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IT Support & Cloud Technician – AI Enabled

Prepare for entry-level IT support, cloud support, Microsoft 365, cybersecurity fundamentals, and AI-assisted troubleshooting roles.

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Program Code
ACO-ITC-AI-1040
Program Length
52 Weeks (1,040 Hours)
Delivery Format
Fully Online with Virtual Labs and Internship
Outline
View Outline
Program Overview

About the Program

This career pathway prepares learners for technical support and junior cloud-support roles in modern business environments. It is designed for career changers, returners, and self-taught learners who need structured training, lab practice, and job-ready documentation. Students learn computer systems, operating systems, service-desk communication, networking, cloud fundamentals, Microsoft 365 administration, cybersecurity basics, and AI-assisted troubleshooting methods.

The program emphasizes hands-on labs, support tickets, documentation, practical troubleshooting, cloud administration tasks, and a final technology portfolio.

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About the Program
Curriculum Details

Course Information

Program Highlights

52-week IT career pathway
1,040 total instructional and applied learning hours
Fully online learning model with practical lab work
Monthly intake structure
Virtual labs for operating systems, networking, cloud, Microsoft 365, and security basics
AI-assisted troubleshooting and IT workflow training
Internship or structured work-integrated project component
Career preparation for help desk, desktop support, service desk, and cloud support roles

Learning Objectives

Install, configure, and support common operating systems and business applications
Troubleshoot hardware, software, connectivity, identity, and user-access issues
Apply service desk communication, ticketing, escalation, and documentation practices
Explain networking fundamentals used in support and cloud environments
Support Microsoft 365 and cloud-based workplace services
Apply cybersecurity fundamentals for endpoint, identity, data, and user awareness
Use AI tools responsibly for troubleshooting, documentation, scripts, and knowledge-base support
Build a portfolio of labs, ticket examples, procedures, and project documentation

AI Skills Section

AI-assisted ticket triage and troubleshooting checklists
Knowledge-base article drafting and support documentation
Command, script, and configuration explanation with human verification
AI workflows for incident notes, escalation summaries, and root-cause analysis
Responsible AI use for privacy, cybersecurity, accuracy, and professional accountability

Internship & Work-Integrated Learning

Students complete an internship or structured work-integrated learning project designed to connect classroom
learning with practical workplace deliverables. The internship component may include supervised workplace
exposure, project-based assignments, employer-style documentation, professional reflection, and a final portfolio submission.
Recommended website wording: internship availability and placement conditions should be confirmed during admissions.
Suggested deliverables: workplace project brief, weekly activity log, supervisor or advisor feedback, final reflection, and portfolio evidence.
Suggested compliance note: internship arrangements may vary by employer availability, learner eligibility, location, and institutional policy.

1 Admission Requirements

Ontario Secondary School Diploma or equivalent, or mature-student status where permitted
English-language ability sufficient for technical reading, writing, ticket documentation, and workplace communication
Basic computer literacy, internet access, and ability to use email, documents, spreadsheets, and video meetings
Access to a suitable computer for online learning and virtual lab participation
Government-issued identification and admissions documentation as required by the admitting institution
Interview or admissions assessment may be used to confirm readiness and career fit

Curriculum

Course Outline

Code Course Title Details
ITC101 Computer Hardware, Software and Operating Systems Core Curriculum
ITC102 Technical Support, Service Desk and IT Communication Core Curriculum
ITC103 Windows Client Support and Endpoint Management Core Curriculum
ITC104 Networking Fundamentals for IT Support Core Curriculum
ITC105 Microsoft Office, Microsoft 365 and Digital Productivity Core Curriculum
ITC106 Cloud Computing Fundamentals Core Curriculum
ITC107 Microsoft Azure Core Services Core Curriculum
ITC108 Identity, Access and Microsoft 365 Administration Core Curriculum
ITC109 Cybersecurity Fundamentals for IT Support Core Curriculum
ITC110 AI for IT Operations, Troubleshooting and Documentation Core Curriculum
ITC111 Certification Preparation, Career Launch and Capstone Lab Career / Internship
ITC112 Internship / Work-Integrated Learning Project Career / Internship

Career Opportunities

  • Entry-level service desk or help desk position
  • Desktop support and endpoint support pathway
  • Microsoft 365 and cloud support pathway
  • Cybersecurity support foundation pathway
  • Progression toward systems administrator, cloud administrator, network support, or security operations roles with experience and certifications

Employment Opportunities

  • Help Desk Technician
  • IT Support Specialist
  • Service Desk Analyst
  • Desktop Support Technician
  • Cloud Support Associate
  • Microsoft 365 Support Technician
  • Endpoint Support Technician
  • Identity and Access Support Associate
  • Junior Systems Support Technician
  • Technical Support Representative

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Scholarship & Loan Information
Financial Assistance

Scholarship & Loan Information

Financial support options are available for qualified applicants. Students in British Columbia, Alberta, and Ontario may qualify for provincial student loans, grants, scholarships, and flexible repayment assistance plans.

Our financial coordinators assist with document preparation, application procedures, and evaluation of scholarship criteria to make education accessible.

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FAQ

Frequently Asked Questions

? Do students need a computer science degree?

No. The program is designed for learners seeking a structured entry point into IT support and cloud support.

? Is the program hands-on?

Yes. Students complete practical labs, ticket scenarios, documentation tasks, and applied troubleshooting
exercises.

? What cloud skills are included?

The pathway includes cloud fundamentals, Microsoft 365 support, identity and access basics, and Azure core
services.

? How is AI used in this program?

Students use AI to support troubleshooting, documentation, knowledge-base writing, ticket analysis, and
productivity while learning human-review standards.

? What roles can graduates target?

Graduates may target help desk, desktop support, service desk, Microsoft 365 support, and junior cloud support roles.

Download Program Brochure

Download the comprehensive IT Support & Cloud Technician – AI Enabled program guide to read full course listings, class times, and local campus information.

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