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The track for the people who actually pick up the ticket. Active Directory, ITSM workflows, remote support, and the dozen weird things that break on a Monday.
Each lesson is a 1-line briefing on what you'll practice. Read the briefing, then click Practice in terminal to drop into a real sandbox.
AD accounts, DNS, printer queues, profile caches. The first hour of every helpdesk shift lives here: walk the resolution chain, read the error, fix the cheapest thing first.
Bulk operations, ticket queue triage, MFA edge cases, phishing hand-off. You stop firefighting and start designing the runbook the L1s will follow next week.
MDM rollout, compliance/audit prep, executive escalation, site-wide image refresh. Decisions at this tier affect every laptop in the org for a year.
The graded assessment uses the same terminal sandbox as these lessons : only it scores you on accuracy, methodology, tool fluency, communication, and real-world fit.