4                Exam preparation

23.5                Closing thoughts

Summary



Updates

Submit Errata

