IT Support Field Kit: The Complete System

Sixty-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.

Nine 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.

It is paper on purpose. A paper form still works when the system you would have typed into is the thing that is down.

WHAT IS IN IT

Module 1, Decision Trees & 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.

Module 2, Intake & 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.

Module 3, Incident & 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.

Module 4, Asset & 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.

Module 5, Onboarding & 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.

Module 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.

Module 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.

WHAT YOU GET

One PDF, 67 pages, with a contents page and continuous numbering.

US Letter and A4, both files included, identical content.

Undated and unnumbered, so pages get reprinted rather than photocopied. Print one page or the whole binder, as often as you like.

Prints clean in black and white on any office printer. The teal is decorative, never load-bearing.

Every future version included at no extra cost.

WHAT IT IS NOT

Not a certification study guide and not derived from any vendor's material. Written from scratch.

Not 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.

Not a credential store. Every page in the kit says the same thing: record where a credential lives, never the credential itself.

THE TWO LICENCES

Single user, $79. One person prints and uses the kit. Fine for a freelancer, a consultant, or one sysadmin.

Facility, $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.