Course

AI for Tech Support and IT

Triage, diagnose, script and document every ticket without pasting a single secret.

IntermediateTech support and IT

0/99 stops · about 2 hours · final quiz · certificate

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Start with

• AI at Work: FoundationsStart from zero and finish with three things you can actually use.

Who this is for

Help-desk technicians, one-person IT departments and MSP technicians who want faster diagnosis and cleaner communication without pasting secrets anywhere. Every example follows Tariq, an one-person IT desk for a 60-seat accounting firm plus two managed-services clients.

You will be able to

• Turn a messy user email into a triaged ticket with severity, category and first questions
• Diagnose from event logs, screenshots and error text with a ranked list of causes and checks
• Get a PowerShell or Bash script that is safe to read before it is safe to run
• Write the user reply, the change note and the knowledge-base article from the same fix
• Keep a Project per client with their environment, standards and escalation paths
• Run a weekly ticket-pattern report that tells you what to fix for good

Stops

1. 1 Intake to triageTurn a sentence like laptop is being weird into a ticket with a severity, a category and the three questions that actually unblock it. Daily
2. 2 A Project per environmentOne Project for the firm and one for each managed-services client, holding the device standards, the tenant facts and the escalation path so no answer starts from zero. Set once
3. 3 Logs and screenshotsUpload the event log export, the error screenshot and the system dump, and get back ranked causes with a check for each instead of a paragraph of maybes. Daily
4. 4 Scripts you can readPowerShell and Bash from a plain-English ask, written so you can read every line before it runs, with a dry run first and a test machine before anything real. Daily
5. 5 Microsoft 365 adminLicences, shared mailboxes, conditional access and Intune policies: Claude drafts the steps and the command, you run them, and the change note writes itself. Weekly
6. 6 The reply, the note, the articleOne fix, three documents in one pass: the reply the user understands, the change note the audit needs, and the article the next person will find by searching. Daily
7. 7 Network and vendor ticketsGather the facts a Meraki or ISP ticket needs, write the one that gets a real engineer instead of a script, and translate the reply back into plain English. Weekly
8. 8 Research and securityTurn a CVE or a vendor advisory into a decision about your own kit, run the is-this-phishing check on forwarded mail, and write security tips people actually read. Set once
9. 9 Tariq's weekThe morning digest, the Friday pattern report and the monthly patch summary on a timer, the knowledge-base backlog handed to Cowork, and one ticket taken end to end. Weekly

Final quiz