Computers, Inc. Employee Handbook
Welcome to the team. This handbook is your go-to guide for everything you need to know about working at CI. Please read it carefully and reach out with any questions.
Welcome & Culture
Our mission, values, and who we are
Our Core Values
🤝 Integrity First — We do what we say, and we say what we do.
⚡ Urgency & Ownership — Every ticket is someone's problem. We treat it that way.
📈 Continuous Learning — Technology never stops evolving. Neither do we.
😊 Client Obsession — Our clients' success is our success.
Who We Are
Computers, Inc. is a Managed Service Provider (MSP) serving small and medium-sized businesses. We provide helpdesk support, network management, cybersecurity, and cloud services. Every member of our team plays a critical role in delivering on our promise to clients.
Your First 30 Days
During your onboarding period, you will be paired with a senior team member. You are encouraged to ask questions, shadow tickets, and get familiar with our tools and processes. Your manager will schedule a 30-day check-in to discuss your progress.
Tech & Security
Password policies, device rules, and cybersecurity
Password Policy
All passwords must be managed through our approved Password Manager. Passwords must be a minimum of 16 characters and must never be reused across accounts. Sharing passwords via email, text, or chat is strictly prohibited.
Multi-Factor Authentication (MFA)
MFA is mandatory on all company accounts including email, PSA, RMM, and any client-facing systems. If you are unable to set up MFA on a system, notify your manager immediately.
Device Policy
All company-issued devices must have full-disk encryption enabled, an approved endpoint protection agent installed, and must be kept up to date with OS patches. Personal devices used for work must be enrolled in our MDM solution.
Incident Reporting
If you suspect a security incident — phishing email, suspicious login, lost device — report it to your manager and the security lead immediately. Do not attempt to investigate or resolve it on your own.
Operations
Hours, schedules, and day-to-day procedures
Office Hours
Standard business hours are Monday – Friday, 8:00 AM – 5:00 PM. After-hours on-call rotation is assigned monthly. On-call schedules are posted in the team calendar by the 25th of each month.
| Holiday | 2026 Date | Status |
|---|---|---|
| New Year's Day | January 1 | Office Closed |
| Memorial Day | May 25 | Office Closed |
| Independence Day | July 4 | Office Closed |
| Labor Day | September 7 | Office Closed |
| Thanksgiving | November 26–27 | Office Closed |
| Christmas | December 24–25 | Office Closed |
Remote Work Policy
Remote work is available for eligible positions with manager approval. Remote employees are expected to be available during core hours (9 AM – 3 PM), respond to messages within 30 minutes, and maintain a professional background during video calls.
Time Tracking
All billable and non-billable time must be logged in our PSA system daily before end of business. Accurate time tracking is critical for client billing and company reporting. Entries older than 48 hours may not be approved.
Tools of the Trade
Software, systems, and communication standards
| Tool | Purpose | Access |
|---|---|---|
| PSA (ConnectWise / Autotask) | Ticketing & Time Tracking | All Staff |
| RMM (N-able / NinjaRMM) | Remote Monitoring & Management | Technicians |
| Microsoft 365 | Email, Teams, SharePoint | All Staff |
| Password Manager | Credential Management | All Staff |
| QuickBooks | Invoicing & Accounting | Admin Only |
Ticket Handling Standards
All client requests must be logged as a ticket — no exceptions. Tickets must be updated with notes every time action is taken. Tickets should not sit without an update for more than 4 business hours without a client communication.
Communication Standards
Internal communication is handled via Microsoft Teams. Client communication is handled via email or the client portal. Do not use personal email, SMS, or social media for client communications.
Conduct & HR
Workplace expectations and policies
Professional Conduct
All employees are expected to treat colleagues, clients, and vendors with respect and professionalism at all times — in person, on the phone, and in writing. Harassment, discrimination, or bullying of any kind will not be tolerated.
Confidentiality
You will have access to sensitive client data, network credentials, and business information. This information is strictly confidential and must never be shared outside the company. This obligation continues after your employment ends.
Social Media Policy
Do not post about clients, client systems, or internal company matters on social media. You may identify yourself as a CI employee but must not speak on behalf of the company without authorization.
Benefits & Time Off
PTO, health benefits, and perks
| Benefit | Details |
|---|---|
| PTO (Year 1) | 10 days per year, accrued monthly |
| PTO (Year 2+) | 15 days per year, accrued monthly |
| Sick Leave | 5 days per year (non-accruing) |
| Health Insurance | Company covers 75% of premium |
| Dental & Vision | Available — employee-paid |
| Training & Certs | Company-sponsored for approved certifications |
Requesting Time Off
Time off requests must be submitted at least 2 weeks in advance for planned absences. Requests are submitted through the HR system and require manager approval. Blackout periods may apply during high-demand seasons.
Professional Development
CI supports ongoing education. Approved certifications (CompTIA, Microsoft, Cisco, etc.) are fully reimbursed upon passing. Study materials and exam vouchers may be provided in advance for pre-approved certifications.
Emergency Procedures
What to do when things go wrong
Client-Side Outage or Critical Incident
If a client reports a full outage or critical system failure, escalate immediately to the on-call senior technician. Create a Priority 1 ticket and notify your manager. Do not attempt to resolve a P1 alone without senior oversight.
Data Breach or Security Incident
Immediately isolate the affected system (disconnect from network). Do not power off the machine. Notify your manager and the security lead within 15 minutes of discovery. Do not discuss the incident externally until authorized.
Key Contacts
📞 Office Main Line: [Your Phone Number]
📧 HR / Management: [HR Email]
🔒 Security Lead: [Security Contact]
🚑 Emergency: 911
