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Tier 1 Assist
User and PC Setups
Quality Control Program
Soft Skills Training
Build Your Own ScoreCards Sheet
Use this template to organize and define your own scorecards.
The scorecard template can be used to create your own scorecard for a role not listed in our library.
Network Engineers are high level resources who specialize in network administration and configuration.
Systems Engineers are high level resources who specialize in server, workstation, application and cloud administration and configuration.
Help Desk Technician, Level 1
Help Desk Technicians specialize in being the front-line support of organizations. They should be resolving quick hit items and are resolving tickets in less than 15 minutes.
IT Field Technician
Field technicians normally work at client sites and on project-type work efforts, but can be used as remote technicians when remote work is low.
Internal and Toolset Administrator
Internal and toolset administrators support your internal tools and IT systems.
PC Imaging Technician
PC Imaging technicians work on imaging and building PCs. They may or may not be involved with the user set up and deployment, depending on your team's setup.
Project Coordinators own communicating project activities. They are responsible for scheduling updates, providing client and internal project reporting.
Project Engineer, Network
Network project engineers are responsible for designing and implementing secure and efficient networks for client projects.
Project Engineer, Systems
Systems project engineers are responsible for architecting and deploying secure and reliable systems.
Project Managers are responsible for communicating and ensuring projects are completed on-time, on-budget, and executed efficiently.
Project technicians work with project engineers and handle the tasks needed to complete projects outside of the engineering skill level.
Service Coordinators ensure that service tickets are properly prioritized, assigned, and driven to resolution.
Sr. Project Technician
Sr. Project Technicians execute higher level project tasks and ensure quality outcomes are produced during the project.
System Administrator, Level 2
Level 2 System Administrators specialize in handling and resolving support tickets. They should be resolving tickets in less than 60 minutes.
System Administrator, Level 3
Level 3 System Administrators specialize in handling and resolving support escalations. They should be resolving all escalated tickets and working with vendors or engineering on complex issues.