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Employee Information

🧑‍💻 Employee Information Handbook

Table of Contents

1. Onboarding

Non-Disclosure & Non-Compete Agreements

All new technicians are required to review and sign the following agreements:

2. IT Field Service Technician 90-Day Probation Terms

This document outlines the expectations, evaluation criteria, and support provided to new IT Field Service Technicians during their initial 90-day probation period.

Probation Period Overview

  • Duration: 90 days from the start date of employment.
  • Purpose: To assess the technician’s skills, performance, and fit within the organization, and to provide support and feedback to help the technician succeed.
  • Attendance Policy: During the first 90 days, exceeding three absences may result in termination.

Expectations and Responsibilities

A. Training and Orientation

  • Initial Training: Complete all mandatory training modules within the first two weeks, including company policies, safety procedures, and basic IT support protocols.
  • Shadowing: Shadow experienced technicians for the first two weeks to observe and learn standard procedures and customer interaction.

B. Performance Goals

  • Technical Skills: Demonstrate proficiency in basic hardware and software troubleshooting, installation, and maintenance tasks.
  • Customer Service: Provide professional and courteous service to clients, adhering to company standards for communication and conduct.
  • Documentation: Accurately document all service activities, including issue resolution steps and time spent on tasks.
  • Response Time: Meet the expected response times for service requests as outlined in the job description.

C. Evaluation Criteria

Criteria Assessment Focus
Technical Competence Ability to perform assigned tasks independently and effectively.
Problem-Solving Skills Demonstrate resourcefulness and analytical thinking in troubleshooting and resolving issues.
Adaptability Show willingness and ability to learn new skills and adapt to new situations.
Team Collaboration Work well with team members and supervisors, showing cooperation and a positive attitude.
Customer Feedback Receive positive feedback from clients regarding service quality and professionalism.

Support and Feedback

  • Weekly Check-Ins: Attend weekly check-in meetings with the supervisor to discuss progress, challenges, and areas for improvement.
  • Mentorship: Assigned a mentor from the existing team to provide guidance and support throughout the probation period.
  • 30-Day Review: Conduct a formal performance review to evaluate initial progress and provide constructive feedback.
  • 60-Day Review: A second formal performance review to assess continued progress and address any ongoing concerns.

Potential Outcomes

  1. Successful Completion: If the technician meets or exceeds performance expectations, their employment will be confirmed, and they will transition to a permanent position with new performance goals.
  2. Extension of Probation: If the technician shows potential but has not fully met the expectations, the probation period may be extended by an additional 30 days, with revised goals and continued support.
  3. Termination of Employment: If the technician consistently fails to meet performance expectations or shows an inability to perform the required tasks, their employment may be terminated at the end of the probation period, followed by an exit interview.

The 90-day probation period is designed to ensure that new IT Field Service Technicians can meet the company’s standards and expectations.

3. Transportation

Technicians will be using their own personal vehicles for getting to and from jobs.

Insurance & Liability

  • Company Insurance: The insurance we provide is intended to protect you and the company in the event of an error in your work or an accident you cause while on the job.
  • Employee Vehicle Insurance: You must ensure your personal car insurance policy is adequate and will cover you in the event of an accident while performing this type of work.

Important Detail for Your Insurer

  • You will NOT be transporting any devices, products, or other equipment.
  • Your travel consists simply of going from point A (your location) to point B (the job site). This is an important detail when discussing coverage with your insurance provider.

Parking Guidelines

See: Parking Guidelines

4. Communication

The company utilizes specific digital and voice channels to maintain clear boundaries between professional and personal life, ensuring efficient internal support and proper client contact.

Digital Communication & Email

  • Internal Messaging: Google Chat and Signal are the primary platforms for all internal team communication.
  • Email: All professional email is hosted through Google Workplace/Gmail.

Voice & Phone Use

  • Work Phone: Employees use a Google Voice number as their dedicated work phone.
    • You must never give out your personal phone number to clients or customers.
    • The tool includes a “Do Not Disturb” mode to manage availability outside of work hours.
  • Client Contact: If a client requests a number, provide the Office/Reception line listed in the current contact roster.

Supervisor Contact

  • Immediate Needs: Use the designated on-call supervisor line for all immediate needs requiring management attention.

  • This direct line is specifically for urgent issues like calling in sick, reporting that you are running late, or needing help/having questions during a job. Reference your onboarding packet for the current number.

  • See: Communication Guidelines

  • Immediate Needs: Use Jon’s Direct Cell (503-583-2380) for all immediate needs requiring supervisor attention (e.g., calling in sick, reporting that you are running late, or needing help/having questions during a job).

  • See: Communication Guidelines

5. Policies & Conduct

Tools and Supplies

Code of Conduct

Client Relations

6. Terms of Termination

Terms of termination outline the conditions under which a technician’s employment can be ended, providing clarity and fairness for both the employee and the company.

Conditions of Termination

  1. Termination Without Cause: The company reserves the right to terminate the technician’s employment or contract without specifying a reason. This will typically include advance notice or severance pay as required by employment laws or contract terms.
  2. Termination for Cause: The technician may be terminated immediately for specific reasons, such as gross misconduct, violation of company policies, failure to perform duties satisfactorily, or ethical breaches.
  3. Notice Period: Technicians are asked to give at least a two-week notice when leaving their position.
  4. Severance Pay or Benefits: None will be provided.

Post-Termination Obligations

  1. Return of Company Property: Technicians will have 48 hours to return ALL equipment, tools, uniforms, or confidential information upon termination.
  2. Final Compensation: Any compensation due to an employee for work completed will be paid within 48 hours upon termination.
  3. Non-Compete and Non-Disclosure Obligations: Employees agree to and will abide by any non-compete/non-disclosure agreements/contracts they may have signed while employed by the service provider or any affiliated partner.
  4. References and Future Employment: We will gratefully and happily provide references and recommendations for previous employees who have abided by and adhered to these terms, conditions, and policies.

Governing Law

  • The company and its employees agree to and will abide by all governing termination laws for Local State, County, and the City of the company.

Dispute Resolution

Note: This document is a continual work in progress.