{"title":"IT Support Field Kit","description":"\u003cp\u003ePrintable troubleshooting trees, process pages and incident forms for help desk, network teams and sysadmins. Instant PDF download in US Letter and A4.\u003c\/p\u003e","products":[{"product_id":"it-field-kit-complete","title":"IT Support Field Kit: The Complete System","description":"\u003cp\u003eSixty-seven printable pages for the person who keeps the machines running. A help desk working a queue, a network team, or one sysadmin who is all of IT.\u003c\/p\u003e\n\u003cp\u003eNine troubleshooting decision trees, each one question per step, each ending in the exact details to hand over when you escalate. Seven reference pages that answer the question in front of you rather than teaching the subject. Then everything around the fix: how a call is taken, how identity gets verified before a reset, how a major incident is declared and communicated, how a change is approved and rolled back, what gets written down about the estate, how a leaver's access comes off on the right day, and how whoever runs the desk reviews a ticket without making it personal.\u003c\/p\u003e\n\u003cp\u003eIt is paper on purpose. A paper form still works when the system you would have typed into is the thing that is down.\u003c\/p\u003e\n\u003ch3\u003eWHAT IS IN IT\u003c\/h3\u003e\n\u003cp\u003eModule 1, Decision Trees \u0026amp; Reference (16 pages). Nine trees covering the calls that actually come in, and seven reference pages: DNS, Wi-Fi, RAID and restores, certificates and TLS errors, Windows events and stop codes, Microsoft 365 and Entra ID, printing.\u003c\/p\u003e\n\u003cp\u003eModule 2, Intake \u0026amp; Process (7 pages). Phone and chat intake, verifying identity before a reset, priority and severity, response and resolution targets, the escalation matrix, closing a call, and writing a ticket someone else can pick up cold.\u003c\/p\u003e\n\u003cp\u003eModule 3, Incident \u0026amp; Change (10 pages). Declaring a major incident, role cards, a paper incident log, four ready-to-send communication templates, a blameless postmortem, five whys, change request and approval, the maintenance window checklist, and a rollback plan.\u003c\/p\u003e\n\u003cp\u003eModule 4, Asset \u0026amp; Infrastructure (11 pages). Naming conventions, asset inventory, loaner checkout, IP address and VLAN plans, a 42U rack elevation, patch panel and switch port maps, a host build sheet, licence renewals, and a dot grid with a symbol key so two people draw the network the same way.\u003c\/p\u003e\n\u003cp\u003eModule 5, Onboarding \u0026amp; Offboarding (5 pages). New hire checklist, equipment issue and return, access standards by role, deprovisioning in the order that actually protects you, and the internal transfer nobody treats as an access event.\u003c\/p\u003e\n\u003cp\u003eModule 6, Admin Routines (6 pages). The maintenance rhythm from daily to quarterly, a weekly checklist, patch tracker, backup verification and restore test log, certificate and domain expiry tracker, quarterly access review.\u003c\/p\u003e\n\u003cp\u003eModule 7, Team Lead Layer (7 pages). Shift coverage, a volume and FCR tracker with notes on reading it honestly, ticket quality review, one-to-ones, and runbook, knowledge base and SOP templates.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eOne PDF, 67 pages, with a contents page and continuous numbering.\u003c\/p\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content.\u003c\/p\u003e\n\u003cp\u003eUndated and unnumbered, so pages get reprinted rather than photocopied. Print one page or the whole binder, as often as you like.\u003c\/p\u003e\n\u003cp\u003ePrints clean in black and white on any office printer. The teal is decorative, never load-bearing.\u003c\/p\u003e\n\u003cp\u003eEvery future version included at no extra cost.\u003c\/p\u003e\n\u003ch3\u003eWHAT IT IS NOT\u003c\/h3\u003e\n\u003cp\u003eNot a certification study guide and not derived from any vendor's material. Written from scratch.\u003c\/p\u003e\n\u003cp\u003eNot a fill-in-the-blanks template pack with nothing in it. Deliberate blanks exist, in three places: your SLA targets, your site and role codes, and your access standards per role. Everything else is written.\u003c\/p\u003e\n\u003cp\u003eNot a credential store. Every page in the kit says the same thing: record where a credential lives, never the credential itself.\u003c\/p\u003e\n\u003ch3\u003eTHE TWO LICENCES\u003c\/h3\u003e\n\u003cp\u003eSingle user, $79. One person prints and uses the kit. Fine for a freelancer, a consultant, or one sysadmin.\u003c\/p\u003e\n\u003cp\u003eFacility, $449. One named site or organization. Print and distribute to everyone who works there, in any quantity, for as long as you need. The licence page inside the facility edition has fields for the organization, the location and the date, so the copy in the binder says who it belongs to.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Single User","offer_id":46183313277063,"sku":null,"price":79.0,"currency_code":"USD","in_stock":true},{"title":"Facility","offer_id":46183313309831,"sku":null,"price":449.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/cs-01-main.jpg?v=1791999820"},{"product_id":"it-field-kit-module-1","title":"Module 1: Decision Trees \u0026 Reference","description":"\u003cp\u003eNine troubleshooting decision trees and seven reference pages. Twenty printable pages for the calls that actually come in.\u003c\/p\u003e\n\u003cp\u003eEach tree asks one question you can answer in under a minute, tells you what to do when the answer is yes, and drops to the next question when it is no. Every tree ends the same way: the exact details to hand over when you escalate, so the next person does not start from nothing.\u003c\/p\u003e\n\u003cp\u003eThe nine trees: no network connection on a wired machine, connected but no internet, can't sign in, Outlook won't send or receive, VPN won't connect, Wi-Fi keeps dropping, printer offline, computer is slow, mapped drive or share missing.\u003c\/p\u003e\n\u003cp\u003eThe seven reference pages are deliberately not a textbook. Every row answers one question, which is what this means for the ticket in front of you right now: DNS records and what breaks without them, Wi-Fi standards and channels, RAID levels and restore testing, certificates and TLS errors, Windows events and stop codes, Microsoft 365 and Entra ID, and printing from the port through the driver to the spooler.\u003c\/p\u003e\n\u003cp\u003eNothing here is vendor-specific and none of it is drawn from certification material. It was written from scratch for people answering a phone.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46186013261959,"sku":null,"price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m1-01-main.jpg?v=1792021076"},{"product_id":"it-field-kit-module-2","title":"IT Support Field Kit Module 2: Intake \u0026 Process","description":"\u003cp\u003eThe process around the fix. Eleven printable pages covering what happens before you start troubleshooting and after you stop.\u003c\/p\u003e\n\u003cp\u003ePhone and chat intake, so the first ninety seconds capture what you will need two hours later. Verifying identity before a reset, which is the page worth laminating. Priority and severity set from impact and urgency rather than from who called. Response and resolution targets. The escalation matrix. Remote sessions and closing the call. And writing a ticket a colleague can pick up cold, which is the difference between a help desk and a group of people each holding their own work in their head.\u003c\/p\u003e\n\u003cp\u003eThree things on these pages are deliberately blank, because no two organizations answer them the same way: your real response and resolution targets, your covered hours and escalation teams, and your approved verification methods. Fill them in once, print, and they stop being a question anyone has to ask at 4pm on a Friday.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46186057040007,"sku":null,"price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m2-01-main.jpg?v=1792021552"},{"product_id":"it-field-kit-module-3","title":"IT Support Field Kit Module 3: Incident \u0026 Change","description":"\u003cp\u003eFor the two moments when improvising costs the most: something is down and everyone is watching, or you are about to change something that currently works. Fourteen printable pages for both.\u003c\/p\u003e\n\u003cp\u003eIncident pages: declaring a major incident, incident roles, a major incident log, communications templates, a blameless postmortem and a five whys worksheet. Change pages: change request, change risk and approval, maintenance window checklist and rollback plan.\u003c\/p\u003e\n\u003cp\u003ePrint the incident set ahead of time. A paper log still works when the system that is down is the one you would have written in.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46196288880775,"sku":"DP-FK-M3","price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m3-01-main.jpg?v=1792095202"},{"product_id":"it-field-kit-module-4","title":"IT Support Field Kit Module 4: Asset \u0026 Infrastructure","description":"\u003cp\u003eThe documentation you only find out is missing when you can't reach the system that would have told you. Fifteen printable pages.\u003c\/p\u003e\n\u003cp\u003eTwo pages to read: what to document before you need it, and a naming convention with blanks for your own site and role codes.\u003c\/p\u003e\n\u003cp\u003eNine to fill in: asset inventory, loaner and peripheral checkout, IP address plan, VLAN plan, 42U rack elevation, patch panel and switch port map, server and host build sheet, licence and renewal tracker, and a dot-grid network diagram with a symbol key.\u003c\/p\u003e\n\u003cp\u003ePrint the address plan and the rack elevation and keep them in the rack room.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46196289011847,"sku":"DP-FK-M4","price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m4-01-main.jpg?v=1792095203"},{"product_id":"it-field-kit-module-5","title":"IT Support Field Kit Module 5: Onboarding \u0026 Offboarding","description":"\u003cp\u003eStarting someone, moving someone, and the one everybody rushes: taking access away cleanly on the day it should go. Nine printable pages.\u003c\/p\u003e\n\u003cp\u003eA new hire IT checklist from confirmed start date to the week one follow-up. Equipment issue and return, signed both ways. Access standards by role, filled in once so onboarding stops being guesswork.\u003c\/p\u003e\n\u003cp\u003eOffboarding and deprovisioning in the right order: disable, revoke, capture, collect, reassign. And internal transfers, which are a leaver and a starter happening to the same person.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46196289536135,"sku":"DP-FK-M5","price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m5-01-main.jpg?v=1792095203"},{"product_id":"it-field-kit-module-6","title":"IT Support Field Kit Module 6: Admin Routines","description":"\u003cp\u003eThe checks that are quiet until they aren't. A rhythm means you find the problem on a Tuesday morning instead of during an outage. Ten printable pages.\u003c\/p\u003e\n\u003cp\u003eThe maintenance rhythm, daily through quarterly, with what you are looking for and why. A daily and weekly checklist, one sheet per week. A patch tracker by ring. Backup verification and a restore test log. A certificate and domain expiry tracker, including the internal ones nobody thinks about. And a quarterly access review.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46196290814087,"sku":"DP-FK-M6","price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m6-01-main.jpg?v=1792095203"},{"product_id":"it-field-kit-module-7","title":"IT Support Field Kit Module 7: Team Lead Layer","description":"\u003cp\u003eFor whoever is responsible for the queue rather than answering it. Eleven printable pages.\u003c\/p\u003e\n\u003cp\u003eShift schedule and coverage. A volume and first contact resolution tracker, with notes on reading the numbers honestly. A ticket quality review that scores the ticket, not the technician. A one-to-one template.\u003c\/p\u003e\n\u003cp\u003eAnd three templates that turn one person's knowledge into the team's: runbook, knowledge base article and standard operating procedure. When your best tech gives notice, this is the page you'll wish you had filled in.\u003c\/p\u003e\n\u003ch3\u003eWHAT YOU GET\u003c\/h3\u003e\n\u003cp\u003eUS Letter and A4, both files included, identical content. Undated and unnumbered, so pages get reprinted rather than photocopied. Prints clean in black and white. Every future version included at no extra cost.\u003c\/p\u003e\n\u003cp\u003eSingle-user licence: one person prints and uses it. For a site or a team, the Complete System is sold with a facility licence.\u003c\/p\u003e\n\u003ch3\u003ePART OF A SET\u003c\/h3\u003e\n\u003cp\u003eThis is one of seven modules. The Complete System collects all seven in a single 67-page PDF with continuous numbering and a contents page, for $79, which is $54 less than buying the modules separately.\u003c\/p\u003e","brand":"Deadrise Press","offers":[{"title":"Default Title","offer_id":46196291141767,"sku":"DP-FK-M7","price":19.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/files\/m7-01-main.jpg?v=1792095203"}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0772\/6596\/1095\/collections\/it-field-kit-complete-facility-main.jpg?v=1791830311","url":"https:\/\/shop.deadrisepress.com\/collections\/it-support-field-kit.oembed","provider":"Deadrise Press","version":"1.0","type":"link"}