- Course fee
- No-Cost
- Course level
- Foundational
- Training hours
- 5
- Prerequisites
- Must be a Per Scholas Alumnus
Course Overview
This 5 hour asynchronous course equips learners with practical, responsible AI skills for everyday IT support work. It is designed for anyone interested in advancing an IT support career, including new and aspiring technicians, current career-changers, CompTIA A+ or equivalent certificate holders. It suits those comfortable using computer hardware and operating systems; entry-level experience and basic familiarity with help desk ticketing, workflows, and documentation, and with everyday AI tools such as ChatGPT, are helpful for success.
Through instructional videos, workshops, and performance-based assessments, learners progress through five modules: creating IT documentation, mastering customer service interactions, building troubleshooting assistants, automating routine IT tasks, and scripting support automations with AI. By the end, learners can draft and verify knowledge base articles, handle customer interactions with AI assistance, troubleshoot with AI-enabled assistants, and write and validate support scripts, always confirming AI output against the real system before publishing or deploying. Upon completion, learners earn the co-branded Per Scholas and OpenAI digital badge and are better prepared for roles such as IT Support Technician or Help Desk Analyst.
Additional Info
Course Goals:
Upon successful completion of all course requirements, learners will:
- Write clear specifications for support documentation, customer responses, troubleshooting requests, and automation tasks before prompting the AI.
- Generate knowledge base articles, customer replies, troubleshooting sequences, and automation scripts from those specs, and identify the assumptions the AI made.
- Analyze routine support tasks to distinguish those suitable for automation from those requiring human judgment and test AI-drafted documentation and scripts against defined cases and readers.
- Debug AI-generated scripts by feeding the literal error output and applying only the corrected section.
- Verify every AI output, whether documentation, customer responses, troubleshooting steps, or scripts, against trustworthy sources outside the AI, such as the sandbox, official documentation, or the learner's own spec, a five-point human check (V1 through V5) confirming that commands exist, options are real, logic matches the spec, nothing runs unbounded, and no secrets or real data are exposed.
- Evaluate AI-generated output for accuracy, safety, and fitness, and decide whether to publish, send, deploy, revise, or reject it.
Preparation Work:
The following resources would provide helpful preparation for those without foundational knowledge of the core areas covered in the course. Several of the identified resources provide content on the same or similar topics but deliver it in different ways.
- ChatGPT fundamentals (OpenAI Academy): ChatGPT fundamentals - Resource | OpenAI Academy
- Prompting (OpenAI Academy): Prompting - Resource | OpenAI Academy
- Foundational courses (OpenAI Academy learning pathway): OpenAI Academy
- AI Foundations
- Agents and Workflows
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