IT Support Specialist onboarding plan
IT support specialists get elevated access early, so onboarding must cover security procedures and access rules before tools. Then common tickets, with review.
What good onboarding achieves
Resolve common IT requests and incidents securely, following access-control and change procedures.
Week one example
- Day 1: Security briefing and admin access rules; meet the IT team.
- Day 2: Identity and device management tools.
- Day 3: Ticket queue, categories and service levels.
- Day 4: New-starter and leaver procedures for accounts and devices.
- Day 5: Resolve simple tickets with review.
30/60/90 progression
- Day 30: Resolves common tickets and runs new-starter setups.
- Day 60: Handles incidents and access requests within procedures.
- Day 90: Owns an area such as device management or SaaS access.
People to meet (examples)
- IT lead
- HR contact for joiners and leavers
- Security contact
- Key vendors
Systems to learn (examples)
- Identity provider
- Device management tool
- Ticketing tool
- Asset inventory
Manager checkpoints
- Day 1: security briefing done
- Week 2: ticket quality review
- Day 30: new-starter setups
- Day 90: area ownership
Common mistakes
- Granting admin rights before security briefing
- No documented joiner/leaver procedure
- No review of early tickets
- Unclear approval rules for access requests
Checklist
- Security briefing done
- Admin access approved
- Identity and device tools learned
- Ticket categories reviewed
- Joiner/leaver procedure read
- Access approval rules known
- First tickets reviewed
- Vendor contacts shared