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Technical Diagnostics and Troubleshooting Techniques

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Technical Diagnostics and Troubleshooting Techniques

This course is part of multiple programs.

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4.8

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2 weeks at 10 hours a week
Learn at your own pace
97%
Most learners liked this course
Gain insight into a topic and learn the fundamentals.
4.8

174 reviews

Beginner level

Recommended experience

Flexible schedule
2 weeks at 10 hours a week
Learn at your own pace
97%
Most learners liked this course

What you'll learn

  • Gain insight into troubleshooting approaches for both hardware and software issues across various operating systems

  • Learn to apply a systematic approach to diagnose technical issues across different hardware and software environments

  • Master diagnostic tools for efficient problem-solving in system maintenance, upgrades, network connectivity, software setup, and security

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Assessments

26 assignments¹

AI Graded see disclaimer
Taught in English

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When you enroll in this course, you'll also be asked to select a specific program.
  • Learn new concepts from industry experts
  • Gain a foundational understanding of a subject or tool
  • Develop job-relevant skills with hands-on projects
  • Earn a shareable career certificate from Microsoft

There are 4 modules in this course

This course has been designed for individuals seeking entry-level positions in IT support. Whether you're a recent graduate, a career changer, or someone looking to kickstart your career in the tech industry, it will provide you with the foundational knowledge and practical skills needed to excel in this field.

In this course, you’ll consolidate your learning into action using a number of troubleshooting approaches. You’ll learn about troubleshooting issues relating to both hardware and software, as well as system-related issues across multiple operating systems. You’ll examine diagnostic tools to combat networking issues as well as system performance. Your skills are then showcased in the capstone project, where you will engage with a real-world scenario. You'll be provided with multiple diagnostic outputs and will be tasked with identifying the issue and recommending a solution. You'll also be required to document and communicate the troubleshooting process and outcome. After completing this course, you’ll be able to: • Apply a systematic approach to diagnose technical issues across different hardware and software environments • Implement troubleshooting skills to resolve problems effectively • Utilize diagnostic tools and techniques for problem resolution This is also a great way to prepare for the Microsoft MS-900 exam. By passing the MS-900 exam, you’ll earn the Microsoft 365 Fundamentals certification.

This module introduces structured troubleshooting approaches and problem-solving frameworks used in IT support. You will learn how to analyze issues using models like root cause analysis and apply systematic methods to diagnose and resolve hardware-related problems. The module builds foundational skills in identifying, documenting, and communicating technical issues effectively.

What's included

11 videos13 readings6 assignments

11 videos•Total 51 minutes
  • Course introduction: Technical Diagnostics and Troubleshooting Techniques•4 minutes
  • Introduction to troubleshooting•4 minutes
  • Happiness engineering•4 minutes
  • Troubleshooting scenario•5 minutes
  • Root cause analysis: Analyzing the problem•5 minutes
  • IDEAL framework•4 minutes
  • Applying logic and elimination methods•5 minutes
  • Exploring hardware components and their potential issues•5 minutes
  • Diagnosing hardware failures•6 minutes
  • Troubleshooting printer issues•4 minutes
  • Module summary: Troubleshooting methodologies•4 minutes
13 readings•Total 125 minutes
  • Course syllabus: Technical Diagnostics and Troubleshooting Techniques•10 minutes
  • The four steps of troubleshooting•10 minutes
  • Best practices and tips for troubleshooting•10 minutes
  • Common troubleshooting mistakes and how to avoid them•10 minutes
  • Kepner-Tregoe method•10 minutes
  • Using decision matrix and SWOT analysis•10 minutes
  • Documentation and clear communication•10 minutes
  • Measuring performance•10 minutes
  • Benchmarking tools•10 minutes
  • Troubleshooting performance, audio, and video issues•10 minutes
  • Upgrading and repairing computer components: Best practices•10 minutes
  • Activity: Troubleshoot a hardware issue•10 minutes
  • Additional resources: Troubleshooting methodologies•5 minutes
6 assignments•Total 115 minutes
  • Activity: Apply a troubleshooting model to a given problem•20 minutes
  • Knowledge check: Troubleshooting approaches•15 minutes
  • Activity: Applying a problem-solving strategy•20 minutes
  • Knowledge check: Problem-solving strategies•15 minutes
  • Knowledge check: Hardware issues•15 minutes
  • Module quiz: Troubleshooting methodologies•30 minutes

This module focuses on diagnosing and resolving software and system-related issues across operating systems such as Windows, Linux, and macOS. You will explore troubleshooting tools, analyze system errors, and handle cross-platform challenges, enabling you to resolve performance, compatibility, and configuration issues efficiently.

What's included

10 videos10 readings7 assignments

10 videos•Total 56 minutes
  • Exploring software components and their potential issues•6 minutes
  • Analysing logs for software troubleshooting•5 minutes
  • Troubleshooting BIOS, boot and firmware•6 minutes
  • Troubleshooting boot and startup issues•6 minutes
  • Troubleshooting user account and permission issues•5 minutes
  • Troubleshooting Windows activation and authentication issues•5 minutes
  • Comparing different operating systems•7 minutes
  • Cross-platform software and file management•6 minutes
  • Resetting the computer•5 minutes
  • Module summary: Troubleshooting operating systems•5 minutes
10 readings•Total 95 minutes
  • Troubleshooting common software issues•10 minutes
  • Troubleshooting software compatibility and update issues•10 minutes
  • Troubleshooting browser issues•10 minutes
  • Using safe mode and recovery options•10 minutes
  • Introduction to User Account Control (UAC)•10 minutes
  • Using System Restore and System File Checker•10 minutes
  • Windows editions and features•10 minutes
  • Troubleshooting common macOS issues•10 minutes
  • Troubleshooting common Linux issues•10 minutes
  • Additional resources: Troubleshooting operating systems•5 minutes
7 assignments•Total 135 minutes
  • Activity: Optimizing performance•20 minutes
  • Knowledge check: Software issues•15 minutes
  • Activity: Create a password reset disk•20 minutes
  • Knowledge check: System-related issues•15 minutes
  • Activity: Prepare a USB drive for cross-platform file sharing•20 minutes
  • Knowledge check: Windows, Linux and macOS environments•15 minutes
  • Module quiz: Troubleshooting operating systems•30 minutes

This module develops advanced troubleshooting capabilities for handling complex and uncommon technical issues. You will use diagnostic tools and system utilities to investigate system performance and networking problems, while applying structured approaches to identify root causes and implement effective solutions.

What's included

10 videos12 readings7 assignments

10 videos•Total 58 minutes
  • Using diagnostic tools and utilities for troubleshooting•6 minutes
  • Task Manager and Resource Monitor•6 minutes
  • Disk Management and Disk Cleanup•6 minutes
  • Troubleshooting network connectivity and configuration issues•7 minutes
  • Using network diagnostics tools•6 minutes
  • Wireless network troubleshooting•5 minutes
  • Troubleshooting complex and uncommon issues•6 minutes
  • Software corruption and installation issues•5 minutes
  • Troubleshooting Windows upgrade and installation errors•5 minutes
  • Module summary: Advanced troubleshooting techniques•6 minutes
12 readings•Total 115 minutes
  • Windows Troubleshooter•10 minutes
  • Event Viewer and System Information•10 minutes
  • Details of using DirectX Diagnostic Tool•10 minutes
  • Troubleshooting DHCP issues•10 minutes
  • Troubleshooting DNS issues•10 minutes
  • Troubleshooting VPN and firewall issues•10 minutes
  • Troubleshooting network security and encryption issues•10 minutes
  • Understanding hardware warranty•10 minutes
  • Hardware damage caused by software•10 minutes
  • Recovery options in Windows•10 minutes
  • Activity: Complex or uncommon issues•10 minutes
  • Additional resources: Advanced troubleshooting techniques•5 minutes
7 assignments•Total 130 minutes
  • Activity: Create installation media for Windows•20 minutes
  • Knowledge check: Diagnostic tools and utilities•15 minutes
  • Activity: Network troubleshooting•20 minutes
  • Knowledge check: Networking scenarios•15 minutes
  • Self-review: Complex or uncommon issues•15 minutes
  • Knowledge check: Issues and resolutions•15 minutes
  • Module quiz: Advanced troubleshooting techniques•30 minutes

This module consolidates your troubleshooting skills through a real-world scenario where you diagnose issues, apply appropriate tools, and recommend solutions. You will demonstrate a systematic troubleshooting approach while documenting and communicating outcomes effectively, reflecting real IT support workflows.

What's included

6 videos4 readings6 assignments1 discussion prompt1 plugin

6 videos•Total 33 minutes
  • Course wrap-up: Technical troubleshooting diagnostics•6 minutes
  • Introduction to Generative AI for IT Support Specialist•5 minutes
  • Understanding the importance of role in the prompts•6 minutes
  • Creating workplace educational content•6 minutes
  • Streamlining company research with Microsoft Copilot: A practical use case•6 minutes
  • Congratulations•4 minutes
4 readings•Total 35 minutes
  • About the final project and assessment•5 minutes
  • Eliciting information through phishing attacks with artificial assistance•10 minutes
  • Congratulations and looking forward•10 minutes
  • Next steps•10 minutes
6 assignments•Total 265 minutes
  • Activity: Troubleshoot a scenario•40 minutes
  • Activity: Leveraging Generative AI for phishing analysis•30 minutes
  • Evaluating Generative AI for Phishing Detection and Troubleshooting Support•45 minutes
  • Self-review: Troubleshoot a scenario•30 minutes
  • Course quiz: Technical Diagnostics and Troubleshooting Techniques•90 minutes
  • Lesson quiz: Microsoft Generative AI for IT Support Specialist •30 minutes
1 discussion prompt•Total 10 minutes
  • Reflect on learning•10 minutes
1 plugin•Total 10 minutes
  • Exemplar: Troubleshoot a scenario•10 minutes

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Frequently asked questions

This program is for you:

· If you are interested in the field of Information Technology or just beginning to work in IT support-related roles.

· If you want to switch or start a career in the field of Information Technology (IT).

· If you already work in IT support, earning a Microsoft IT Support Specialist certificate can help advance your career or help you address gaps in your knowledge, skills, and abilities.

You don’t need any background knowledge to take this Professional Certificate. Whether you’re just starting out or a professional in a relevant field, this program can be the right fit for you.

The role of an IT support specialist includes technical skills such as conducting regular network assessments and assessing, testing, and upgrading an organization's network systems.

This role also includes problem-solving skills needed to identify and resolve hardware and software issues. guiding users through troubleshooting steps and providing training on the usage of new software and hardware, such as upgraded email systems and external hard drives.

An IT support specialist collaborates with clients and colleagues; therefore, effective communication is crucial for IT support specialists.

Qualify for in-demand job titles:

· Entry-level IT Support Specialist or IT Support Professional

· Help Desk Technician

· Technical support specialist

· Network Support Specialist 

· Systems Administrator

This course is completely online. You can access your lessons, readings, and assignments anytime and anywhere via the web or your mobile device.

Yes. We highly recommend taking the courses of each certificate program in the order they are presented. The content in the courses builds on information from earlier courses. The final course contains a capstone project that assesses your knowledge of the content covered in the previous courses. As such, it makes the most sense to take the courses in the order they are presented.

It typically takes 3 months to complete the 6 courses. But some learners may go through the content faster.

When you complete the Microsoft IT Support Specialist Professional Certificate, you stand out with a unique set of skills and knowledge in the dynamic field of information technology (IT). 

This certificate demonstrates your job readiness and can be shared with your professional network.

Throughout this program, you've engaged with instructional videos, assessments, and practical exercises, gaining a deep understanding of key aspects including:

· Proficiency in system analysis and maintenance.

· Skills in software configuration and recommendation using the Microsoft 365 ecosystem.

· Practice in establishing robust security protocols.

· Expertise in diagnostics and troubleshooting.

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Financial aid available,

¹ Some assignments in this course are AI-graded. For these assignments, your data will be used in accordance with Coursera's Privacy Notice.