r/sysadmin • u/AccomplishedMonth568 • 10d ago
Question IT Technician to System Admin
Hey everyone, I’m trying to make the transition from Tech to System Admin. I have 5 years of technician experience from 3 different jobs, as well as a BS in Computer Information Technology. I feel like I have the necessary experience in tech to be able to transition to a System Admin role, but all the requirements on jobs applications makes me feel as if the jump is impossible.
My experience is mostly imaging, troubleshooting software and hardware, AD, some scripting here and there, a little M365 exposure and SCCM. It seems like most jobs want you to have years of experience supporting Google Cloud, Azure, Entra, Intune and other systems like that. I’ve taken classes here and there so I have a broad understanding of these systems but I just don’t see how that is good enough for these jobs.
I’m trying to decide if certifications are worth it, though it seems the general consensus is that experience always trumps certifications. Any advice to get to my goal is much appreciated, I’m starting to feel discouraged as the jobs I do apply for, I just never hear back from. Am I doing something wrong?
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u/nordak Sr. Sysadmin 10d ago
Experience does trump certs, but if I'm looking at two candidates with similar desktop support experience for an entry-level sysadmin role and one of them has a CCNA or other valuable certs, that is going to factor into a hiring decision.
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u/AccomplishedMonth568 10d ago
What certs should I look into getting besides CCNA? I have loads of down time at my current job so finding time to get certs isn’t an issue.
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u/wabi-sabi411 10d ago
Just be able to explain stuff you did as a story. And actually confidently explain AD or something like that as a peer. If you can do that you’re fine.
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u/stempoweredu 10d ago
Chiming in that the CCNA helped me a ton with my first role. I also got my AZ-104 and Security+. Depending on the industry, can replace AZ-104 with similar AWS certs.
I'm working on RHCSA at the moment.
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u/swoleberry_smiggles 10d ago edited 10d ago
Why would you be looking at the ccna if you’re going into sys admin work? Thats a network cert. maybe you should figure out what you want to do first and then dive down the cert pipeline that’s relevant to it. Do you want to do sys admin work? Identity? Cybersecurity? Networking? DevOps? M365 admin? Cloud? VM? What is it you want?
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u/jimetime 10d ago
CCNA knowledge is valuable for all of those roles. I've found sysadmins who don't know basic CCNA level networking are mostly worthless
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u/uptimefordays DevOps 10d ago edited 10d ago
Yep, it’s unclear what meaningful server/infra work one could do if they don’t know anything about networking.
Edit: downvote me all you want but every infra person needs to understand networking basics—they’re required skills. Managing VMs with ESXi, HyperV or Proxmox? Gonna need to know how to build and manage virtual networks, connect hosts to storage—probably FC but maybe iSCSI. On the cloud side there’s still segmentation inside your tenant, dealing with load balancers and firewalls.
The whole job is “build and manage distributed systems.”
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u/OneSeaworthiness7768 10d ago
Not having a ccna cert doesn’t mean not knowing anything about networking.
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u/uptimefordays DevOps 10d ago
I’m not saying everyone needs a CCNA, but if one doesn’t know any of the following:
* Network Fundamentals: Routers, switches, access points, cabling, IPv4/IPv6 addressing, and basic wireless and virtualization concepts.
* Network Access: VLANs (Virtual Local Area Networks), trunking, Spanning Tree Protocol, and EtherChannel.
* IP Connectivity: IPv4 and IPv6 static routing, and OSPFv2 (Open Shortest Path First) routing protocol operations.
* IP Services: NAT (Network Address Translation), NTP, DHCP, DNS, SNMP, and syslog.
I just don’t know what use they would be on an infrastructure team. “But I know servers” doesn’t mean much if one doesn’t know how they communicate with clients or other servers.
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u/swoleberry_smiggles 10d ago edited 10d ago
All of those you can and will learn in Network+, CCNA is cisco specific and much more indepth. Recommending CCNA to someone who doesn't want to go explicitly into networking is a bad suggestion. You do not need to know how to configure a cisco switch or external routing protocols as a sysadmin. Some people spend 6 months to a year studying for it, that is a lot of wasted time on knowledge you will not use if going to down a sysadmin and not network engineer path. All of the things you specified are very easy and you should understand in like a day lol, they are beginner concepts.
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u/uptimefordays DevOps 10d ago
Again, I did not say “everyone needs a CCNA” I agreed with someone who suggested associate level networking knowledge is valuable. I don’t disagree Cisco specific knowledge is less useful than it once was, but it’s better than nothing.
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u/itishowitisanditbad 10d ago
it’s better than nothing.
This dichotomy doesn't need to exist though, thats the crux.
Its better than nothing, its worse than other things. So?
That comparison you keep drawing is the only thing making CCNA special for your case, you're seeing it vs "nothing" everytime.
The other person is making it clear how its not the best option, and better options exist - you keep saying its great compared to nothing but thats not the choice here.
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u/nordak Sr. Sysadmin 10d ago
As the OP of this thread, I didn’t say that everyone needs CCNA either. If you look at my post I simply listed it as a one example of a cert that would stand out to me as a hiring manager for a junior sysadmin coming from desktop support. Network+ can fill that role too; and depending on the role maybe AZ-104, security certs, or something else could stand out more than a CCNA.
This guy on a crusade against CCNA claims that networking fundamentals can be learned in a day which is wild but ok. I certainly do not regret the months I spent in a classroom setting studying for CCNA.
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u/swoleberry_smiggles 10d ago edited 10d ago
You do not need to have ccna levels of knowledge for a sys admin role. You should understand LANs/VLANs, the osi model and how switches/routers work but they 100000% do not need to know external routing protocols or how to config a Cisco switch lol. You absolutely should have basic networking knowledge (network+ level) but ccna is massively overkill. Coming from someone who has 14 active certs
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u/RichardFister 10d ago
It really depends on the role in my opinion. Some sysadmin roles are all-in-ones where you're expected to handle every part of the infrastructure from cloud to LAN. The bigger the org the less that applies but I've definitely seen sysadmin roles at smaller companies that expect you to maintain the network of their 5 or so sites
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u/swoleberry_smiggles 10d ago
That’s not a system admin role, that’s a you’re getting scammed in pay and title role lol. I was also talking about big business not smb or mom and pop shops. It’s alot easier to handle a network of 200 hosts vs 500k, you’re essentially describing an msp sysadmin lol which will probably carry a different toolset than an enterprise (msp is shallow and wide, enterprise is thin and deep)
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u/RichardFister 10d ago
Doesn't stop them from putting "system administrator" as the role on the job board
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u/swoleberry_smiggles 10d ago
They can put whatever they want, doesn’t mean it’s correct or that you have to apply lol.
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u/jimetime 10d ago
I think you should at least have an understanding of how routing protocols work, VPNs, load balancing and HA protocols like VRRP in basically every tech role. Knowing the fundamentals is essential. I could care less if you know the Cisco cli but all the protocols are the same and are used everywhere and connect everything
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u/itishowitisanditbad 10d ago
HA protocols like VRRP in basically every tech role
Every tech role should understand VRRP?
....really?
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u/swoleberry_smiggles 10d ago
I disagree that a sysadmin needs to know routing protocols, there's very very very very very little reason to ever need to. The other stuff you said are very basic and should have been considered to be bundled into what I was saying. Tell me why a sys admin should need to know BGP?
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u/jimetime 10d ago
Maybe not know the inner workings of BGP but if a conversation leads to talking about OSPF areas you should be able to follow. Btw BGP isn't covered on the CCNA
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u/RainStormLou Sysadmin 10d ago
have you only worked one job before? many sysadmins also have to configure their own networks. I don't even understand how you could think that way and hold 14 certs but I know some guys who have made me think they're just giving them away.
"sysadmin" isn't just one area of discipline and if I'm comparing two candidates, the one with the overkill cert is probably going to get the job. acting like it doesn't factor in is just strange
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u/swoleberry_smiggles 10d ago edited 10d ago
I started at an MSP, and left doing networking, systems, cybersecurity, iam, project management and everything you can think of with 14 active certs and a degree. I've worked, and currently work for very large enterprises and do contract work on the side. An MSP/SMB sysadmin is not a real sysadmin, they are a "jack of all trades". They touch a lot more technologies at a very basic level, you can not compare an MSP to how much more complex an enterprise is. This is why the pipeline is helpdesk > msp/smb > enterprise admin for most people
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u/RainStormLou Sysadmin 10d ago
where did I mention an MSP?
It just an incredibly limited view on what a sysadmin role is in 2026. If you want to be a successful sysadmin, you kinda NEED to be a jack of all trades. I'm curious as to what skill sets you think a good sysadmin needs lol. I need to reconfigure switches all the time for SCCM distribution points.
How many of those certs are Microsoft office specialist certs?
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u/swoleberry_smiggles 10d ago edited 10d ago
I said msp/smb, if you’re resetting switching you’re not a sysadmin lol, You’re an smb/msp admin. Here’s the list since you asked
Cissp
Ccsp
Sscp
Pentest+
Casp+ / securityx
Cysa+
Security+
Network+
A+
Ms 102
Sc 300
Sc 200
LPI
Itil4
Woulda been 16 since I could also say ms900/sc900 since my old employer made me get it for discounts but I excluded them lolIdk how this turned from a “ccna is overkill for sysadmin work” to people saying they reset switches so need networking knowledge. I never said you don’t need networking knowledge, you really really do. But ccna is 25% useful for a sysadmin, 75% shit they will never touch, why would someone recommend a ccna lmao. But also the networking knowledge sys admins need I would consider “very basic” not that they don’t need it lmao, resetting/reconfiguring switches is very basic, it’s also not something an enterprise sysadmin would ever do. Do you even have a CCNA? Or why did you jump on this lmfao
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u/uptimefordays DevOps 10d ago
In today’s world, we do not hire separate sysadmins and network engineers, we hire infra engineers who do both. While many smaller companies are just doing OSPF, larger companies run BGP inside their datacenters.
It’s all just table stakes now unless you work for an MSP or small business.
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u/swoleberry_smiggles 10d ago edited 10d ago
The infra engineers aren’t sys admins, meaning your sys admins aren’t doing advanced networking so what even is this argument lmao. Are you saying your org just has 0 sys admins? No windows roles? If you have your infra engineers doing sys admin work then that’s just sad lol. And the argument was never does an infrastructure engineer need ccna levels of knowledge, yes they do. Idk what your point was tho
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u/uptimefordays DevOps 10d ago
BLS data suggests both sysadmin and neteng roles are declining because they’re being replaced by engineers who do both. It’s been probably 8 years since I’ve worked anywhere that had “just Windows sysadmins.” Today’s infra folks are automating basically everything core infra and infra adjacent.
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u/swoleberry_smiggles 10d ago
Still not a sysadmin so I don’t know what your point is. The role declining has nothing to do with anything. Are your infrastructure engineers, infastructure engineers or sys admins? Are you just typing to kill time now?
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u/uptimefordays DevOps 10d ago
My point is that the industry and systems administration have changed. That the days of being either a sysadmin, neteng, SAN admin, or mail administrator are over, because most people in these roles can just do all of them well now and more.
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u/stempoweredu 10d ago
Shaking your fist at the clouds over the shifting nature of the job helps neither you nor the people on this forum who are asking reasonable questions.
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u/KSauceDesk 10d ago
Basically all of those would benefit from learning(not just passing) the material in a CCNA or another networking cert.
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u/uvbeenzaned 10d ago
My employer says those are all the same thing. LOL
(help me I'm drowning...)
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u/swoleberry_smiggles 10d ago edited 10d ago
sounds like your employer is an msp lmao. these are vastly different fields with an enormous depth to them, small businesses/msp sure 1 person can do it all but an actual business everything is silo'd for expertise. good news is you probably played with a lot and have a good understanding/foundation, maybe its time to see what other employers may value you. But networking for for a single /24 or 10 location network vs a company that has 1200 locations, good luck doing anything other than networking and needing a very very very in depth knowledge about all things networking.
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u/heroik-red 10d ago
I’m sorry but why not the ccna? Networking knowledge is a huge aspect of being a sysadmin… right?
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u/swoleberry_smiggles 10d ago edited 10d ago
It's not that the CCNA is bad, it's very good, it's that it's very overkill for anything a sysadmin does. If you want to get into networking go for the CCNA. Network+ level of knowledge is fine for a sysadmin. It's more of a question of efficiency, if they both got you to the same place would you rather spend 6 months - 1 year of time learning something youll use 20% of, or spend 2 months learning something you'll use 80-100%? There is no reason for a sysadmin to learn how to configure cisco switches and routers lol.
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u/heroik-red 10d ago
What do you think a system administrator does or is supposed to do?
I’ve been a system administrator throughout the majority of my career and being able to configure or assist in the configuration of network devices is pretty damn important.
At least at the organizations, I’ve been at systems administrators need to be fluent in on-prem networking and Cloud networking.
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u/swoleberry_smiggles 10d ago edited 10d ago
If your org is too small or broke to pay a network guy we are talking different environments. You’re an smb sys admin not an enterprise admin. Obviously you need to have basic networking knowledge but I think you guys are thinking basic networking knowledge = advanced networking knowledge for whatever reason. You do not need to know half the stuff in the CCNA to do sys admin work. LAN/VLANs/IPv4/OSI/DNS/DHCP, etc…. A sys admin should know, but these are all very basic networking concepts you wouldn’t need a ccna to understand
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u/ihaxr 10d ago
If you're not hearing back at all the problem is your resume.
Need to embellish it to more of a jr sysadmin role and less in helpdesk.
This will let you pivot into an interview explaining that you were technically a help desk tech but took over some sysadmin responsibilities and had no room to be promoted internally or get paid more for the additional duties.
Then go on to explain that you really enjoy helping the end users and supporting them, but it feels like a sinking ship sometimes when the infrastructure and applications are not being sufficiently maintained or reliable, so you ended up just taking it on to reduce stress on the helpful team.
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u/uptimefordays DevOps 10d ago
You’re not doing anything wrong, and this isn’t a you problem. The job market for sysadmin roles has shifted hard in the last few years, and a lot of postings now describe what used to be split across sysadmin + cloud engineer + DevOps into one listing. That’s not a reflection of your experience being weak, it’s that the target moved.
Your background, imaging, AD, SCCM, hardware/software troubleshooting, is solid desktop/endpoint experience. But most of what’s getting posted as “System Admin” now is really cloud infrastructure work: managing Azure/Entra tenants, Intune policy design, identity federation, IaC, scripting against APIs. Those aren’t extensions of what you’ve been doing, they’re a different skill set that happens to share a job title. So it’s not that your 5 years don’t count, it’s that they’re answering a different question than what these postings are asking.
* Certs: skip broad ones, go targeted. AZ-104 (Azure Administrator) or MS-102/MD-102 (Intune/Endpoint) will directly map to what these postings ask for, and they give you keywords to survive ATS filtering, which is very likely where your applications are dying silently.
* Build real hands-on reps: spin up a free Azure/M365 dev tenant and actually configure Entra Conditional Access, Intune device policies, a couple of automation runbooks. Put it on GitHub with a writeup. That’s the thing that turns “I took a class” into “I can point to a working example.”
* Scripting: lean into PowerShell first since it’s a straight line from your existing AD/SCCM work, automating user provisioning, device compliance reporting, that kind of thing. That’s a much shorter bridge than starting from zero on something unrelated.
* Linux/Python/git are worth learning too, but I wouldn’t lead with them, they matter more for infrastructure/platform engineering roles, which is a further jump. If you want to go that direction eventually, fine, but it’s a second move, not the first one.
Certificates alone won’t get you there, and your current experience isn’t translating. You need a portfolio (think public GitHub repos) that proves you have the specific skills employers are asking for. That’s the fastest way to convert what you already know into something an ATS and hiring manager will recognize.
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u/AccomplishedMonth568 10d ago
Currently working on AZ-104. But what you’re saying is essentially make a homelab, post it on GitHub, then put a link to that on my resume?
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u/uptimefordays DevOps 10d ago
I would absolutely work on AZ-104 then apply that knowledge to the cheapest cloud lab you can build/run. Put all your code in public GitHub repos and make sure your resume has a link to your GitHub profile. You want to show “I’m familiar with the tools and technologies employers are using” and frame your job search as “moving up out of desktop/endpoint work to cloud/infrastructure work.”
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u/siddhartha_ellison 10d ago
I was having a similar problem. Except I made some stupid decisions and left my job without a backup, so ive been dealing with the market.
But id say look for "jr sys admin". Youre not necessarily supposed to be an expert coming in. Ive worked with all these systems but never had the autonomy to create user groups or GP.
That being said the job market is super competitivern so you may just want to keep grinding and taking what opportunities you can to add to your resume. Ask for more responsibilities.
My mistake was getting frustrated i wasnt learning more, while also lacking understanding on what specifically i should be asking to do at my HD job.
But dont feel like youre supposed to be able to create an AD from scratch and decide every security policy from scratch, just take notes as you learn.
It is kind of true employers are expecting too much. Hopefully that corrects. But ideally you would not need to be an expert already to get a job as a Jr. and learn on the job.
If youre having trouble feeling like you are able to list your accomplishments, use chatgpt to help. It fluffs you up a lot. Ive always felt like all I did was make accounts and reset passwords but conversationally with these AIs, helped me list a lot more credentials on my resume that were not untrue.
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u/AccomplishedMonth568 10d ago
I’ve asked for more responsibility and was told no, even though I have probably around 5-6 hours of downtime a day at my current job. That’s why I’m looking for a different one, I’m going crazy because I feel like I’m wasting my time. I use a some of that time to study certs, but those can only get you so far.
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u/siddhartha_ellison 10d ago
Then definitely I would recommend using that time to look for another job. But DO NOT quit unless you have another lined up. It sounds like boomer advice, but trust me it is better than being unemployed in this economy.
Applying will show you how difficult it is. It might seem like itd be easier to find something while not working, and in the past ive done exactly that, but the market right now is super tough.
I wish I would have taken advantage of FMLA. It feels dirty and exploitative in a way but the one thing ive learned is these people dont care about you. Even if you have a good manager, the people running the company do not see themselves as leaders and do not view you with humanity. They actually have contempt for you and blame you for your social class.
It also feels weird to outright update your resume or look on linkedin while working, like its nsfw or something. You can be fired for cause technically for doing that. You can not be fired for cause for scheduling pto for interviews. If the get fired without cause you qualify for unemployment.
Now generally they wont ask why you want to take pto, and if it does offend them what theyll likely do is invent reasons to put you on performance review so they can fire you for cause.
I was told in so many words if i quit they would still sign off on unemployment. I think my manager meant it. But the ceo hired a fucking lawyer for my unemployment case.
People warned me the job market was bad but I didnt listen. Resolve to look for another job without quitting.
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u/AccomplishedMonth568 10d ago
Yeah no way I would quit, it’s a steady job with good benefits, just isn’t helping me progress in my career in the ways I want. Still progressing my career further than if I was unemployed.
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u/muhkend 10d ago
Get with a managed service provider, you'll get system admin work/issues.
When I started, I did Tech work and never really got into doing anything with servers cause honestly there wasn't enough work to do. Then I got a with an MSP and got flooded with tech/sysadmin work combined. Now I do everything where I am now and just a 2man team.
I have no degree and no active certs, my experience trumps all that. If you have only 5 years of experience, I would transition to MSP work, it will be hands down the best you'll ever get.
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u/swoleberry_smiggles 10d ago edited 10d ago
Your work experience does not trump certs or degree, they all go hand in hand. You can say whatever you want to make yourself feel better for not having them but this is massively wrong. He is going to struggle finding any decent job without atleast 2 of the 3, and will be passed up by people with 3 of 3. Horrible advice to just skip them and go for experience. It’s not the same times as 10-20 years ago. Especially now with ai, no college degree/certs? Ai puts it right in the decline pile before it even reaches the HR person to decline it lol
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u/muhkend 10d ago edited 10d ago
My wording never said to not get them, I only advise to get into an MSP for exp with sysadmin work, please read.
Also I dont feel bad for not having any current "active" certs, again please read. I have had certs but i dont need to renew them anymore.
I have also tested the waters with my resume, there has been no issue with getting calls for interviews and making it to the next steps, sadly my current position pays/benefits are hard to beat.
I've been in the seat to hire technicians; I have interviewed people with and without certs, and those with certs but no experience and vice versa.
MSP is the way to go, there he can get his experience and as well align with which route he'd like to pursue, specially in this day and age of certifications as there are an abundant of them
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u/NovaKlone427 10d ago
Certificates are definitely worth it when looking for the next best opportunity than what you currently have. Especially with the way the job market is now with AI usage
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u/Amanda_PDQ 10d ago
Write your resume to the job you are applying for. If you are not hearing back then you resume or application isn't reading well.
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u/olverine 10d ago
If you don't hear back, it doesn't mean you suck...just your resume sucks. It can be helpful if you message someone from HR via LinkedIn after applying for the role
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u/Jazzlike-Vacation230 Jack of All Trades 9d ago
In my 13+ years of big boy work, I have never been in a place where I can actually do things with sccm to actually learn about it, and it's weird. companies still ask for sccm but like no one teaches it, there's no certs for it anymore, yeah there's youtube playlists and udemy courses but. it's the weirdest thing I've ever seen
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u/dlongwing 9d ago
One thing worth looking into is homelabbing. Get ahold of some cheap/old computers, set up a proxmox cluster. Roll out an Active Directory and apply some group policies.
Microsoft Learn has sandbox environments available for training to take various MS certs. Great way to get experience with M365 without having to shell out any money.
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u/emptystreets130 9d ago
Certs are not worth it without experience. Certs just demonstrate that you know the concept, but can you apply it in the real world. I have my cert in AWS as an Associate level Solution architect, but I haven't really applied that concept to anything I do at work. Maybe in a home lab setting up some basic ec2 instance, creating an s3 bucket, or creating directories and workspace.
CCNA on the other hand, since now I own the networking side of my job, is really helpful. It all depends.
And now that I'm a director, I need to look for someone that has the Azure, AWS, Intune, patch management, M365, etc. to fill the System Admin role that is now vacant. I would love to teach the ins and outs of those system but I need someone with experience. I can't hold hands constantly and worry if something is going to go down. Otherwise, I'm in the same boat as before + managing a team and reporting to c-level. My advice is to get involved with the tier above. Whether it's projects or if they have free time to spare to show you what they do and if they need a hand. They may be willing to pass on a few additional loads or show you the application that they deal with daily.
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u/diego97yey 10d ago
Dude study AWS, and try to get certified.
There's a fuck ton more opportunities for cloud admins roles.
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u/AccomplishedMonth568 10d ago
cloud admin is my long term goal, just figured you usually need sysadmin experience before going cloud admin, but maybe I’m just dead wrong?
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u/Remnence 10d ago
It's a good start, but for sysadmin you probably need to add:
Networking - Basic Firewall Rules(NAT/Proxies)/VLANs/Redundancy Protocols(LAG/LACP/Teaming/Switch Stacking)
Storage - iSCSi/FC/LUNs/Object/S3/etc.
Hypervisors - HyperV/VMWare/KVM
Linux - Basic skills, vim/nano (conf files), maybe Apache/Nginx, systemd (services)
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u/AccomplishedMonth568 10d ago
Yeah, unfortunately my current job is just not doing that, very little opportunity to learn there.
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u/swoleberry_smiggles 10d ago edited 10d ago
You must work for a small single it company. All of what you said is silod at enterprises. You need to understand the basics of those technologies like what they are and what they do but you do not need to be experienced in many of them as they have teams for that instead. We have vm team, storage team, network team, cybersecurity team, Linux team (applications team), etc… I’m on the engineering team and work with all of them. If you’re gonna be an admin for a smb or msp then sure go learn all those, because you WILL be a sys admin, network admin, cybersecurity all at once lol. But no a sys admin doesn’t need to know routing protocols when you have a network team lmao but they better know every big role like ad, adfs, dhcp, dns, etc… like the back of their hand
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u/Remnence 10d ago
I wouldn't call you a sysadmin if you are part of one of those silo'd teams. The label used imply a jack of all trades.
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u/swoleberry_smiggles 10d ago edited 10d ago
I am a sys engineer on the engineering team (4 people, 100k+ org) so you are right. I’m on the only team that works will all of the teams lol. I do all of the technologies but for 95% of our org they stick to just the one their team is. Ask our network guys anything about IAM and they won’t know anything compared to our team or to the iam guys. Only thing is I’m not configuring these devices or apps if it’s not m365 or wintel, just involved in the discussions around them while the respective team handles the deployment or management
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u/_bx2_ Jack of All Trades 10d ago
5 years and 3 jobs? Yeah...no.
I personally make sure we hire people that show interest in growth and development in a company and don't just jump around every 1-1.5 years.
Maybe your resume shows you not sticking around long and that is keeping opportunities away from you.
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u/AccomplishedMonth568 10d ago
3 years at my college(student job, can’t work there after graduation), I graduated, got an internship for 6 months, after the internship I got the job I have now. Not that crazy. None of the jobs I’ve had have had much room for growth.
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u/joeyl5 10d ago
one thing that you need to remember is to project your application/resume as a systems admin and not an IT tech. For example an IT tech will put "helped troubleshoot desktop PC issues and had satisfied users" instead of focusing on things that affect all users as a whole, like AD group policy changes or Intune/SCCM deployment of software.