Run: IT Onboarding Provisioning SOP

The IT support specialist reviews the onboarding ticket for completeness and confirms the new hire's start date, role, department, manager, work location, and requested systems. The specialist records any missing information in the ticket and pauses provisioning until the request is complete.

The IT support specialist verifies that the onboarding request has approval from the authorized manager or HR representative. The specialist confirms that the requested access follows role-based access control and the principle of least privilege. If approval is missing or the request exceeds the employee's role, the specialist escalates the non-conformance to the manager and security contact.

The system administrator creates or activates the employee's directory identity, email mailbox, and required collaboration accounts. The administrator applies the correct naming convention, department attributes, and group memberships. The administrator assigns only the minimum access needed for the role and records the account identifiers in the onboarding ticket.

The system administrator enrolls the employee in multi-factor authentication, resets or issues the initial password, and applies required security policies such as screen lock, encryption, and conditional access. The administrator confirms that recovery methods and account lockout settings follow company policy.

The IT support specialist selects the assigned device from inventory, records the asset tag and serial number, and confirms that the device is in working condition. The specialist updates the device with the latest operating system patches, endpoint protection, disk encryption, and standard configuration profile. The specialist documents any missing or defective hardware and escalates replacement needs.

The IT support specialist installs or assigns the approved software package set for the employee's role, including productivity tools, communication tools, and any department-specific applications. The specialist verifies that software licenses are assigned correctly and that no unapproved applications are installed. If a required application is unavailable, the specialist escalates the gap to the manager and procurement or application owner.

The IT support specialist provides the employee with the assigned device, approved accessories, and secure login instructions. The specialist confirms the employee understands the first sign-in process, password change requirements, and how to contact support for access issues. For remote onboarding, the specialist ships the device using approved packaging and records the tracking information in the ticket.

The IT support specialist confirms that the employee can sign in, access email, connect to required systems, and launch the approved applications. The specialist records any unresolved issues as a deviation, assigns follow-up ownership, and closes the onboarding ticket only after required verification is complete. If any critical control fails, the specialist escalates the non-conformance to the service owner and manager.