Facilities Services IT (FSIT) New Hire Onboarding

Facilities Services IT (FSIT) New Hire Onboarding Standard Operating Process (SOP)

Purpose This SOP standardizes the Facilities Services IT (FSIT) portion of the onboarding process for new Facilities Services employees at the University of Tennessee, Knoxville. It ensures computing devices, software, access permissions, and related IT resources are requested, prepared, documented, and ready in advance of the employee’s start date.

Scope This SOP covers only the Facilities Services IT responsibilities for onboarding. Processes managed by OIT (Office of Information Technology), HR, or the hiring supervisor—such as NetID creation, HR paperwork, New Employee Orientation (NEO), and the separate Building Access request—are not included in this procedure.

Responsibilities

• Hiring Supervisor: Creates the initial FSIT ticket a minimum of 2 weeks prior to job offer, provides all required details (including Key Watcher needs), confirms the actual start date, and submits a separate Building Access request via the FS Support portal.

• FSIT Staff: Manages the IT ticket, provisions accounts and equipment, performs configurations, deploys hardware, and handles training on start day.

• New Employee: Participates in fingerprint enrollment (if required) and hands-on training on start day.

Process:

1. Initiation – Minimum 2 Weeks Prior to Job Offer (Supervisor)

The hiring supervisor creates the initial FSIT Service Ticket in the FS Support portal. In this ticket the supervisor must provide the following information and answers:

• Computer device needs (Full Windows device and/or iPad)

• Required software:

  • Local device packages

  • Licensed software suites

  • Business analytics (BA) tools/server access (if applicable)

• What Microsoft Teams access is required?

• Is a Ring Central number needed and any call queues access or membership?

• Is a radio required for the position?

• Chart of Accounts (CoA) to bill.

• Key Watcher access details (if needed): specify which keys/permissions the employee will require.

Note: All purchases, warranties, supporting documents, and decisions are attached to this ticket.

2. Upon Issuance of NetID (OIT)

FSIT proceeds with account provisioning, where applicable, once the NetID is available (no separate FSIT Building Access or Key Watcher ticket is required—the supervisor has already provided Key Watcher details in the original IT ticket and submitted Building Access separately).

3. Equipment Vetting and Preparation (FSIT)

3.1 FSIT reviews equipment requested in the IT ticket.

• Determine inventory what needs to be reserved and/or procured:

  • Computer devices

  • Accessories

  • Software licenses

  • Radios

3.2 Order required inventory or mark/reserve in-stock equipment.

3.3 Place the ticket On Hold until orders are received, or in-stock equipment is scheduled for load/assembly.

3.4 Once equipment is ready, remove the ticket from Hold (Minimum 2 business days before projected starting date):

• Load and configure the system.

• Label and prepare for deployment.

• Stage equipment.

4. User Account and Access Configuration (Requires NetID issued by OIT)

4.1 Create user in Snipe-IT.

• Check out all computer devices, software licenses, and accessory equipment to the user.

• Check out radio (if applicable).

4.2 Add user to Active Directory (AD) groups:

• UTK_FSStaff

• FSUsers

4.3 Add user to appropriate Microsoft Teams groups (if applicable).

4.4 Submit user for Ring Central access (if needed), including any queue additions.

4.5 Create user in Key Watcher (using the key/permission details provided by the supervisor in the original IT ticket).

• Preset all required accesses.

• Prepare for enrollment on first day.

4.6 Configure user in Gallagher access control system.

• Post-date all access start dates to the employee’s official start date.

5. Pre-Start Deployment (2 Days Prior to Start Date)

5.1 Deploy computer device (if applicable).

• Preset printers (if needed).

• Test the full system, docks, peripherals, etc., to confirm everything is operational.

6. Start Day – Post New Employee Orientation (NEO)

6.1 Supervisor or designated training personnel accompanies the new employee to FSIT.

6.2 Perform fingerprint enrollment in Key Watcher (if required).

6.3 Equipment Assignment and Training:

• Assign radio (if applicable).

• Mobile employees: Deliver and train on the computer device while in the IT office. Set up Ring Central (if applicable).

• Desk-based employees: Accompany employee to workstation, deliver and train on the computer device. Set up Ring Central (if applicable).

6.4 If Facilities building access is required, test it with the user on-site to confirm it functions correctly.

Notes

• The supervisor’s separate Building Access request via the FS Support portal runs in parallel and is outside FSIT’s scope in this SOP.

• Prioritize having all equipment fully ready and tested at least 2 days before the start date to allow buffer for any issues.

• Maintain complete documentation in the original FSIT ticket throughout the entire process.

• Coordinate closely with the hiring supervisor on timelines and any special requirements.