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The IT Department has set a goal to increase the number of IT staff members who are proficient to manage and support our Tier 1 level of requests. Currently, half our staff meets this goal. The method of measuring skills required will be through a Skills Grid developed for every area of concentration. Day to day operations require certain skills and knowledge to provide Tier 1 support to our customers. Staff will be cross trained to provide immediate assistance at Tier 1 levels. Training takes place weekly by demonstration with follow up assistance by the key resource in each area.