Learners in the Per Scholas IT Support course are equipped with the skills and hands-on experience necessary to manage and troubleshoot enterprise IT systems. Throughout the course, they develop expertise in working with Windows server infrastructures, networking, hardware, software, and IT service management platforms such as ServiceNow. By engaging in real-world projects, learners will apply their technical skills to tackle real IT challenges in professional environments.

Learner Key Skills and Capabilities:

• IT Service Management (ITSM): Proficiency in managing IT service tickets and workflows using ServiceNow.
• Hardware and Software Troubleshooting: Ability to diagnose and resolve issues across various platforms including Windows, Linux, and macOS.
• Networking and System Administration: Competence in setting up, configuring, and troubleshooting networking components and enterprise systems.
• Security Protocols: Knowledge of essential security practices and the ability to implement protective measures for systems and networks.

Learner Capabilities in Action: Through these projects, learners will leverage their knowledge and skills to solve real-world IT problems, further developing their technical expertise. By partnering with Per Scholas, employers will have the opportunity to work with pre-vetted technologists who are ready to contribute to your organization’s IT initiatives, providing valuable support and expertise.

Why Partner with Per Scholas?

Build a sustainable tech talent pipeline: Gain access to a diverse, skilled, and pre-vetted pool of technologists ready to contribute to your organization’s IT needs.

Support economic mobility: Help unlock potential by providing learners with meaningful, hands-on experience to advance their careers.

Customized solutions: Align projects with the specific skills and competencies developed by our learners in the course.

Making your project appealing.

To attract students, provide a clear and concise project description. Highlight the level of experience required and outline the scope of work effectively. A well-defined project increases your chances of having students self-assign promptly.

For further details, visit our Per Scholas Knowledge Centre. If you have questions, click the avocado icon in the bottom-right corner of your Riipen dashboard to contact support or email us at perscholas@riipen.com

Expected Project Outcomes:

By participating in this project, learners will engage in hands-on IT support tasks that mirror real workplace challenges. These activities are designed to help learners reinforce and demonstrate their technical proficiency in key areas of the IT Support curriculum. Specifically, learners will:

• Respond to and manage IT service tickets through platforms like ServiceNow.
• Troubleshoot and resolve hardware, software, and network issues across operating systems (Windows, macOS, Linux).
• Configure, test, and document enterprise network setups and systems.
• Implement basic security protocols and system hardening measures.
• Apply critical thinking and customer service skills in simulated or real-world IT support environments.

Expected Deliverables:

To demonstrate their learning and contributions, each learner (or team, if assigned collaboratively) will submit the following deliverables to the employer:

1) Project Summary Report (PDF or DOCX):

A detailed summary of the tasks completed, including the technical issues addressed, solutions implemented, tools and platforms used, and lessons learned. This report should reflect the learner's ability to analyze and resolve IT challenges.

2) ServiceNow Ticket Documentation (PDF or screenshots):

A log of ticket activities managed via ServiceNow, including ticket categorization, steps taken to resolve the issue, time tracking, and communication records with simulated or real users.

3) Network/System Configuration Documentation (PDF):

Configuration files, diagrams (e.g., network topology maps), or setup guides for systems or networks built/configured during the project. These should include rationales for design choices and troubleshooting steps where applicable.

4) Security Assessment Checklist (PDF or Excel):

A brief checklist or audit summary detailing the security measures reviewed or implemented as part of the project (e.g., password policies, patching protocols, firewall configurations).

5) Reflection Video or Written Statement (MP4 or DOCX):

A 2–5 minute video (or 1-page written) reflection from the learner discussing what they learned during the project, challenges they faced, and how the experience has prepared them for a role in IT support.

All deliverables will be submitted by the project deadline and reviewed by both course instructors and the employer to ensure quality, accuracy, and alignment with the scope of work.