Apple Support Essentials for the IT Help Desk
Fast-track your Apple platform support skills!
Lo que serás capaz de hacer
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.
- 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.
Temario
UNIDAD 1 - Introduction · 5 leccionesUNIDAD 1 - Introduction
UNIDAD 1 - Introduction
- Meet Your Instructor
- Online Community for this Course
- How to Succeed
- Course Structure
- Course Requirements
UNIDAD 2 - iOS Hardware Support · 2 leccionesUNIDAD 2 - iOS Hardware Support
UNIDAD 2 - iOS Hardware Support
- iPhone & iPad Device Specifications
- Performing a Force Restart
UNIDAD 3 - iOS 26 User Interface Basics · 4 leccionesUNIDAD 3 - iOS 26 User Interface Basics
UNIDAD 3 - iOS 26 User Interface Basics
- Navigating iOS
- Customizing iOS
- Using the Files App
- iPadOS Special Topics
UNIDAD 4 - iOS 26 Settings · 9 leccionesUNIDAD 4 - iOS 26 Settings
UNIDAD 4 - iOS 26 Settings
- Connectivity Settings
- Battery Settings
- General Settings
- iOS Software Update
- Notification Settings
- Passcode Settings
- Privacy & Security
- App Settings
- Managing Apple Intelligence
UNIDAD 5 - iOS Application Support · 8 leccionesUNIDAD 5 - iOS Application Support
UNIDAD 5 - iOS Application Support
- Anatomy of an iOS App
- Using the App Store
- App Library
- Troubleshooting App Issues
- Supporting Mobile Safari
- Sharing Photos & File Formats
- Managing iOS Device Storage
- Assignment 1: Troubleshooting iOS Mail Issues
UNIDAD 6 - iOS Recovery & Restore · 5 leccionesUNIDAD 6 - iOS Recovery & Restore
UNIDAD 6 - iOS Recovery & Restore
- Backing Up iOS Devices
- Device Reset
- iOS Recovery Mode
- Revive & Restore Using Apple Configurator
- Assignment 2: Failed iOS Upgrade
UNIDAD 7 - iOS Screen Time Restrictions · 3 leccionesUNIDAD 7 - iOS Screen Time Restrictions
UNIDAD 7 - iOS Screen Time Restrictions
- Introduction to Screen Time
- Content & Device Restrictions
- Downtime & Blocking Apps
UNIDAD 8 - iOS Networking · 4 leccionesUNIDAD 8 - iOS Networking
UNIDAD 8 - iOS Networking
- Troubleshooting Cellular Connections
- Troubleshooting WiFi Connectivity
- Reset Network Settings
- Assignment 3: iOS WiFi Issues
UNIDAD 9 - iOS Diagnostics · 1 leccionesUNIDAD 9 - iOS Diagnostics
UNIDAD 9 - iOS Diagnostics
- Using Sysdiagnose
UNIDAD 10 - Mac Hardware Support · 4 leccionesUNIDAD 10 - Mac Hardware Support
UNIDAD 10 - Mac Hardware Support
- Mac Hardware Specification
- System Report
- Troubleshooting Intel Mac Hardware
- Troubleshooting Apple Silicon Mac Hardware
UNIDAD 11 - macOS 26 User Interface Basics · 6 leccionesUNIDAD 11 - macOS 26 User Interface Basics
UNIDAD 11 - macOS 26 User Interface Basics
- Mac Desktop & Dock
- Finder
- Launchpad & Mission Control
- Stage Manager
- Spotlight
- Control Center & Notification Center
UNIDAD 12 - macOS 26 System Settings · 7 leccionesUNIDAD 12 - macOS 26 System Settings
UNIDAD 12 - macOS 26 System Settings
- General Settings
- Network Settings
- Power Management Settings
- Privacy & Security Settings
- Peripheral Settings
- Customization Settings
- Managing Apple Intelligence
UNIDAD 13 - macOS File System · 5 leccionesUNIDAD 13 - macOS File System
UNIDAD 13 - macOS File System
- Introduction to APFS
- macOS Directory Structure
- File Permissions
- User Home Directory
- Hidden Files & Folders
UNIDAD 14 - macOS Terminal · 2 leccionesUNIDAD 14 - macOS Terminal
UNIDAD 14 - macOS Terminal
- Introduction to Terminal
- Common Terminal Commands
UNIDAD 15 - macOS User Account Management · 3 leccionesUNIDAD 15 - macOS User Account Management
UNIDAD 15 - macOS User Account Management
- Introduction to Directory Services
- Managing Local User Accounts
- Troubleshooting Login Issues
UNIDAD 16 - macOS Recovery & Restore · 6 leccionesUNIDAD 16 - macOS Recovery & Restore
UNIDAD 16 - macOS Recovery & Restore
- Safe Mode
- Using macOS Recovery
- Using Erase Assistant
- Using Disk Utility
- Using Time Machine
- Assignment 4: Mac Account Reset
UNIDAD 17 - macOS Software Support · 5 leccionesUNIDAD 17 - macOS Software Support
UNIDAD 17 - macOS Software Support
- Mac App Store
- Mac Application Bundles
- Managing Third Party Applications
- User Preferences
- Troubleshooting Application Issues
UNIDAD 18 - macOS Networking · 4 leccionesUNIDAD 18 - macOS Networking
UNIDAD 18 - macOS Networking
- Troubleshooting WiFi Connectivity
- Configuring VPN Connections
- Sharing Files & Printers
- Troubleshooting AirDrop & Continuity
UNIDAD 19 - macOS Security · 4 leccionesUNIDAD 19 - macOS Security
UNIDAD 19 - macOS Security
- Mac Software Update
- System Integrity Protection
- GateKeeper & XProtect
- FileVault
UNIDAD 20 - macOS Diagnostics · 2 leccionesUNIDAD 20 - macOS Diagnostics
UNIDAD 20 - macOS Diagnostics
- Console
- Activity Monitor
UNIDAD 21 - Accessibility · 4 leccionesUNIDAD 21 - Accessibility
UNIDAD 21 - Accessibility
- Introduction to Accessibility
- Accessibility Features
- Accessibility Shortcuts
- iOS Guided Access
UNIDAD 22 - Mobile Device Management · 3 leccionesUNIDAD 22 - Mobile Device Management
UNIDAD 22 - Mobile Device Management
- Introduction to Mobile Device Management (MDM)
- Identifying a Managed iOS Device
- Identifying a Managed Mac
UNIDAD 23 - Remote Device Support · 6 leccionesUNIDAD 23 - Remote Device Support
UNIDAD 23 - Remote Device Support
- Screenshots
- iOS Screen Recording & Sharing
- macOS Screen Sharing
- Using Apple Remote Desktop or VNC Viewers
- Using MDM Remote Tools
- Assignment 5: macOS Finder UI Issues
UNIDAD 24 - Managed Apple Accounts · 4 leccionesUNIDAD 24 - Managed Apple Accounts
UNIDAD 24 - Managed Apple Accounts
- Introduction to Managed Apple Accounts
- Creating Managed Apple Accounts
- Supporting Managed Apple Accounts
- Supporting Managed Devices
UNIDAD 25 - Find My & Activation Lock · 2 leccionesUNIDAD 25 - Find My & Activation Lock
UNIDAD 25 - Find My & Activation Lock
- Using Find My & Lost Mode
- Managing Activation Lock
UNIDAD 26 - AppleCare Support · 2 leccionesUNIDAD 26 - AppleCare Support
UNIDAD 26 - AppleCare Support
- Viewing AppleCare Warranty & Support
- Scheduling an AppleCare Support Session
UNIDAD 27 - Next Steps · 4 leccionesUNIDAD 27 - Next Steps
UNIDAD 27 - Next Steps
- Course Wrap Up
- Apple Support Essentials - Final Exam
- Get Certified
- Bonus Lecture
Tu certificado lo emite la SEP, no solo una plataforma
Al demostrar la competencia recibes un certificado emitido por la Secretaría de Educación Pública a través del Gobierno del Estado de México: un documento oficial que puedes presentar con confianza ante cualquier empleador o institución.
Tu certificado con INEC
- Lo emite la Secretaría de Educación Pública (SEP), a través del Gobierno del Estado de México
- Documento oficial con folio verificable en línea
- Lo otorga la Universidad Tecnológica Fidel Velázquez
Otras plataformas en línea
- Constancia privada emitida por la misma plataforma
- Solo acredita horas cursadas o asistencia
- Sin respaldo de una autoridad educativa
Tu itinerario, de la inscripción al certificado
- 1
Inscripción con pago único
Pagas $2,800 MXN una sola vez y entras de inmediato al curso.
- 2
Estudias a tu ritmo
27 unidades con videos, lecturas y actividades, disponibles 24/7 durante 12 meses.
- 3
Cuestionarios por unidad
1 cuestionarios para comprobar lo aprendido.
- 4
Certificado
Emitido por la SEP a través del Gobierno del Estado de México, con folio verificable.
Un certificado oficial de la SEP
Muestra · verificable por folio y QR
- Emitido por la Secretaría de Educación Pública (SEP), a través del Gobierno del Estado de México. No es una constancia privada: es un documento oficial, y ese respaldo marca la diferencia frente a otras plataformas en línea.
- Contenido impartido por Automata Technology.
- Folio y QR verificables para compartirlo con quien te contrate.
Empieza hoy, a tu ritmo
Un solo pago y acceso inmediato al curso completo durante 12 meses.
- 27 unidades · 114 lecciones · 60 h
- 12 meses de acceso
- 1 cuestionarios de evaluación
- Certificado emitido por la SEP (Gob. del Estado de México) con folio verificable
Sobre tu inscripción
¿Cómo es el pago?
Un solo pago de $2,800 MXN. No hay mensualidades ni cargos recurrentes.
¿Cuánto tiempo tengo acceso?
12 meses desde tu inscripción, 24/7, para avanzar a tu ritmo.
¿Quién imparte el contenido?
El curso es impartido por Automata Technology; INEC gestiona tu inscripción, evaluación y certificado.
¿Qué pasa cuando vence mi acceso?
Puedes renovar tu cuenta tú mismo desde la plataforma, sin trámites ni esperas.
