IT Support Professional Certificate (IBM)
IBM & Google via Coursera
Best for: First IT credential. Help desk, hardware, customer support.
Roles to research: IT Support Specialist · Help Desk Technician · Technical Support
★ Pilot program — reviewed by a real team, with a decision by email.
Learn the latest skills and tools used by IT support professionals — including hardware and software setup, technical support, customer service, ticketing systems, service level agreements, and troubleshooting. Prepares students for entry-level IT support roles.
Official program syllabus
Training details
Delivery format
Hybrid, Self-Paced
Total hours
160 Hours (102 Clock + 58 Lab/Project/Test Prep)
Training providers
IBM & Google via Coursera
Published tuition and fees
$7,500
Qualifying WorkforceAP members are not billed for covered training.
Program snapshot
What you should know before you apply
Best fit
First IT credential. Help desk, hardware, customer support.
Typical roles
IT Support Specialist · Help Desk Technician · Technical Support
Course preview
- Introduction to Technical Support
- Introduction to Hardware and Operating Systems
- Introduction to Software, Programming, and Databases
- Introduction to Networking and Storage
Plus 6 more courses in the full path.
Languages
Skills you’ll learn
Course list
1. Introduction to Technical Support ~12 hrs
Essential tools, customer service skills, and industry certifications.
2. Introduction to Hardware and Operating Systems ~16 hrs
Essential hardware and operating system knowledge for a career in IT support, networking, cybersecurity, or software development.
3. Introduction to Software, Programming, and Databases ~18 hrs
Basics of software, cloud computing, programming, and databases. Covers software types, the software lifecycle, browser management, and security.
4. Introduction to Networking and Storage ~12 hrs
Foundational skills in networking, storage, and system administration. Network types, cables, topologies, and how data moves through networks.
5. Introduction to Cloud Computing ~12 hrs
Basics of cloud computing and supporting technologies. Service models like IaaS and SaaS, plus public, private, and hybrid cloud setups.
6. Introduction to Cybersecurity Essentials ~12 hrs
Beginner-friendly course on essential cybersecurity skills for anyone using computers and the internet.
7. Technical Support (IT) Case Studies and Capstone ~9 hrs
Apply what you've learned in the IT Support Professional Certificate to real-world situations.
8. Practice Exam for CompTIA Tech+ Certification ~3 hrs
Prep for the CompTIA ITF+ Certification exam — requirements, format, and key topics like IT concepts, software, infrastructure, databases, and security.
9. Tech Support Career Guide and Interview Preparation ~8 hrs
Prepares you for a technical support career — typical job tasks, career paths, resumes, portfolios, cover letters, and elevator pitches.
10. Lab, Project, and Test Preparation ~58 hrs
Hands-on labs, project work, and test preparation supporting all program competencies.
Before you apply
What to expect from this program
Preparation
The published syllabus does not list a recommended prerequisite. Ask an advisor to confirm preparation and program fit.
Time commitment
160 hours • Hybrid, Self-Paced. 10 courses in the full path.
Funding
Available at no cost through WIOA funding for qualifying members.
Program costs are covered by grants, scholarships, partnerships, and donations — never billed to qualifying members.
Career research
Explore roles connected to these skills
IT Support Specialist
Help Desk Technician
Technical Support
Job requirements and pay vary by employer, location, and experience. A certificate alone does not guarantee a role or salary. Research occupations, wages, and entry requirements, then discuss your next step with an advisor.
Ready to start your career in IT & Cybersecurity?
About 5 minutes to apply. No cost for qualifying members. A counselor reviews every application and you'll hear by email.
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