CCST IT Support

This is a certification for entry-level help desk technicians, end user desktop support
technicians, IT students, interns, etc. The exam targets entry-level IT professionals, and
secondary and immediate post-secondary students. The successful candidates are
qualified entry-level help desk technicians and customer support technicians, students,
and interns with at least 150 hours of instruction and hands-on experience.

00-140 CCST IT Support domains:

• IT Support Job Tasks and Responsibilities
• Hardware Issues
• Connectivity and Resource Access Issues
• Operating System and Application Issues
• Common Threats and Preventions
• Job Tools

1. IT Support Job Tasks and Responsibilities

1.1 Define key help desk concepts.

1.2 Prepare documentation to summarize a customer interaction.

1.3 Describe the problem solving process.

2. Hardware Issues

2.1 Demonstrate how to follow basic safety procedures.

2.5 Investigate commonly encountered hardware issues.

3. Connectivity and Resource Access Issues

3.1 Assist users with establishing access to network-based resources.

3.2 Troubleshoot commonly encountered connectivity issues with

4. Operating System and Application Issues

4.1 Assist users in resolving Windows operating system issues.

4.2 Assist users in resolving MacOS operating system issues.

4.4 Describe virtualization and cloud terminology.

4.5 Assist users in resolving common application issues.

5. Common Threats and Preventions

5.1 Describe security threats to the end user, perform basic investigation,
and escalate to the appropriate team.

5.3 Recognize how company policies and confidentiality guidelines protect
user data.

6. Job Tools

6.1 Use remote access software to connect to end-user devices and perform

6.2 Use appropriate troubleshooting tools to research an issue and update
internal documentation with findings.