Mastering Professional Communication and Conduct: Real-World Skills for CompTIA A+ Core 2 Success

So, whenever folks think about IT support, they usually picture someone hunched over a keyboard in some dark, cramped room, quietly wrestling with computer problems all alone, right? But honestly, after spending sixteen years bouncing from walk-up help desks to massive global service centers, let me let you in on something: IT support isn’t really about the gadgets or fancy troubleshooting. Honestly, working in IT support is really about people, not just computers. If you can’t build trust, talk to folks in a way that makes sense to them, and show up with your best attitude, you’re missing half the job—even if you know every shortcut in Windows. Each ticket, phone call, or chat that lands on your plate isn’t just another thing to check off the list. It’s your chance to really make somebody’s day better, build a bit of trust, and leave things in your organization just that much smoother than before. If you want to knock the CompTIA A+ Core 2 (220-1102) exam out of the park—and actually enjoy being an IT support pro—getting a handle on good communication and professionalism isn’t just helpful, it’s absolutely essential. There’s just no getting around that.

Picture this guide like your own GPS for the road ahead—real directions, not just theory. We’re gonna get our hands dirty here—talking real-world communication tips, what it actually looks like to be professional (not just pretend), how to crush your documentation, when to hand things off to someone else, and what change management looks like in real life. Plus, I’ll throw in some everyday scenarios you’ll definitely bump into, sooner or later. I’m going to pass along some of my favorite scripts, the checklists that have saved my hide plenty of times, hands-on technical examples, and a bunch of practical lessons I’ve picked up teaching and coaching hundreds of other tech folks. By the end, not only will you have what you need to pass the exam, but you’ll also have the kind of street smarts and real-world experience that separates a true pro from someone just going through the motions.

Why Communication and Professionalism Drive IT Support Success

In my first month on the help desk, I handled a call from a senior VP who’d lost a presentation. I fixed the problem quickly but rattled off steps without empathy. The result? A complaint about my “attitude.” That moment was a total wake-up call for me—I realized fixing computers is only half the battle. Let me tell you, after years on the job, I’ve realized it doesn’t matter how fast you can fix a computer if people feel like you just steamrolled right over them. If you don’t slow down, treat them like actual humans, and show a little patience, nobody really cares what you fixed—they just remember if you made them feel important or if you made them feel like just another problem in your queue. Miss this piece, and you’re honestly leaving out one of the most important parts of IT support. I see it all the time with folks just getting started—they think it’s all about the technical stuff, but this is the bit that sneaks up and trips people when they least expect it. A lot of people who are new to IT don’t even see the warning signs until everything’s already off the rails—and by that point, you’re not fixing, you’re doing major cleanup!

That’s why CompTIA A+ Core 2 (220-1102) emphasizes these topics:

• 4.2: Use proper communication techniques and professionalism
• 4.3: Explain the importance of documentation and support systems
• 4.4: Implement basic change management best practices

But let’s be honest—what does that actually look like when you’re in the hot seat, headset on, and a real user with a real issue is waiting for you to work some magic? So, here’s what you really want to get comfortable with if you want to survive—and thrive—on the job:

• First off, talk to people so it actually makes sense, and do it calmly and respectfully—it seriously doesn’t matter if you’re dealing with a seasoned tech or someone on the edge because nothing’s working for them right now.
• Always keep solid notes for every single problem, and be sure you’re writing out what you actually did to get things back up and running. Trust me, you (or the poor soul covering for you) will be digging through old tickets months later, trying to remember, ‘Hang on, how did we fix that thing again?’
• Figure out how to pass things along or bump up a problem without dropping the ball—users should always feel like they’re in good hands and never left wondering what’s going on.
• Stick to the privacy stuff, the legal must-dos, and all those company policies—even when you’re tempted to take a shortcut, don’t do it. That stuff’s there for a reason.
• You’re bound to meet every sort of person—some know this stuff inside out, while for others, using a computer feels like learning a second language. Heck, I’ve worked with people who call the mouse ‘that clicky thing’! You really have to think on your feet in this line of work—seriously, there’s no telling what kind of off-the-wall question or totally unexpected situation will land in your lap next! Some days you’re spelling things out step by step, almost like walking your grandma through her new phone, and other times you’re nerding out with the department’s tech pro about the nitty-gritty details. Honestly, you get a real grab bag of challenges, so you’ve gotta be able to shift gears in a heartbeat. You honestly have no clue who you’ll get next—every call is a surprise. The main thing? Make sure folks leave the conversation less confused, not more.

Alright, let’s jump in—here’s what I keep in my own real-world IT support toolkit when it comes to talking with users and actually getting things done.

Active Listening

It’s way too easy to leap right into troubleshooting the second you hear a problem—but honestly, that’s a great way to miss something important or just spin your wheels. Active listening means:

• Letting the user fully explain the problem—don’t interrupt
• It can honestly work wonders if you repeat back what the user just told you—something like, 'So just to be sure, each time you open Outlook, your laptop locks up?'
• And don’t forget to throw in those clarifying questions—something as simple as, ‘Can you show me exactly what you did right before it went sideways?’ might get you the key detail you’d have totally missed otherwise. Seriously, sometimes all it takes is a quick, ‘Did anything weird happen just before your screen went black?’—that one question can help everything else fall into place.
• Even just saying something like, ‘Go ahead, I’m listening,’ or ‘Anything else come up?’ really shows the other person that you’re actually present and paying attention, whether you’re face-to-face, on the phone, or typing in chat.

Honestly, I’ve found it’s patience and a little empathy that truly set the rockstar support folks apart from the average ones. It’s a total game-changer.

Let’s face it—technology can be straight-up scary for a lot of folks. The trick is making sure people can tell you get why they’re frustrated or stressed. That’s half the battle right there:

• You can say something like, 'That sounds super frustrating,' and believe me—even little comments like that make people feel way better right away. And toss in a little reassurance—just a quick, 'Hey, we’re in this together. We’ll get this figured out together—no need to feel stuck.' Just saying that can really help someone breathe easier.
• Let them know they’re not the only ones—'Honestly, lots of folks have hit this same snag before.' Happens more often than you’d think.' I've lost track of how many times I've watched the same weird glitch rear its head again and again. Trust me, that sort of thing pops up all the time—honestly, it’s just what you sign up for in this line of work.
• When someone seems like they’re on the verge of launching their laptop out the window, that’s your cue to hit pause—take a breath, ease up a little, and let them set the pace for a bit. If you try to rush when someone’s already upset, you’re basically throwing fuel on the fire—it never ends well. Even just showing a tiny bit more patience in those moments can totally turn things around for folks.

Just drop the tech-speak for a moment—what you really need to do is turn all that complicated ‘geek talk’ into simple, everyday language anyone can actually understand:

Stick to regular language and throw in a good analogy if you can—it really helps things click.

Instead of: “Your SSO handshake failed due to a corrupted local profile.”
Try: “Your computer isn’t loading your account correctly, so you can’t log in. And honestly, if you just toss in a, 'Hey, don’t stress—we’ll sort this out together,' people relax right away.

And always check in—'Is that clear? Need me to explain it another way or break it down more?' Want me to put it another way?'

How You Reach Out Matters—Pick the Right Tool for the Job!

• Phone: Speak clearly, repeat key info, confirm actions out loud.
• Email: Use a professional greeting, brief explanations, bullet points for steps, and a courteous closing. Honestly, do yourself a favor—leave out the hardcore tech terms in your emails. It just confuses people. Before you send anything, take a second and think—if my neighbor who knows nothing about computers read this, would they follow it? What seems obvious to you could sound like Martian to someone who’s not in IT, so put yourself in their shoes and reread what you wrote before sending.
• Chat (e.g., Teams, Slack): Stay concise, use proper grammar, avoid emojis for critical updates. Tag users and channels as needed.
• Video: Maintain eye contact, check background, and use screen sharing responsibly (always ask before taking control).
• In-Person: Mind your body language—open posture, friendly facial expressions, and avoid hovering over seated users.

Ensuring Everyone Gets Support—Accessibility Is a Big Deal

Your job is to help everyone, no matter their abilities:

• Use accessible language—avoid complex sentences if not needed
• If someone asks for step-by-step written instructions, bigger text, or even a quick screen share, just say, ‘You got it!’ and do what you can—no big deal, no stress.
• Take a little time to mess around with screen readers or voice controls before someone needs them—believe me, you do not want to be scrambling to figure it out at the exact moment someone’s counting on you.

It’s amazing, but sometimes just your posture or your expression does more talking than any words ever could. That stuff can speak even louder. Sometimes, your posture or a quick smile will say more than a whole paragraph of technical explanations!

• So, relax a bit—look open and friendly. If you come across like you’re bored or just wish you were anywhere else, people spot it right away—especially on those days when they’re already stressed or frustrated.
• Oh, and before your webcam turns on, maybe take a second to sweep any mess or last night’s pizza box out of view—nobody wants their laundry pile getting more attention than the support call. And seriously, check your lighting—if you’re sitting in the dark or have light behind you, you wind up looking like a mystery guest on a crime show, and that’s the last vibe you want. Unless you’re purposely trying to look like you’re swapping ghost stories by the campfire, just turn on a light or two so folks can actually see you.
• Even if it’s only your voice they’re hearing, people can instantly sense your mood—if you sound upbeat and confident, it helps them feel like everything’s going to be okay. Honestly, even tiny changes in your tone or how you move can make a huge difference in how people feel about your support. Folks catch onto them fast—tiny changes make a big difference in how your help comes across.

Let’s unpack what real professionalism looks like in the trenches—how you show up each day, make smart calls, and keep everyone’s info safe and sound.

Here’s What Really Matters

• Respect: Treat every user with dignity, regardless of skill or title
• Accountability: Own your work—admit mistakes and learn from them
• Reliability: Meet commitments on callbacks, updates, and ticket follow-ups
• Confidentiality: Only access or share sensitive info as necessary and per policy
• Adaptability: Every user and ticket is unique—stay flexible

Keeping Things Secure—Privacy, Security, and Playing by the Rules

Let’s be real: privacy and security policies aren’t just paperwork—sometimes your job (and the company’s whole reputation) is riding on you doing things right. Common frameworks you may encounter:

• HIPAA: U.S. health information privacy law (applies to healthcare organizations)
• GDPR: European Union data privacy regulation (applies to organizations handling EU resident data)
• Company Policies: Always follow your organization’s rules for handling, storing, and discussing sensitive data

Best practices:

• Never access files, emails, or data unless necessary and authorized
• Seriously—never, ever write down someone’s password or personal info in a ticket or an email. That’s a hard no.
• If you absolutely have to reference something private, put '[REDACTED]' in the notes—better safe than sorry!
• If you ever get asked—by anyone, even your boss—to do something that feels off (like digging through someone’s private emails), hit pause and check with HR or legal before doing a thing. Honestly, taking a minute now to double-check will save you a world of trouble down the road.

Never drop your guard—double check you’re talking to the right person before you touch anyone’s account or remote into their computer. If you blow off that ID check, you’re just asking for a headache down the road—nothing gets you in trouble faster than helping the wrong person with the wrong account.

• Anytime you’re about to reset a password or unlock an account, slow down and check—then check again—that you’re helping the person you actually think you are. For real, make a habit out of it. Whatever your company’s ID process is—maybe calling their desk or asking for a badge number—just stick to it and never take shortcuts when it comes to making sure people are who they say they are. Honestly, being a bit too careful now is way less painful than trying to untangle a giant mess later on.
• And just a heads up—before you go remote into someone’s machine, let them know and wait for their okay. You do not want to be the surprise ghost moving their mouse! Stick to the remote tools your company signs off on—this isn’t the moment to experiment with a sketchy app just because it sounds quick.
• When you wrap up a remote support session, log out and fully close everything—if you forget, you’re basically giving problems an open door.

What really matters is helping everyone feel like they belong—and honestly, the best part of this job is meeting people from every background you can imagine. It keeps things interesting!

• Pay attention to what name folks like to use—whether it’s a nickname, full name, or certain pronouns. Little things like that can make a world of difference to someone, so it’s worth the effort. That actually matters, so don’t gloss over it—show you care enough to get it right. And hey, if you’re ever in doubt about someone’s name, just use their full name until they tell you otherwise—better to be careful than to guess wrong. Way better to default to formal than to take a wild guess and get it wrong.
• Don’t forget, people describe issues and ask for help in a million different ways—no two users are ever alike. Try to meet people where they’re at, and never just guess what they know—ask and be flexible.
• And seriously, never assume how much (or how little) someone gets when it comes to computers—it’s better to ask first than to guess wrong.

Documentation: The Backbone of IT Support

Why Good Documentation Will Save Your Bacon

My number one rule? If you’re not jotting down what you did, honestly, it’s like it never even happened—good luck remembering the details later! Keeping good notes isn’t just some annoying part of the job—writing things down means the next person (or future you) doesn’t have to play detective, your coworkers know what’s already been tried, and you’ve got your own back if someone wants to know what happened. Seriously, when you’re looking at that ticket a month later, you’ll be so glad you took five extra seconds to write it all out. Major ITSM frameworks like ITIL (Information Technology Infrastructure Library) standardize these practices across organizations.

Key Documentation Practices

• Spell things out clearly and avoid the fluff—something like, 'User got error 1326 in Outlook; checked their login, then reset password.'
• Make sure to write down what broke, when it broke, who was involved, everything you tried to get it working again, and, of course, how you finally fixed it.
• When you update a ticket, just stick with the facts—save the funny stories or casual comments for a chat with your team, not your official notes. Keep your notes tidy and professional.
• Know your company’s policies on how long you should keep ticket records and who’s allowed to see them—just follow the rules.
• Update your tickets as things happen—trust me, don’t save it for the end of your shift when everything’s a blur and you just want to go home.
• For anything sensitive (like a possible security mess), mark those tickets 'confidential' according to your incident plan.

Ticketing Systems: Platform Walkthroughs

ServiceNow Example:

1. Click “Create New Incident”
2. Don’t skip the required stuff—pop in the user’s name, a quick summary, the right category and subcategory (like Software > Email), and how urgent it is.
3. Document issue details in “Description”
4. Log actions in “Work Notes” (internal) and “Additional Comments” (visible to user)
5. If you’ve got screenshots or log files, go ahead and attach them—it saves a ton of back-and-forth later.
6. Change status as you progress (e.g., “In Progress”, “Awaiting User Info”, “Resolved”)

Zendesk Example:

1. Open “New Ticket”
2. Pop in the user’s name and email, a clear subject line, and a good description of what’s wrong
3. Add easy-to-understand tags like 'VPN' or 'password reset' so whoever picks up the ticket next can spot it right away—no need to go digging.
4. Use macros for common responses (e.g., step-by-step password reset instructions)
5. Link related tickets if this is a recurring problem

Jira Example:

1. Select “Create Issue”
2. Choose issue type: Incident, Request, or Change
3. Complete summary, description, and affected components
4. Assign to appropriate tech/team; transition status as defined by workflow

Sample Ticket Entry

Ticket #: 4567 User: Sam Patel, Marketing Contact Info: Ext. Contact: x3456, sam.patel@example.com Time Opened: June 12, 2024, 9:15am Issue: HP LaserJet on Floor 4 says 'Paper Jam,' won’t print a thing. Error “Paper Jam.” Actions: Checked printer—paper jam in tray 2. Cleared jam, ran test page—successful. Resolution: User confirmed working. Advised on proper paper loading. Status: Closed Tech: JMC

Documenting Change Management

Change management ensures important modifications (like software updates or network changes) are tracked, reviewed, and reversible. ITIL and many organizations require this for stability and compliance.

Change Request Number: CR-2024-0032 Requested By: Alex Kim Request Submitted: June 15, 2024 Change Type: Scheduled software update on payroll servers What’s Changing: We’re bumping the payroll app up to version 4.2 to patch some security holes. How Risky: Medium risk—expect maybe 15 minutes of downtime. Who Gave the Okay: Got sign-off from both the IT manager and the HR lead. Plan: We’ll roll out the update after hours (shooting for about 8pm), test logins right after, and keep an eye out for anything odd. Backup plan: If anything goes sideways, we’ll just bring everything back to the last working version from backup. Status: Good to go—scheduled for June 18, 8pm.

Measuring What Matters—How We Know Support Is Working

• First Call Resolution (FCR): % of tickets resolved on first contact
• Mean Time to Resolution (MTTR): Average time to close tickets
• Service Level Agreement (SLA) Compliance: % of tickets resolved within agreed timeframes
• Customer Satisfaction (CSAT): User ratings after support interactions

Pro Tip: Using templates, macros, and automation in your ticketing system not only saves time but also improves consistency—and helps you meet or beat your SLAs.

Escalation: When It’s Time to Call in Reinforcements (or Hand the Ticket to the Experts)

Types of Escalation

• Functional Escalation: Handoff to a more skilled technician or specialist team (e.g., network admin, security team)
• Hierarchical Escalation: Notify management or higher authority (e.g., persistent customer issues, policy violations, legal/compliance needs)

How do you know when it’s time to hand things off or call for extra help?

• If you’re up against something that’s totally above your pay grade—like an outage hitting everyone, or a possible security disaster—don’t wait. Get help right away!
• All standard troubleshooting steps exhausted
• SLA at risk of being breached
• User requests escalation
• Potential privacy or legal concern identified

Escalation Checklist

[ ] Write down every step you tried to fix the issue [ ] Attach any ticket numbers, user details, and those all-important error logs or screenshots [ ] Spell out why it’s urgent or how it’s impacting the business [ ] Mark as confidential if security or privacy is involved [ ] Notify the receiving team/person directly (not just by reassigning the ticket) [ ] Update the user on next steps and timeline

Example Escalation Note

Escalation To: Security Team Ticket #: 7890 Summary: Multiple failed login attempts for user (Lisa Chen, Finance), account auto-locked. User did not initiate these logins—possible compromise. What I Did: Unlocked the account, reset the password, and let the user know to keep an eye out for anything fishy. No additional suspicious logins observed. Attachments: Security event log screenshot Status: Awaiting investigation User Contact: Lisa, x1234, 9am-5pm

Escalation Decision Matrix

Security & Privacy—How to Not Be That Person Who Messes it Up

• Whatever you do, never write passwords, Social Security numbers, or personal data right in the ticket description.
• If your screenshot or log has sensitive stuff, use [REDACTED] or blur it out before attaching.
• Only send or store confidential docs the safe way—use encrypted email or whatever secure system your company set up.
• If it’s a security ticket, stick to the incident response plan—no freelancing or shortcuts.
• Report privacy or security breaches immediately—do not attempt to “fix quietly”

Optimizing Support: Tools, Automation, and Integration

Ticketing System Tips

• Use macros or canned responses for common issues (e.g., password resets, printer setup)
• Set up rules so urgent or tricky tickets get routed straight to the right team—like any ticket mentioning 'phishing' goes right to your security squad.
• Leverage knowledge base articles—link them in ticket updates to empower users
• Hook your ticketing system up with Teams or Slack so everyone gets the latest ticket updates as they happen.

Workflow Automation Example

In ServiceNow: - If ticket priority = “Critical”, auto-notify on-call team via Teams - If ticket type = “Security Incident”, auto-set “Confidential” flag and notify Security Group

Cross-Platform Integration

• If you use both ServiceNow and Jira, set them up to sync tickets automatically—makes bug tracking and dev handoffs so much smoother.
• Get real-time pings in Teams or Slack whenever a high-priority ticket lands.
• And hey, if you’ve got the right permissions, those API integrations can make handing off to other systems a total breeze. Just loop in your admin for the nitty-gritty setup.

How to Get Back on Track When Communication Goes Off the Rails

Diagnostic Flow

1. Check for language or technical barriers—simplify language or use visuals
2. Ask the user to summarize their understanding
3. Restate instructions, use analogies, or provide written steps/screenshots
4. If remote, use screen sharing or remote desktop (with permission)
5. If stuck, escalate to another team member or specialist

Common Scenarios and Scripts

• Irate User: “I understand this is frustrating. Let’s work together to resolve it.”
• Non-Technical User: “I’ll guide you one step at a time. If anything’s unclear, let me know.”
• Language Barrier: “Would it help to see written instructions or screenshots?”
• Unclear Request: “Just to be sure I understand, can you describe what you’re seeing on your screen?”

Change Management: Practical Guide

Best Practices

• Don’t forget—any time you’re making a planned change, fill out the change request form first.
• Take a minute to think through the risks, how it’ll affect folks, and who needs to give the green light.
• Try to plan your changes for after hours so you don’t mess with everyone’s workday.
• Communicate planned downtime to affected users
• Always document rollback steps in case something goes wrong

Sample Change Log Entry

Change #: CHG-2024-0113 Requested By: Taylor Song Change Being Made: Rolling out a firmware update for all our WiFi access points Scheduled For: June 20, 2024, at 11 PM Risk Level: Low—we already tested it out in the lab and it looked good Approval: Network Manager Implementation: Push firmware via controller, verify device status Rollback: Revert to previous firmware if issues detected Status: Scheduled

Lab: Creating and Documenting a Ticket (Zendesk Example)

1. Open “New Ticket” and enter user details
2. Subject: “Cannot access VPN—Error 789”
3. Description: “User (Erik Lee, Sales) reports inability to connect to VPN from home. Error 789. Internet connectivity confirmed. VPN client restarted, issue persists.”
4. Action: Attach VPN logs, set priority to “High”
5. Resolution: “Escalated to network team after troubleshooting. Notified user of next steps.”
6. Status: “Pending—network team investigation”

Quick Reference: Do’s and Don’ts

Exam Preparation: CompTIA A+ Core 2 (220-1102)

How to Approach Professional Communication and Documentation Topics

• Expect scenario-based questions describing user interactions—choose responses that show empathy, clear communication, and policy compliance
• Be prepared for performance-based items: documenting a ticket, writing an escalation note, or choosing the correct communication method for a scenario
• Understand what information is required for escalation, documentation, and change management—practice with the templates above
• Review privacy and legal compliance topics—know what you can/cannot document or discuss

Exam Objective Mapping

Sample Exam Questions

1. Scenario: A user emails, “My laptop keeps crashing, and the last tech just told me to reboot. I need this fixed now!”
   What’s the best first response?
   A) “We told you to reboot for a reason.”
   B) “I apologize for the repeated issue. Let’s get more details so we can solve this for you.”
   C) “Try rebooting again. If that fails, call us.”
   D) “This isn’t urgent; we’ll get to it.”
   Correct: B
2. Which information should you never include in ticket documentation?
   A) User’s job title
   B) Error codes
   C) User’s password
   D) Steps taken to resolve the issue
   Correct: C
3. When should you escalate a support ticket?
   A) After 15 minutes, regardless of progress
   B) If you lack knowledge or authority to resolve
   C) Only if the user demands
   D) Never, handle everything yourself
   Correct: B
4. A change request log must include:
   A) Only the change description
   B) Description, risk, approval, plan, rollback, and status
   C) User’s private data
   D) Only approval signature
   Correct: B

Performance-Based Task Example

Task: Enter the following ticket in a mock ITSM interface:

User: Maria Gomez, HR Issue: Cannot access HR portal, error “403 Forbidden” Actions: Checked permissions, reset password, issue persists. Escalated to web admin. Attachments: Screenshot of error Status: Awaiting web admin response

Tip: Practice using ticketing tools (even free trials or screenshots) to get comfortable with real-world fields and workflows.

Exam Tips and Common Pitfalls

• Don’t skip documentation steps—always record what you did and the outcome
• Never use jargon or slang in user-facing communications
• Always verify identity before account changes
• Prioritize privacy—don’t store or transmit sensitive data unnecessarily
• Escalate promptly when you’re out of your depth or policy requires it

Exam vs. Real World Table

Conclusion: Put It All Together

Passing CompTIA A+ Core 2 is about more than technical memorization—it’s about demonstrating you can be the steady, clear, and trustworthy presence users need when things go wrong. The scenarios on communication, documentation, and professionalism aren’t just “soft skills”—they’re the foundation of real IT support.

• Practice active listening, empathy, and plain language in every interaction
• Document thoroughly, protect privacy, and follow escalation protocols
• Leverage your ticketing tools, templates, and automations for efficiency
• Adapt to user needs, accessibility requirements, and cultural differences

Most importantly—keep learning, practicing, and seeking feedback. Whether you’re logging your first ticket or leading a support team, these skills will serve you throughout your IT career.

About the Author

Jordan M. Carter is a Lead IT Service Desk Trainer and Knowledge Manager with sixteen years’ experience in IT support, help desk operations, and CompTIA/ITIL training. Known for clear, practical, and empathetic mentorship, Jordan has guided hundreds of aspiring techs to certification and real-world confidence.

Downloadable Resources

• Professional Communication Checklist (includes step-by-step reminders for active listening, empathy, and clear language)
• Documentation Do’s and Don’ts (summarizes best practices and common pitfalls in IT ticketing)
• Sample Ticket and Change Management Templates (provides ready-to-use formats for incident and change documentation)

Keep these handy for daily reference or exam prep—they’ve helped me and my teams maintain high standards and consistency.

If you’re prepping for your A+ Core 2 or starting out in IT support, bookmark this guide, use the templates, and reach out to mentors or peers for help. You’ve got this!