Search Knowledge Base Articles

New Hire Policies & Procedures Manual

Blackhawk MSP

New Hire Policies & Procedures Manual

Effective Date: ___________________

1. Welcome to Blackhawk MSP

1.1 Our Mission

Blackhawk MSP delivers secure, reliable, and proactive IT solutions that protect and empower small and mid-sized businesses.

1.2 Core Values

  • Security First

  • Client-Centered Service

  • Accountability

  • Technical Excellence

  • Professional Communication

  • Continuous Improvement

1.3 Professional Expectations

As a representative of Blackhawk MSP, you are expected to maintain a professional appearance, communicate clearly, and uphold the company’s reputation at all times.

2. Employment Structure

2.1 Employment Classification

Employees may be classified as:

  • Full-Time

  • Part-Time

  • Exempt (Salary)

  • Non-Exempt (Hourly)

2.2 Employment At-Will

Employment with Blackhawk MSP is at-will and may be terminated at any time, consistent with applicable law.

2.3 Work Hours

Standard business hours:
7:30 AM – 5:00 PM PST

After-hours support may be required for:

  • Emergency client issues

  • Scheduled maintenance

  • Security incidents

Punctuality and responsiveness are mandatory.

3. IT & Cybersecurity Policy

Because Blackhawk MSP manages client environments, security compliance is mandatory.

3.1 Confidentiality & NDA

All employees must sign a Non-Disclosure Agreement (NDA). Employees may not disclose:

  • Client data

  • Credentials

  • Internal network diagrams

  • Pricing structures

  • Security configurations

  • Compliance documentation (HIPAA, PCI, etc.)

Violation may result in immediate termination.

3.2 Acceptable Use of Company Systems

  • Company devices are for business use.

  • No unauthorized software installation.

  • No use of personal USB devices.

  • All devices must have BitLocker (or equivalent) enabled.

  • MFA is required on all company accounts.

3.3 Password & Access Management

  • Unique passwords required.

  • Password manager use is mandatory.

  • Access is role-based and reviewed quarterly.

  • Privileged access is logged and audited.

3.4 Phishing & Security Awareness

Employees must:

  • Complete annual security training.

  • Report suspicious emails immediately.

  • Follow incident response procedures.

4. Client Interaction & Service Standards

4.1 Communication

  • Clear, professional English required.

  • All tickets must be documented properly.

  • No informal or slang communication with clients.

  • Emails must follow company signature standards.

4.2 Ticketing & Documentation

  • All work must be logged in the PSA system.

  • No undocumented remote access sessions.

  • Time entries must reflect actual work performed.

  • Escalate issues according to internal SOP.

4.3 On-Site Visits

  • Business casual attire required.

  • Represent Blackhawk MSP professionally.

  • Obtain approval before making infrastructure changes.

5. Remote Access & RMM Usage

Employees may only use approved tools such as:

  • RMM software

  • Remote support tools

  • Secure VPN access

Rules:

  • Never store client passwords locally.

  • Never bypass security controls.

  • Always verify identity before granting remote support.

6. Compliance & Regulatory Responsibilities

Blackhawk MSP supports regulated industries, including:

  • Healthcare (HIPAA)

  • Financial services

  • Professional firms

Employees must:

  • Follow compliance documentation processes.

  • Never alter compliance records.

  • Understand audit trail importance.

  • Maintain secure handling of PHI and sensitive data.

7. Performance & Accountability

7.1 Introductory Period

First 90 days are probationary.

7.2 Performance Metrics

Employees are evaluated on:

  • Ticket resolution time

  • Client satisfaction

  • Documentation quality

  • Security compliance

  • Professional communication

7.3 Cold Calling & Marketing Support (When Assigned)

During low ticket volume:

  • Assist with outbound business development calls.

  • Update WordPress websites (SEO optimization).

  • Support content updates and documentation tasks.

8. Equipment & Asset Policy

Employees may be issued:

  • Laptop

  • Monitor

  • MFA token

  • Company email

Responsibilities:

  • Protect equipment from theft or damage.

  • Report loss immediately.

  • Return all equipment upon separation.

9. Social Media & Public Representation

Employees may not:

  • Discuss clients publicly.

  • Share screenshots of client systems.

  • Post confidential or internal information.

Only authorized individuals may speak on behalf of Blackhawk MSP.

10. Disciplinary Policy

Violations may result in:

  1. Verbal Warning

  2. Written Warning

  3. Suspension

  4. Termination

Immediate termination may occur for:

  • Security breaches

  • Client data exposure

  • Dishonesty

  • Gross misconduct

11. Separation of Employment

11.1 Resignation

Minimum two-week notice requested.

11.2 Offboarding Procedure

  • Account access revoked immediately.

  • Equipment returned.

  • Password access removed.

  • Client data access terminated.

12. Acknowledgment

I acknowledge that I have received, read, and understand the Blackhawk MSP New Hire Policies & Procedures Manual.

Employee Name: __________________________
Signature: ______________________________
Date: _________________________________

Did you find this article useful?

Related Articles