Computer Hardware, Software & Operating Systems
- Motherboard architecture, CPUs, RAM, storage, and peripherals
- Operating system installation and configuration (Windows 11, Linux)
- Hardware diagnostics, component replacement, and firmware updates
About
About the program
The IT Support & Cloud Technician – AI Enabled Diploma prepares students for dynamic roles in service desk management, system administration, Microsoft 365 cloud identity, Microsoft Azure cloud architecture, network security, and AI-accelerated IT operations.
Outlook
Salary & employment outlook
IT support and cloud technicians manage enterprise computing systems, cloud infrastructure, network connectivity, and AI-driven troubleshooting tools across Ontario.
$20.00Low / h
$33.00Median / h
$51.28High / h
Wage information is provided for general informational purposes only and is based on labour market data published by the Government of Canada. Salary estimates may vary depending on education, experience, employer, geographic location, and current labour market conditions. Program completion does not guarantee employment or a specific salary. Source: Government of Canada Job Bank, User support technicians (NOC 22221), Ontario, checked October 1, 2026.
Curriculum
Course information
This program is structured into clear, actionable modules that build your knowledge from fundamental principles to advanced strategies.
Technical Support, Service Desk & IT Communication
- ITIL framework foundations and ticketing lifecycle (ServiceNow / Jira)
- Customer-centric troubleshooting methodologies and active listening
- Technical documentation, knowledge base articles, and SLA management
Windows Client Support & Endpoint Management
- Windows 11 advanced configuration, registry editing, and group policy
- Endpoint management via Microsoft Intune and Autopilot deployment
- Endpoint security, antivirus, patching, and data backup routines
Networking Fundamentals for IT Support
- OSI model, TCP/IP stack, IPv4 and IPv6 subnetting
- DNS, DHCP, NAT, router and switch configuration basics
- Network cabling, Wi-Fi standard diagnostics, and remote desktop tools
Microsoft Office, Microsoft 365 & Digital Productivity
- Microsoft 365 tenant overview, client application configuration
- Troubleshooting Outlook, Teams, OneDrive, and SharePoint sync
- Collaborative productivity tools and end-user access administration
Cloud Computing Fundamentals
- Cloud service models: IaaS, PaaS, SaaS, Public, Private, Hybrid
- Cloud economic models: CapEx vs. OpEx, high availability, and scalability
- Comparing major cloud providers (AWS, Azure, Google Cloud)
Microsoft Azure Core Services & Architecture
- Azure subscriptions, resource groups, and regions
- Virtual Machines (VMs), virtual networks (VNets), and storage accounts
- Monitoring Azure resources, cost management, and cloud backup
Identity, Access & Microsoft 365 Administration
- Microsoft Entra ID (formerly Azure AD) user and group management
- Multi-Factor Authentication (MFA), Self-Service Password Reset (SSPR)
- Role-Based Access Control (RBAC) and conditional access policies
Cybersecurity Fundamentals for IT Support
- Common threat vectors: malware, phishing, ransomware, credential stuffing
- Zero trust architecture principles and endpoint protection
- Incident reporting, secure credential hygiene, and user awareness
AI for IT Operations, Troubleshooting & Documentation
- Using AI coding and command assistants for PowerShell automation
- Automated root cause analysis and error log parsing with AI tools
- Building automated helpdesk workflows and AI knowledge bots
Certification Prep, Career Launch & Capstone Lab
- Hands-on enterprise IT deployment simulation in Azure sandbox
- CompTIA A+ and Microsoft AZ-900 / SC-900 exam preparation
- Technical interview coaching, resume optimization, and LinkedIn branding
Internship / Work-Integrated Learning Project
- Supervised practical IT support project with a host organization, where a placement is available
- Direct application of ticketing, cloud administration, and scripting tools
- Final capstone evaluation and technical assessment
Program Highlights
- 52-week diploma program (1,040 total instructional hours)
- Hands-on virtual lab environments for hardware, networking, and cloud servers
- Exam preparation for CompTIA A+ and Microsoft AZ-900 and SC-900 fundamentals
- Prepares graduates for NOC 22221 IT support careers
Learning Objectives
- Install, configure, and support common operating systems and business applications
- Troubleshoot hardware, software, connectivity, identity, and user-access issues
- Apply service desk communication, ticketing, escalation, and documentation practices
- Explain networking fundamentals used in support and cloud environments
- Support Microsoft 365 and cloud-based workplace services
- Apply cybersecurity fundamentals for endpoint, identity, data, and user awareness
- Use AI tools responsibly for troubleshooting, documentation, scripts, and knowledge-base support
- Build a portfolio of labs, ticket examples, procedures, and project documentation
AI Skills
- AI-assisted ticket triage and troubleshooting checklists
- Knowledge-base article drafting and support documentation
- Command, script, and configuration explanation with human verification
- AI workflows for incident notes, escalation summaries, and root-cause analysis
- Responsible AI use for privacy, cybersecurity, accuracy, and professional accountability
Internship & Work-Integrated Learning
Students complete an internship or structured work-integrated learning project designed to connect classroom learning with practical workplace deliverables. The internship component may include supervised workplace exposure, project-based assignments, employer-style documentation, professional reflection, and a final portfolio submission.
Internship arrangements may vary by employer availability, learner eligibility, location, and institutional policy. Internship availability and placement conditions are confirmed by the partner college during admissions.
Admission requirements
Admission is decided by the partner college.
- Ontario Secondary School Diploma or equivalent, or mature-student status where permitted
- English-language ability sufficient for technical reading, writing, ticket documentation, and workplace communication
- Basic computer literacy, internet access, and ability to use email, documents, spreadsheets, and video meetings
- Access to a suitable computer for online learning and virtual lab participation
- Government-issued identification and admissions documentation as required by the admitting institution
- Interview or admissions assessment may be used to confirm readiness and career fit
Outline
Course outline
| Code | Course title |
|---|---|
| ITC101 | Computer Hardware, Software & Operating Systems |
| ITC102 | Technical Support, Service Desk & IT Communication |
| ITC103 | Windows Client Support & Endpoint Management |
| ITC104 | Networking Fundamentals for IT Support |
| ITC105 | Microsoft Office, Microsoft 365 & Digital Productivity |
| ITC106 | Cloud Computing Fundamentals |
| ITC107 | Microsoft Azure Core Services & Architecture |
| ITC108 | Identity, Access & Microsoft 365 Administration |
| ITC109 | Cybersecurity Fundamentals for IT Support |
| ITC110 | AI for IT Operations, Troubleshooting & Documentation |
| ITC111 | Certification Prep, Career Launch & Capstone Lab |
| ITC112 | Internship / Work-Integrated Learning Project |
Career opportunities
- IT Support Specialist
- Help Desk / Service Desk Technician
- Cloud Support Associate
- Junior Systems Administrator
- Network Support Technician
Employment opportunities
- Managed IT Service Providers (MSPs)
- Corporate Enterprise IT Departments
- Financial Institutions & Tech Companies
- Healthcare & Government IT Units
Costs
Tuition, fees and funding
Tuition, fees, payment options and refund rules are set by the partner college. Your advisor will share its fee and refund details before you apply.
Our service is free to you. Alpha Community Outreach is a private student-recruitment agency. Partner colleges pay Alpha when a student we have helped enrolls.
Questions
Frequently asked questions
Do students need a computer science degree?
No. The program is designed for learners seeking a structured entry point into IT support and cloud support.
Is the program hands-on?
Yes. Students complete practical labs, ticket scenarios, documentation tasks, and applied troubleshooting exercises.
What cloud skills are included?
The pathway includes cloud fundamentals, Microsoft 365 support, identity and access basics, and Azure core services.
How is AI used in this program?
Students use AI to support troubleshooting, documentation, knowledge-base writing, ticket analysis, and productivity while learning human-review standards.
What roles can graduates target?
Graduates may target help desk, desktop support, service desk, Microsoft 365 support, and junior cloud support roles.
Who is Alpha Community Outreach?
Alpha is a private student-recruitment agency. We are not a college and not a government agency. [Approved program title] is offered by one of our partner colleges, which sets admission, tuition and graduation requirements.
Does Alpha get paid if I enrol?
Yes. The college pays Alpha when a student we have helped enrolls. You never pay Alpha anything.
Can you help with immigration or study permits?
No. We can't give immigration advice. For questions about permits or status, please speak to a licensed immigration consultant or lawyer.
Contact
Ontario team
Alpha Community Outreach – Toronto Office (appointments only)2630 Kipling Avenue, Suite 7, Etobicoke, Ontario M9V 4B9+1 343-296-5800 · alpha.ont@acoonline.ca