Google IT Course Notes

IT support begins with clear communication and practical problem solving. A technician has to understand what the user is experiencing, ask focused questions, confirm the impact, and avoid jumping to a fix before the symptoms and recent changes are understood.

• Jumping to a fix before confirming symptoms, user impact, and recent changes.

• If the scenario asks what to do first, identify the problem and gather information before replacing parts or reinstalling software.

Networking support starts with layers. The OSI model is a teaching tool that separates physical cabling, data-link addressing, IP routing, transport sessions, and application behavior so a technician can test one layer at a time instead of guessing.

• Using ping as proof that every application is healthy; ping only tests basic reachability.

• If a device has no valid address, check DHCP and local network connectivity.

A graphical user interface uses windows, menus, icons, and pointers to make common tasks easier to discover. A command-line interface accepts typed commands, which is often faster for support work because commands can be repeated, scripted, copied into notes, and run remotely.

• Choosing GUI steps when the scenario needs repeatable, remote, or scriptable command-line work.

• If the question mentions typed commands, scripts, or remote troubleshooting, think CLI or shell.

System administration keeps shared technology reliable after individual devices are working. Routine maintenance includes applying updates, checking backups, monitoring capacity, reviewing logs, validating time sync, and confirming that services still meet user needs.

• Confusing a directory service with a file server; directory services store identity and resource information.

• If the question mentions centralized users, groups, and domain resources, think Active Directory or LDAP directory services.

Security fundamentals start with the CIA triad: confidentiality, integrity, and availability. Support decisions often protect all three at once, such as preventing unauthorized access, keeping data from being altered improperly, and ensuring users can still reach required systems.

• Confusing authentication with authorization; authentication proves identity, authorization controls access.

• If the question asks who someone is, choose authentication; if it asks what they may access, choose authorization.