Apple Support Essentials for the IT Help Desk

Name: Apple Support Essentials for the IT Help Desk
Rating: 4.7 (191 reviews)

Fast-track your Apple platform support skills!

Bestseller

Created byAutomata Technology, Drew W Smith

Last updated 9/2025

English

What you'll learn

Master iOS and macOS user interfaces to guide end-users through navigation, customization, and system tools for accurate troubleshooting and resolution.
Deliver effective remote support using Apple-native tools and third-party platforms, enabling quick assistance for users wherever they are.
Identify and support iOS and Mac hardware by understanding device specifications and troubleshooting tools, ensuring faster issue resolution.
Diagnose system issues using built-in tools like Sysdiagnose, Console, and Activity Monitor, empowering you to find and fix problems at their root.
Perform critical recovery operations, including force restarts, recovery mode, and Apple Configurator restores, enabling device recovery without escalation.
Troubleshoot common networking issues across iOS and macOS, keeping users connected and minimizing downtime caused by Wi-Fi or cellular disruptions.
Manage and secure Apple settings, including passcodes, privacy controls, and software updates, ensuring user safety, compliance, and optimal performance.
Support managed Apple Accounts and AppleCare, ensuring users can access their services, benefits, and support entitlements without unnecessary delays.

Course content

27 sections • 113 lectures • 9h 24m total length

Meet Your Instructor1:04
In this lesson, students are introduced to their instructor through a brief bio.
Online Community for this Course0:34
Online Community for this Course - Now Available.
How to Succeed1:57
In this lecture, students are provided with study tips to help them get the most out of this course
Course Structure1:27
In this brief lecture, students are introduced to the course outline and the key topics covered I the course.
Course Requirements2:46
This lecture provides information on the required hardware and software for successfully completing the course.

Navigating iOS5:32
This lesson introduces students to iOS and demonstrates the basics of navigating around the operating system.
Customizing iOS4:36
iOS is an extremely customizable operating system. In this lesson students will learn about widgets, Home Screen icons, Control Center, and Appearance settings.
Using the Files App4:30
This lesson explores the features of the Files App and how it is used to navigate to saved files both on device and in the cloud.
iPadOS Special Topics5:43
iPadOS is a derivative of iOS but includes functions that are more Mac-like to enhance usability and multi-tasking capabilities due to the larger display. This lesson explores these differences.

Connectivity Settings7:09
This lesson demonstrates how to access and change settings related to cellular, Bluetooth, and Wi-Fi.
Battery Settings5:37
In this lesson students explore the Battery setting to determine the health of the device’s battery and which apps are having the largest impact to power drain.
General Settings4:22
This lesson explores the various settings under the General category including About, Storage, Continuity, and Keyboard among others.
iOS Software Update2:36
In this lesson, students will explore the Software Update setting for managing operating system updates.
Notification Settings5:55
In this lesson students will learn about managing notification settings across the operating system and on a per-app basis.
Passcode Settings4:22
This lesson explores passcode, TouchID, and FaceID authentication settings and how they are used to secure devices.
Privacy & Security8:28
In this lesson students will learn about Privacy, Transparency, and Consent settings as well as device security options.
App Settings5:09
Each app that is installed on iOS has its own setting. In this lesson, students will explore a few of the most common ones including Safari, Mail, Messages, and FaceTime.
Managing Apple Intelligence5:41
For devices that support Apple Intelligence (Apple’s AI framework), this lesson will explore how to enable and disable various AI features.

Anatomy of an iOS App2:03
This lesson introduces students to the sandboxed App concept and how Apps and their related documents are stored on iOS devices.
Using the App Store6:47
This lesson steps users through downloading and installing third-party Apps from the App Store.
App Library2:56
In this lesson students learn about the App Library, how to navigate and search as well as how to hide Apps or access hidden Apps.
Troubleshooting App Issues5:53
In this lesson students will learn about strategies for troubleshooting common App issues, including how to use the Force Quit gesture.
Supporting Mobile Safari7:17
In this lesson we take a deep dive into the settings and configuration options for Safari and cover the common things that cause support issues like the built-in privacy protections.
Sharing Photos & File Formats4:23
In this lesson, students learn about HEIC file types for photos and how to change the default file format for sharing photos from iOS devices.
Managing iOS Device Storage7:38
In this lesson we review iOS storage management and discuss some opportunities for freeing up disk space.
Assignment 1: Troubleshooting iOS Mail Issues4:49
In this assignment, students will attempt to resolve a user issue related to receiving corporate email on their iOS device.

Backing Up iOS Devices7:56
In this lesson, students will learn how to backup an iOS device to a Mac, PC, or via iCloud. Security considerations like encrypted backup options are also discussed.
Device Reset2:00
Students will step through the process of performing a factory reset on an iOS device using Erase All Content and Settings in this lesson.
iOS Recovery Mode3:11
In this lesson, students will place their iOS device into recovery mode to initiate a restore via a connected Mac or PC.
Revive & Restore Using Apple Configurator2:04
This lesson introduces Apple Configurator and DFU mode for reviving and restoring an iOS device that is unable to boot.
Assignment 2: Failed iOS Upgrade2:22
In this assignment, students work to resolve an issue where a user's device fails to boot after an iOS update.

Introduction to Screen Time2:11
This lesson briefly introduces students to Screen Time and how it works.
Content & Device Restrictions6:06
In this lesson students will use Screen Time to configure basic device and content restrictions.
Downtime & Blocking Apps6:09
When Screen Time’s Downtime feature is enabled, some or all Apps could be blocked from being used. This lesson demonstrates how to enable/disable these blocked Apps.

Troubleshooting Cellular Connections4:39
In this lesson, students explore the various issues with cellular connections including SIM card, eSIM, and antennae problems.
Troubleshooting WiFi Connectivity7:43
This lesson provides an overview of troubleshooting Wi-Fi and related network connectivity and performance issues.
Reset Network Settings1:32
In this lesson students will perform a reset of the device’s network settings, a common step when troubleshooting issues with cellular or Wi-Fi connections.
Assignment 3: iOS WiFi Issues3:50
In this assignment, students will troubleshoot a user's iOS device that fails to connect to the Internet on WiFi.

Mac Hardware Specification1:53
In this lesson students will learn about the different Mac hardware and architecture types, how they differ, and how to identify them.
System Report4:06
System Report is a built-in tool in macOS that shows all hardware and software on a given device, including peripherals and third-party applications. In this lesson students will learn how to access and use this report.
Troubleshooting Intel Mac Hardware7:26
In this lesson students will learn how to support Intel Mac hardware including resetting SMC, zapping PRAM, and booting into recovery mode.
Troubleshooting Apple Silicon Mac Hardware1:30
This lesson focuses on how to support modern Mac arm-based Hardware (Apple Silicon) including accessing recovery mode.

Requirements

Access to a Mac and an iPhone or iPad capable of running iOS and macOS 26.
Basic understanding of common computing terms (RAM, Wi-Fi, etc)

Description

Now featuring iOS 26, iPadOS 26, and macOS 26 Tahoe.

Apple Support Essentials for the IT Help Desk is a hands-on course designed specifically for IT support professionals who are experienced with Windows or Android environments but need to build confidence supporting Apple devices. Whether your organization is rolling out Macs, iPads, or iPhones (or you're just seeing more Apple devices in your ticket queue) this course will help you get up to speed fast.

You’ll learn the fundamentals of supporting iOS and macOS platforms, including how to navigate system settings, troubleshoot hardware and software issues, manage user accounts, and perform critical recovery tasks. We’ll cover the practical, real-world skills help desk staff need - like resetting devices, managing software updates, supporting Apple services, and identifying managed devices through MDM. You'll also explore remote support tools and techniques so you can provide assistance even when you’re not physically at the user's desk.

This course is designed around real-world troubleshooting and support scenarios, which will become common place for techs who are just beginning to support Apple devices. You'll gain a working understanding of Apple hardware, operating systems, security features, and troubleshooting tools, empowering you to close Apple-related tickets faster and with greater confidence.

By the end of the course, you'll have a solid foundation for providing first- and second-level support for Apple devices in business, education, or hybrid environments. Whether you're supporting a handful of Mac users or preparing for a broader Apple deployment, this course will help you become a more versatile and valuable member of your IT support team.

Who this course is for:

IT support staff who primarily work in Windows environments but are now expected to support Apple devices.
Technicians in enterprise, education, or healthcare settings where Apple devices are in use.
System admins, support leads, or project team members preparing for an Apple deployment or bring-your-own-device (BYOD) initiative.

Apple Support Essentials for the IT Help Desk

What you'll learn

Explore related topics

Course content

Introduction5 lectures • 8min

iOS Hardware Support2 lectures • 7min

iOS 26 User Interface Basics4 lectures • 20min

iOS 26 Settings9 lectures • 49min

iOS Application Support8 lectures • 42min

iOS Recovery & Restore5 lectures • 18min

iOS Screen Time Restrictions3 lectures • 14min

iOS Networking4 lectures • 18min

iOS Diagnostics1 lecture • 4min

Mac Hardware Support4 lectures • 15min

Requirements

Description

Who this course is for: