STEM · Full roadmap · ~90 min read · 28 steps

🎧IT Support Level 1: Help Desk

Take tickets, fix everyday problems, and handle users like a pro on day one

Activities in this path

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Learning path

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What a help desk actually does

The tiered support model: L1, L2, L3

When to escalate (and when not to)

The ticketing system

Writing a good ticket

The support workflow start to finish

Customer service is the actual job

Active listening

Handling a frustrated user

Setting expectations

The troubleshooting method: the 6 steps

Step one in practice: identify the problem

Theory, test, plan, verify, document

The everyday fixes you'll use daily

Computer hardware basics

Operating system basics

Passwords, lockouts, and Active Directory

Basic networking for L1

Fixing "I can't connect to wifi"

Printers, email, and other daily tickets

Malware and phishing awareness

Remote support tools

Software installs, updates, and backups

Documentation and the knowledge base

Incidents vs requests, and security habits

Professional habits and growing toward L2

Where to go next

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