Module 1: Foundations of IT Support & Professional Conduct

Glossary Snapshot

Here are key terms you’ll encounter throughout this module:

Introduction

Welcome to Module 1 of your IT support journey! This module introduces you to the essential foundational knowledge every aspiring IT technician needs. Whether you're new to tech or looking to validate your experience with the CompTIA A+ certification, this chapter will prepare you with key concepts around support roles, professionalism, safety, and ethics.

By the end of this module, you'll be able to:

This module is written in a self-paced, approachable format. You’ll encounter practical examples, diagrams (text-based), and reflective questions to help you internalize the content. Let’s get started!

Section 1: The Tiered Support Model & Technician Roles

What Is IT Support?

When most people think about IT, they imagine someone fixing a broken printer or recovering a forgotten password. While these are common tasks, the IT support role is much more dynamic and essential to a business's daily operation.

IT support professionals ensure users can work effectively by maintaining computer systems, solving hardware/software issues, securing networks, and documenting solutions. Their work prevents disruptions that cost time and money.

Why Is IT Support Tiered?

To operate efficiently, many companies organize support into tiers based on complexity:

What Happens When a Problem Is Escalated?

If Tier 1 cannot solve a problem within a certain timeframe, they escalate it by providing documentation to the next level. Proper escalation ensures:

Diagram: Tier Escalation Flow

User reports issue
        ↓
Tier 1 support (e.g., password reset)
        ↓ (if unresolved)
Tier 2 support (e.g., network issue)
        ↓ (if unresolved)
Tier 3 support (e.g., server misconfiguration)

Career Pathways for IT Technicians

Many people start in Tier 1 and grow from there. Depending on your interests, you can branch into:

Certifications that support these career paths include:

Question: Do I need a degree to get into IT?
Answer: No. Many technicians enter the field with certifications and hands-on experience alone. What matters most is your ability to learn, communicate, and solve problems.

Time Management & Ticket Handling Basics

Effective IT support involves juggling multiple tasks, prioritizing requests, and ensuring nothing slips through the cracks. A good technician balances responsiveness with thoroughness.

Time Management Strategies

Ticketing Best Practices

Scenario: You receive three tickets: one for a CEO’s email issue, one for a locked account, and one for a minor printer jam. Using time and impact as criteria, you prioritize the CEO’s ticket first, delegate the printer issue to Tier 1, and resolve the lockout via password reset.

Service Level Agreements (SLAs)

An SLA defines the level of service expected from the IT support team and sets expectations for response and resolution times. Technicians are often measured by how well they meet SLA targets.

Example: An SLA might require that password reset tickets are acknowledged within 15 minutes and resolved within 1 hour.

Meeting SLAs:

Tip: Always note SLA deadlines in your ticketing system and escalate when a ticket nears its breach time.

Incident Documentation Formats

Accurate documentation is essential for solving problems efficiently and preventing future ones. Every ticket should include:

Example Ticket Note: 
Issue: User unable to connect to Wi-Fi on laptop.
Steps: Verified adapter settings, removed and re-added network profile, rebooted system.
Resolution: Faulty Wi-Fi driver; reinstalled driver.
Total Time: 35 minutes

Chain of Custody

Chain of custody refers to the process of recording who handled a device or piece of data and when. This is especially important for legal cases, audits, or data breaches.

Best Practices:

Scenario: A company laptop is found after a data leak. You document the time it was received, note its condition, and secure it until security or HR can take over.

Section 2: Ethics, Privacy, and Support Policy Writing

The CIA Triad: Foundations of Ethical IT

Scenario: A technician accessing payroll files without permission violates confidentiality. Changing configuration logs to hide mistakes breaks integrity. Delaying system updates that crash a department’s application disrupts availability.

Understanding Privacy Regulations

As a support tech, you must respect legal requirements for handling personal or sensitive data. Some of the most common include:

Important: Even if you're not in the EU or healthcare, your company may follow these standards. Always ask: "Am I authorized to view this data?"

Writing Clear and Useful Support Policies

Every company should document its expectations for how users and techs interact with IT systems. This is where Acceptable Use Policies (AUPs) come in.

Tip: Use plain language. Confusing rules are ignored rules.

Policy Example (Excerpt):
“Users may not connect unauthorized devices to the company network. This includes USB drives, personal laptops, or IoT devices. Violations may result in restricted access or disciplinary action.”

See Google Cloud's AUP: cloud.google.com/terms/aup

Beyond Acceptable Use Policies: Other Key IT Policies

While AUPs are foundational, organizations rely on additional policies:

  1. BYOD – Bring Your Own Device Policy
    Definition: Outlines rules for employees who connect personal devices (laptops, smartphones, tablets) to the company network.
    Purpose: Reduces security risks by controlling device access.
    Example Rule: “Personal devices must have up-to-date antivirus software and use company-approved VPNs.”
  2. DLP – Data Loss Prevention Policy
    Definition: Prevents unauthorized transfer of sensitive data outside the organization.
    Purpose: Protects against data breaches and insider threats.
    Example Rule: “Email attachments containing sensitive customer data must be encrypted and approved by compliance.”
  3. MFA – Multi-Factor Authentication Policy
    Definition: Requires users to verify their identity through two or more authentication factors.
    Purpose: Reduces the risk of unauthorized access, even if passwords are compromised.
    Example Rule: “All remote logins must use MFA via smartphone app or security token.”
  4. PMP – Patch Management Policy
    Definition: Details how the organization tracks, tests, and installs software updates.
    Purpose: Reduces vulnerabilities from outdated systems.
    Example Rule: “Critical patches must be deployed within 72 hours of release.”
  5. RAP – Remote Access Policy
    Definition: Defines how users and administrators may connect to systems from off-site locations.
    Purpose: Secures access pathways and ensures logging of remote activity.
    Example Rule: “Remote access is allowed only via company-issued laptops using a secure VPN.”
  6. IRP – Incident Response Policy
    Definition: Provides a step-by-step plan for responding to security incidents.
    Purpose: Minimizes damage, contains threats, and ensures documentation.
    Example Rule: “Report suspicious activity to the IT security team within 15 minutes. Do not alter or delete any related data.”
Scenario: An employee plugs their personal phone into a workstation to charge and triggers a company-wide alert. As the technician, you recognize this as a BYOD policy violation and follow the proper documentation and response steps.
Question: Who enforces the policy?
Answer: Usually the IT department or designated compliance officers, in coordination with HR.

Software Licensing Awareness

Understanding software licensing is essential to prevent legal issues and ensure proper software deployment across the organization.

Common Licensing Models:

Scenario: A user installs personal software on a company device without a valid license. You recognize this as a policy violation and report it per your organization's compliance procedures.

Remote Work Etiquette & Support Culture

Best Practices for Remote Work Etiquette

Supporting Culture from a Distance

Scenario: You receive a ticket from a remote user who hasn’t responded in over a day. Instead of closing the ticket, you send a polite follow-up and tag their manager to ensure visibility while maintaining courtesy.

Customer Service Expectations in IT

Example: A user reports their internet is down. Instead of saying, “It’s a network layer 2 issue,” explain: “There’s a problem between your computer and the building’s network switch—we’re working to restore your connection.”

Section 3: Workplace Safety & Environmental Best Practices

Electrostatic Discharge (ESD) and Why It Matters

Electrostatic discharge (ESD) is the sudden transfer of static electricity. It can damage sensitive computer parts without visible signs. This can occur when working hands-on with computer hardware.

How can I avoid ESD?

Diagram: ESD-Safe Setup
Technician → Wrist strap → Grounded mat → Ground plug

Electrical and Fire Safety

Question: Can I wear gloves while working inside a PC?
Answer: Only if they are antistatic gloves. Normal gloves may block your sense of touch or trap static.

Environmental Responsibility in IT

Old hardware doesn’t go in the trash. It often contains hazardous materials like lead or mercury.

Best Practices for Disposal:

Many municipalities offer public e-waste services, often free of charge. Use a search engine to locate one near you. Even some businesses offer this service. For example, Best Buy offers a household electronics recycling service and may even give you a discount on future purchases when recycling old electronics.

Note that this kind of service may be limited to home users and not suitable for business use. There are many vendors that offer e-waste recycling services suitable to large organizations, at a charge.

Energy Efficiency Tips:

Scenario: You’re retiring 10 workstations. You wipe the drives, remove reusable RAM, store items in antistatic bags, and deliver to a licensed recycling center. This shows excellent tech and environmental responsibility.

What Would You Do? (Scenario Practice)

  1. Scenario 1: A remote user submits a vague ticket: “Computer isn’t working.” You call them but get no answer. What’s your next move?
    • Follow up with a polite email requesting more details
    • Note attempted contact in the ticket
    • Set a 24-hour check-in before escalation or closure
  2. Scenario 2: You notice another technician installed unlicensed software on several machines. What should you do?
    • Document what you observed
    • Report it to your team lead or compliance officer per policy
  3. Scenario 3: A user becomes frustrated and raises their voice during a remote call. What should you do?
    • Stay calm
    • Acknowledge their frustration (“I understand this is frustrating”)
    • Re-focus on solving the issue politely

Lab Exercise

Draft an Acceptable Use Policy (AUP) for a fictional company called "QuickTech Solutions." Include:

Then, simulate an incident report:

Knowledge Check

  1. What does Tier 2 typically handle that Tier 1 does not?
  2. List and define one part of the CIA triad.
  3. Name two tools that help prevent ESD damage.
  4. Why is it important to have an AUP?
  5. True/False: Wearing rubber gloves is a suitable ESD precaution.

Summary & Quick Review

You're now equipped with the professional knowledge and context that all great IT technicians start with. Up next: Module 2: Internal System Architecture—where we’ll open up the computer and explore what’s inside. Stay sharp!