End User Computer Support Specialist

End User Computer Support Specialist

Purpose
The purpose of this Performance Work Statement (PWS) is to define the responsibilities and performance requirements for an End User Computer Support Specialist to provide comprehensive technical support services for end user computing systems, hardware, software, and user accounts. This includes support within a hybrid Azure Active Directory (Azure AD) environment and device management through Microsoft Intune.

Scope
The contractor shall provide one qualified personnel to support efficient operation of IT end user infrastructure and maintain daily operations. The End User Computer Support Specialist will provide direct technical support to end users and ensure the readiness, functionality, and security of all endpoint devices and associated services.

Background
The client’s Office manages computer operations for the National Office, Denver Office, and remote users. Total users supported is < 60 total Full Time Equivalent (FTE) positions.

Technical Support Services
The specialist shall:

• Provide customer and technical support by collecting and managing trouble tickets.
• Analyze user-reported issues, identify root causes, implement solutions, and escalate unresolved issues to appropriate support tiers.
• Track issues through to resolution, ensuring timely updates and closure.
• Deliver technical assistance to end users in person, remotely, or via phone/email.

Azure Active Directory and Intune Management
The specialist shall:

• Possess prior knowledge and experience administering in a hybrid Azure Active Directory environment.
• Support user and device management using Microsoft Intune for Mobile Device Management (MDM), including compliance policy enforcement, application deployment, and device configuration.
• Support identity, security, and policy configurations related to Azure AD and Intune.

IT Infrastructure and Asset Management
The specialist shall:

• Provide support for IT desktop infrastructure and minor server-related issues.
• Set up, configure, image, and deploy PCs, laptops, printers, and other IT assets.
• Perform data transfers, backups, recovery, and new device setup for end users.
• Collect and maintain up-to-date desktop inventory records.
• Decommission and properly dispose of or repurpose unused or obsolete IT assets in accordance with organizational policies.

User Account Management
The specialist shall:

• Create, modify, and manage user accounts within on-premises and cloud-based environments (e.g., Active Directory, Azure AD).
• Support access control, permissions changes, and user profile configurations.
• Assist in account recovery and password resets in accordance with security protocols.