Computer hardware
Importance: Very important (4 of 5)
Understands workstation components, peripherals, and common failures.
Course coverage
- Computer Hardware Fundamentals, Hardware Troubleshooting (planned)
← All career guides6 of 8 skills9 of 23 courses
Management and support
IT Support Specialist
Diagnoses and resolves endpoint, account, application, and connectivity issues through reliable service practices.
Skill coverage
75%
Course coverage
39%
Skill coverage shows how much of the role's capability map already has a published course. Course coverage shows how much of the mapped course pipeline for this role has shipped.
- Role skills
- 8
- Published coverage
- 6
- Relevant courses
- 9
Capability map
Skills
Importance describes how central each capability is to the role. Course coverage shows where you can build the skill in the current OpenSkills catalog.
01
Technical support
5 capabilities
Desktop operating systems
Importance: Essential (5 of 5)
Supports Windows, macOS, and common desktop configuration.
Course coverage
- Windows Fundamentals, macOS Administration (planned)
Networking
Importance: Very important (4 of 5)
Diagnoses addressing, DNS, wireless, and connectivity problems.
Course coverage
Identity and access
Importance: Essential (5 of 5)
Resolves account, authentication, authorization, and directory issues.
Course coverage
- Active Directory FundamentalsFree
- Identity and Access Management Fundamentals (planned)
Endpoint management
Importance: Essential (5 of 5)
Provisions, configures, patches, and secures managed endpoints.
Course coverage
- IT Asset Management
- Endpoint Management, Software Asset Management (planned)
02
Service practice
3 capabilities
Troubleshooting
Importance: Essential (5 of 5)
Isolates problems methodically and verifies durable resolution.
Course coverage
Service desk
Importance: Essential (5 of 5)
Manages incidents, requests, escalation, and user communication.
Course coverage
- Technical Support Fundamentals
- Problem Management
- Service Catalog Management
- Service Desk Operations, IT Service Incident Management, IT Service Management Fundamentals, ITIL Fundamentals, Remote Support, Service Request Management (planned)
Knowledge management
Importance: Very important (4 of 5)
Creates reusable support knowledge and accurate operational documentation.
Course coverage
- Runbook Writing
- Knowledge Management for IT (planned)
Learning path
Relevant courses
Core foundations
The concepts this role is built on.
- Networking Fundamentals
- Systems Troubleshooting
- Technical Support Fundamentals
- Computer Hardware Fundamentals, Endpoint Management, Identity and Access Management Fundamentals, Service Desk Operations, Windows Fundamentals (planned)
Supporting knowledge
Adjacent knowledge that improves day-to-day judgment.
- Active Directory FundamentalsFree
- DNS FundamentalsFree
- IT Asset Management
- Problem Management
- Runbook Writing
- Service Catalog Management
- Hardware Troubleshooting, IT Service Incident Management, IT Service Management Fundamentals, ITIL Fundamentals, Knowledge Management for IT, macOS Administration, Remote Support, Service Request Management, Software Asset Management (planned)
Put the map to work
Find IT Support Specialist roles.
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