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CompTIA A+ Guide to IT Technical Support, 12th Edition

Jean Andrews, Joy Dark Shelton, Pamela Claire Schmelz, Walter Jaqua, Jr.

  • Copyright 2027
  • {{checkPublicationMessage('Available 11 May 2026', '2026-05-11T00:00:00+0000')}}
Starting At $117.95 See pricing and ISBN options
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CompTIA A+ Guide to IT Technical Support 12th Edition by Jean Andrews/Joy Dark Shelton/Pamela Claire Schmelz/Walter Jaqua, Jr.
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Overview

Andrews/Shelton/Schmelz/Jaqua Jr.'s "CompTIA A+ Guide to IT Technical Support," 12th Edition, brings clarity to IT fundamentals and skills needed for support roles. Its visual, step-by-step approach uses CompTIA A+ Exam objectives to train learners to diagnose, install, maintain, troubleshoot and network computer hardware and software to sharpen communication skills and deliver clear, confident, customer-first support. Core and advanced topics are blended to emphasize the application of skills across Windows 10/11, macOS, Linux, mobile devices, cloud, virtualization, scripting, security, Active Directory and AI. Lab manuals, interactive simulations, live virtual machine labs and auto-graded MindTap activities let students test ideas, solve problems and sharpen skills as they build competence toward success on the 220 1201/1202 exams and excel as IT technicians or administrators.

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Meet the Authors

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Jean Andrews

Jean Andrews has more than 30 years of experience in the computer industry as well as more than 13 years of teaching in the college classroom. She has worked in a variety of businesses where she's designed, written, and supported application software. She has also managed a computer repair help desk and handled troubleshooting for wide area networks. Ms. Andrews has written numerous books on software, hardware and the Internet. In addition to this bestselling A+ GUIDE TO IT TECHNICAL SUPPORT, she's written the A+ GUIDE TO HARDWARE: MANAGING, MAINTAINING AND TROUBLESHOOTING. She lives in north Georgia.

Joy Dark Shelton

Joy Dark Shelton has worked in the IT field as a help-desk technician providing first-level support for a company with presence in 29 states. She has also worked as a second-tier technician in healthcare IT and as an operations specialist designing support protocols and structures, where her CompTIA A+ and HIT certifications have been particularly useful. As an instructor, Ms. Shelton has taught online IT and has taught English as a second language in the United States and South America. She has helped write several successful technical textbooks with Ms. Andrews. Ms. Shelton lives in northwest Georgia with her two daughters and pet Doberman.

Pamela Claire Schmelz

Walter Jaqua, Jr.

Features

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  • REALISTIC HARDWARE SIMULATIONS IN MINDTAP pull students into photo-rich, lifelike hardware scenarios that make tough concepts click and deliver a dynamic, learn-by-doing virtual experience.
  • LIVE VIRTUAL LABS' PROPRIETARY GRADING ENGINE assesses what students do inside live virtual machines as they advance through discovery-driven IT scenarios -- guided to advanced to expert -- delivering authentic skills assessment.
  • RECORD YOURSELF SCENARIO PRACTICE places students in realistic IT professional situations, prompting them to record responses that build real‑world employability skills, with an AI coach providing instant feedback for continuous improvement.
  • DISCUSSION ACTIVITIES prompt students to read articles, watch videos or podcasts and join peer conversations -- helping them stay current with IT trends while engaging in meaningful discussion.
  • LET’S GET REAL, a new section at the start of each chapter, highlights the importance of the material -- often through the authors’ personal insights -- and frames it as essential tools and knowledge for an IT technician’s toolbox.
  • LEARN WITH AI is a new chapter element that directs students to an AI assistant, such as Copilot or ChatGPT, to explore topics further or practice content just learned.
  • NEW CONTENT ALIGNS WITH COMPTIA CORE 1 AND CORE 2 EXAM UPDATES, including expanded hardware topics (new display attributes, RAID 6, energy efficiency ratings), enhanced coverage of cloud productivity tools, WiFi, security, backups, professionalism and troubleshooting, plus dedicated content on Linux, scripting and AI.
  • CONTENT MAPS TO THE LATEST COMPTIA A+ CORE 1 AND CORE 2 EXAMS, with chapters focused on Windows 11 and supporting Windows 10 mirror the approach used on the A+ Core 2 exam.

Table of Contents

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CORE 1.
Module 1. Taking a Computer Apart and Putting It Back Together.
Module 2. All About Motherboards.
Module 3. Supporting Processors and Upgrading Memory.
Module 4. Power Supplies and Troubleshooting Computer Problems.
Module 5. Hard Drives and Other Storage Devices.
Module 6. Supporting I/O Devices.
Module 7. Networking Fundamentals.
Module 8. Network Infrastructure and Cloud Computing.
Module 9. Supporting Mobile Devices.
Module 10. Supporting Printers.
CORE 2.
Module 11. The Complex World of IT Professionals.
Module 12. Installing Windows.
Module 13. Maintaining Windows.
Module 14. Troubleshooting Windows After Startup.
Module 15. Troubleshooting Windows Startup.
Module 16. Security Strategies.
Module 17. Securing and Sharing Windows Resources.
Module 18. Mobile Device Security.
Module 19. Network Security and Troubleshooting.
Module 20. Supporting MacOS.
Module 21. Linux, Scripting, and AI.
Appendix A. Safety Procedures and Environmental Concerns.
Appendix B. Entry Points for Windows Startup Processes.
Appendix C. CompTIA A+ Acronyms.

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  • ISBN-10: 8214409667
  • ISBN-13: 9798214409665
  • RETAIL $117.95
Instructor Next Steps
Students: Buy now