End User Support Personnel Services

The Vendor is required to provide end user support personnel services for include:
- Service desk and IT support analyst — junior
•    Triage and resolve incidents and requests via ITSM.
•    Troubleshoot windows and macos, VPN, printers, and basic network issues.
•    Perform account provisioning, password resets, Mfa support.
•    Document steps and resolutions.
•    Escalate per sops.
- Service desk and IT support analyst — intermediate
•    Resolve advanced endpoint issues.
•    Conduct root cause analysis.
•    Provide VIP support.
•    Maintain kb articles.
•    Participate in major incident response.
- Service desk and IT support analyst — senior
•    Act as escalation point for critical incidents.
•    Own service kpis/Slas.
•    Optimize processes.
•    Lead training and mentorship.
•    Govern vendor performance.
•    Support change enablement.
- Systems administrator — junior
•    Perform basic azure monitoring tasks.
•    Maintain runbooks.
- Systems administrator — intermediate
•    Administer azure IaaS/PaaS.
•    Support hybrid identity.
•    Develop PowerShell automation.
•    Support migrations and upgrades.
- Systems administrator — senior
•    Design azure architectures.
•    Develop enterprise PowerShell automation.
•    Lead migrations.
•    Align security and governance with architecture teams.
- Service now support administrator – junior
•    User and group administration
•    Incident and request troubleshooting
•    Basic catalog, form, and workflow updates
•    Platform monitoring and data quality
•    Following established standards and procedures
- Service now support administrator – senior
•    Advanced configuration and customization (workflows, integrations, scripting)
•    Platform governance, standards, and quality assurance
•    Complex incident and problem resolution
•    Performance optimization and upgrade planning
•    Stakeholder engagement and technical leadership
- Digital workplace services m365 technician
•    Provide technical support for end user devices, operating systems, and workplace applications.
•    Support Microsoft 365 collaboration and productivity tools.
•    Troubleshoot and resolve incidents and service requests with minimal business disruption.
•    Provision, configure, and maintain devices using modern management tools (e.g., Intune, autopilot, Entra id).
•    Support onboarding and off boarding activities, including device setup and access provisioning.
•    Collaborate with it service, security, and infrastructure teams to support workplace solutions.
•    Document solutions, processes, and known issues to support service improvement.
- Digital workplace services audio visual (AV) technician
•    Install, configure, and operate AV systems (displays, cameras, microphones, speakers, control systems).
•    Support Microsoft teams rooms (MTR) hardware and rooms.
•    Support live meetings and events, ensuring AV readiness and real time issue resolution.
•    Diagnose and troubleshoot AV hardware, software, and connectivity issues.
•    Perform routine maintenance, testing, and validation of AV equipment.
•    Collaborate with it, facilities, and event stakeholders to deliver effective AV solutions.
•    Document Av configurations, setups, and support procedures.
•    Provide user assistance and basic training on AV and conferencing technologies.
- Digital workplace services administrator
•    Administer Microsoft 365 services and core workloads.
•    Support Entra id identity and access management.
•    Administer and support Microsoft teams rooms (MTR).
•    Configure and manage Intune device and endpoint policies.
•    Develop and maintain PowerShell automation.
•    Support and lead migrations, upgrades, and platform improvements.
•    Contribute to platform governance, security, and standards alignment.