Getting to know the Cisco Certified Support Technician IT Support certification exam

Cisco, the worldwide leader in technology that powers the Internet, has partnered with Certiport to create the Cisco Certified Support Technician (CCST) certification program. We're excited to announce the launch of the Cisco Certified Support Technician IT Support certification, which joins the existing Cisco Certified Support Technician Cybersecurity and Networking certification exams. Dive into the new exam below.

What is the Cisco Certified Support Technician certification?

Comprised of three exams, the Cisco Certified Support Technician certification program was designed to validate work-ready skills and knowledge to help learners find a job in the field of IT support, networking, and cybersecurity.

Why create this certification?

The CCST certification exams were created by a team of subject-matter experts from diverse careers and industries (including Cisco employees, IT professionals, hiring managers, professors, teachers, and the experts at Certiport) to ensure the certification effectively bridges the gap between education and the skills and knowledge needed to succeed in the workplace. It helps prepare learners for high-demand roles in IT, including analysts, auditors, support specialists, and technicians.

What topics are covered in the CCST IT Support exam?

The IT Support certification covers six main topics, with coordinating sub-topics:

IT Support Job Tasks and Responsibilities

  • Define key help desk concepts.
  • Prepare documentation to summarize a customer interaction.
  • Describe the problem-solving process.

Hardware Issues

  • Demonstrate how to follow basic safety procedures.
  • Assist end users in using tools to locate information about their device.
  • Assist end users in locating, identifying, and understanding the characteristics of various ports and cables.
  • Identify, install, and upgrade various components in a desktop computer.
  • Investigate commonly encountered hardware issues.

Connectivity and resource access issues

  • Assist users with establishing access to network-based resources.
  • Troubleshoot common connectivity issues with peripherals.
  • Examine basic end-device connectivity to networks.

Operating system and application issues

  • Assist users in resolving Windows operating system and mobile device issues.
  • Assist users in resolving MacOS operating system issues.
  • Describe virtualization and cloud terminology.
  • Assist users in resolving common application issues.

Common threats and preventions

  • Identify threats to the end user, perform basic investigation, and escalate to the appropriate team.
  • Recognize how to avoid becoming a victim of social engineering attacks.
  • Recognize how company policies and confidentiality guidelines protect user data.

Job Tools

  • Use remote access software to connect to end-user devices and perform remote support tasks.
  • Use appropriate troubleshooting tools to research an issue and update internal documentation with findings.

What are the benefits of certifying?

In a world where competition for jobs, pay increases, and academic success continues to increase, the Cisco Certified Support Technician certifications offer hope because they are a credible, third-party assessment of a learner’s skill and knowledge of networking.

“These certifications can help candidates get their first job in the IT industry and really start their careers. Cisco Certified Support Technician certifications help establish a first step in the Cisco career certification program, and open doors for candidates’ IT careers,” explains Jaci Featherly, Cisco Global Certification Program Manager.

By earning a Cisco Certified Support Technician IT Support certification, students open career and additional learning opportunities. Students may choose to continue to advanced certifications, such as the Cisco Certified Network Associate certification and Cisco Professional certifications. They can also enter the workforce with greater confidence, prepared to succeed in roles such as help desk technicians, end user desktop support, and desktop technicians.

What are the prerequisites to certifying?

Learners who earn the CCST Networking certification should have completed at least 150 hours of instruction. No additional exam prerequisites are required to sit for the certification exam.

Is there courseware available for the exam?

Certiport has partnered with many curriculum providers to provide learning materials for each of the three CCST certification exams. By working with high quality curriculum producers, Certiport can help supplement the learner experience in the classroom. The CCST IT Support exam currently has learning material available through our partners, CCI Learning and Networking Academy, with more coming soon from LearnKey and BrainBuffet. Learn more about curriculum options for your classroom here.

Are there practice tests available for the exam?

Yes. Certiport offers CertPREP Practice Tests, powered by GMetrix, that will prepare students for their CCST IT Support certification exam (and is also available for the other CCST certification exams). You can get more details about Cisco Certified Support Technician practice tests here.

Have additional questions about the certification program? Reach out to your Certiport Territory Manager here or get more details here.