📘 IT Department Handbook

📌 Overview

Welcome to the internal IT handbook. This document outlines standard policies, procedures, and troubleshooting guidelines for internal technical support. It is designed for employees, IT support staff, and third-party contractors working within the company infrastructure.

🔐 IT Security Policies

1. Password Management

• Use a password manager (we recommend 1Password).
• Passwords must be at least 16 characters long and include:
  • Uppercase and lowercase letters
  • Numbers
  • Special characters
• Change passwords every 90 days.
• Do not reuse passwords across accounts.

2. Multi-Factor Authentication (MFA)

• MFA is mandatory for:
  • Email (Google Workspace)
  • VPN access
  • Admin-level access to internal tools
• Use either Google Authenticator or YubiKey.

3. Device Security

• Company-issued laptops must:
  • Be encrypted using FileVault (macOS) or BitLocker (Windows)
  • Have antivirus software installed (CrowdStrike Falcon)
  • Enable firewall
• Personal devices are not permitted to access production environments.

🛠 Troubleshooting Guides

1. VPN Connectivity Issues

Symptoms:

• Cannot access internal services
• "Authentication Failed" error

Steps:

1. Ensure you're connected to the internet.
2. Open the NordLayer VPN app.
3. Select the closest region (usually us-east-1).
4. Ensure MFA is successful.
5. If issues persist, reboot and retry.

Escalation: If the issue persists after 3 attempts, contact IT Support via Slack #it-support.

2. Slack Not Syncing

Symptoms:

• Messages delayed or unsent
• Channel list not updating

Steps:

1. Quit and reopen the Slack desktop app.
2. Clear cache: Cmd + Shift + . → Select "Clear Cache and Restart".
3. Check system clock sync.
4. Ensure port 443 is not blocked.

Note: Slack is considered a Tier-1 critical tool.

🧑‍💻 New Employee IT Onboarding

Checklist (First 24 Hours)

Setup Script (macOS)

/bin/bash -c "$(curl -fsSL https://company.internal/setup)"

Accounts Created Automatically

• Google Workspace
• Slack
• Zoom
• GitHub Enterprise
• Notion

🧰 Developer Environment Guidelines

Approved Tech Stack

• Language: TypeScript, Python
• Backend: Node.js, FastAPI
• Frontend: React (w/ Vite)
• Infra: AWS (ECS, RDS), Terraform
• CI/CD: GitHub Actions

Local Dev Setup

1. Clone from GitHub.
2. Run make dev-up.
3. Visit http://localhost:3000.

Linting & Formatting

pnpm lint
pnpm format

🔄 Software Update Policy

Automatic Updates (Enforced)

• Google Chrome
• VS Code
• GitHub CLI

Manual Updates (Monthly Reminder)

• Docker Desktop
• Postman
• Terminal tools (oh-my-zsh, nvm, etc.)

Non-compliance: Device may be quarantined automatically after 2 missed updates.

🛡 Incident Response Plan (IRP)

Communication Channel

Use #sec-incident-response on Slack. Do not email or use unencrypted messages.

👾 Common Errors & Fixes

🧠 FAQs

Q: Can I install my own software? A: No. Use the internal request form for custom software approvals.

Q: How do I report a phishing email? A: Forward the email to [email protected] and notify #sec-alerts.

Q: Can I work from my personal laptop? A: Only if you're using a company-approved virtual desktop environment (VDI).

🧑‍🚀 IT Team Contact Info

Last updated: 2025-05-30