District Office Endpoint Refresh SOP

District-owned devices must remain visible, trackable, and manageable within MCCCD inventory and endpoint management systems to ensure security, compliance, and operational continuity and Customer Care support. 

• Security and compliance: Devices must receive patches, updates, configurations, and monitoring.
• Inventory accuracy: Device assignments and locations must remain correct for auditing, budgeting, and planning.
• Support and warranty service: Proper tracking allows efficient troubleshooting and repair.
• Lifecycle planning: Refresh cycles and replacements depend on accurate records.

Devices may not move freely between employees or MCCCD locations. All device movement must be processed by District Office Customer Care to prevent unmanaged, untracked, or non-compliant devices and to ensure accurate inventory accounting records.

District Office Employees

• Use devices responsibly and follow District IT and security policies.
• Report device issues promptly to Customer Care.
• Do not trade, swap, move, or reassign devices directly with other employees or business units; all device movements must go through Customer Care.
• Return District-owned devices when requested, during transitions, or when changing roles or locations.

District Office ITS Customer Care

• Maintain accurate inventory, warranty information, and device assignment records.
• Ensure devices remain enrolled in District endpoint management and security systems.
• Troubleshoot and repair devices using all appropriate methods before replacement.
• Issue refreshed or replacement devices based on life-cycle status and job requirements.
• Process device reassignments and returns to maintain accurate tracking and manageability.
• Manage the 30-day data retention hold on returned devices.

District Office Supervisors and Hiring Managers

• Notify Customer Care of new hires, reassignments, separations, and location changes.
• Ensure devices are returned when employees move roles or leave the District Office.
• Do not authorize staff to move devices without Customer Care approval.

Device Refresh Process

• Devices are refreshed every five (5) years from original deployment.
• The employee will receive the latest endpoint based on the current device standard as outlined by District ITS.
• The employee will have a choice between a Windows OS and a MacOS endpoint and will be provided with the necessary equipment at the time of refresh.
• The deployed equipment will feature the latest District Standardized management software available at that time.
• Customer Care tracks device age and identifies devices due for refresh.
• Customer Care surpluses retired equipment. 
• Customer Care updates the inventory record on returned and deployed equipment. 

Eligibility for Refresh

• A device is eligible when it reaches the five-year life-cycle mark based on original purchase by District Office ITS. 

Repair and Troubleshooting

Repair Expectations

• Customer Care will attempt to repair all devices owned by the DO, including those covered under the manufacturer's warranty, as reported by Customer concerns via a service request ticket.
• Repair actions may include:
  • Software remediation
  • Component replacement
  • Warranty service requests
  • Complete data backup and operating system reset

Conditions for Beyond Repair

• Warranty options are exhausted or unavailable.
• Repair would result in high costs or unacceptable downtime.
• Customer Care updates the inventory record on retired equipment. 
• The device is damaged beyond reasonable repair.
  **Such situations will result in further investigation by District ITS. 

Replacement Devices

• Devices deemed beyond repair will be replaced with:
  • An equivalent model, or
  • The next best option that meets District standards.
  • Customer Care updates the inventory record on returned and deployed equipment. 
• An employee will approve and participate in updating documentation on newly received equipment. 
• An employee who requires a device with high performance must submit a business justification for evaluation by the District Office ITS Leadership. 

Device Ownership Framework and Data Retention

District Ownership

• All issued devices are District-owned assets.
• Devices must be used in accordance with District IT and security policies.

Role Changes

• Employees retain their District-owned assets only as long as they are employed within the District Office.
• Devices must be returned to Customer Care upon separation or transfer to another MCCCD location, regardless of reassignment length.

Department or Location Changes

• Employees moving within the District Office will typically retain their current device if it meets the needs of their new role.
• Supervisors or employees may request a higher-spec or different device with business justification.
• Devices cannot be transferred informally; all movement must be processed through Customer Care.
• Employees transferring outside the District Office must return their device; the receiving location will issue a new one.

Device Hold Period for Data Recovery

• Returned devices are held for 30 days for potential data recovery.
• After 30 days, devices may be refurbished, reassigned, or decommissioned.
• Data recovery is not guaranteed after the 30-day period.