The document outlines a new hire training lesson plan for the first week. The plan includes modules covering general information, customer service, information assurance training, Remedy setup and navigation, incident completion, searches, categorization, assignments, email, procedures, templates, refreshed machines, and using Premier/Business Care Select. Trainees will practice tasks, take assessments, and shadow existing team members. They will also have management and supervisor sessions and complete miscellaneous forms. The goal is to prepare new hires to work with the incident tracking and customer service systems in their first week.

1. New Hire Training Lesson Plan - Week 1
Day 1
Item Location
Welcome T-Shirt Module 1 Part 1
General Information Module 1 Part 1
Introduction to ESD and ACE-IT Module 1 Part 1
Introduction to the Corps Corpath CDs on Laptops
How the Corps is Organized Module 1 Part 2
Importance of Quality and First Call Resolution Module 1 Part 3
DOD Information Assurance Training Module 1 Part 4
Customer Service Training Module 1 Part 5
Day 2
Item Location
Basic Troubleshooting Module 1 Part 6
Remedy Setup, Consoles, and Navigation Module 2 Part 1
Adding and Modifying Users in Remedy Module 2 Part 1
Incident Completion with Practice Module 2 Part 2/Practice with Trainer
Remedy Searches Module 2 Part 3
Information Assurance Training https://ia.gordon.army.mil/
Apply for Army SkillPort Accounts Module 1 Part 4-usually takes 3/4 days to process
Day 3
Item Location
Remedy Categorization Module 2 Part 4
Remedy Assignments Module 2 Part 5
Using the Email System and Audit Logs/Macros Module 2 Part 6 and 7
Practice Assignments and Categorization Classmarker Assessments/ Practice with Trainer
Shadow with Existing Team Members (2 hours) Trainer will assign shadow buddy
Continue Information Assurance Training https://ia.gordon.army.mil/
Day 4
Item Location
Incident Practice Practice with Trainer and Paper Scenarios
Introduction to SharePoint Module 3 Part 1
Using Procedures Module 3 Part 2
Using Templates Module 3 Part 3
Working with Refreshed Machines Module 4 Part 4
Management Session with Erlene Check Calendar for good time/send invite
Practice with Procedures Practice with Trainer and Paper Scenarios
Customer Service Training Module 3 Part 5
Day 5
Item Location
Incident Practice with Procedures Practice with Trainer and Paper Scenarios
Using Premier/Business Care Select Module 3 Part 3
Shadow with Existing Team Members (2 hours) Trainer will assign shadow buddy
Supervisor Session with Terri check calendar for good time/send invite
Complete Misc Forms (dev. Plan and skill matrix) Module 6 Part 1
Make CAC appointments Module 1 Part 4
ESD New Hire Lesson Plan