End User Support Specialist

Title: RFTP 322 - Endpoint Support Technician_100% ONSITE - SMUD

Location: SMUD Facility

Duration: 12 months

Client: SMUD

Rate: As per Market/your expectations

Due Date: Jan 08

SCOPE OF WORK:

SMUD is seeking experienced technicians to provide IT operational support in areas within IT Platform Services and for the 2025 Windows 11 Lifecycle Support and daily operational duties.

Deliverables include, but are not limited to:

• Work on-site at SMUD office locations

• Occasionally drive personal vehicle between SMUD office locations

• Provide Technology Support for Windows 11 Lifecycle

• Perform computer user data and software inventory services

• Perform lifecycle replacement computer services

• Provide computer technical hardware & software assistance

• Perform user, hardware, software inventory services

Perform conference room technical support services

• Perform committee and board meeting technical support

• Complete assigned tasks in Ticketing System

• Windows 11 Lifecycle support including deployments, user assistance, hardware inventory support

The contractors(s) will be responsible for:

• Maintaining client support during SMUD business hours.

• Ensuring assigned tickets in SMUD’s ticketing system are processed and completed.

Mandatory Requirements

• Must have a minimum of 2 years of experience delivering a fully functional and operationalized solution

• Must have provided technical support in the last 3 years.

• Must have experience in troubleshooting and working with Windows 11

Must have a minimum of 2 years of experience supporting desktops, laptops, tablets in an enterprise domain

• Must have a minimum of 2 years of experience with Windows operating systems and user profile support

• Must have a minimum of 2 years of imaging experience.

• Must have experience installing, maintaining, diagnosing, and preparing computer hardware, printers, plotters, and related peripherals using Microsoft software in a networked environment.

• Must have OS & Computer Hardware Lifecycle Replacement

• Must have accessibility to a vehicle to fulfil travel requirements between SMUD’s Headquarters and SMUD’s East Campus location; both are in Sacramento, 7.4 miles apart.

Desirable Qualifications

• CompTIA Technician

• ServiceNow experience

• Software Installs experience

• Experience with diagnoses, research and resolve computer software issues

Assumptions

• Contractors must have reliable internet, work exclusively within the United States.

• This is a 100% ONSITE Task. The Contractor will work Monday through Friday, with an 8-hr shift between 6:00 AM – 5:00 PM (PST) flexible.

• SMUD Training - SMUD Staff will train the initial start-up contractor(s) on the required job functions. Contractor Training - Provide training to contract staff that will be working on support contract. Training is to be provided in a train-the-trainer approach accompanied by full documentation of all processes and procedures of the support contract.

• For the occasional use of candidate’s personal vehicle, mileage to be reimbursed by SMUD at standard mileage rate.

• The resource working on this task will have strong communication, written and collaboration skills. 2

Physical Duties - Ability to lift to 50lbs

QUESTION

Describe a technical support position you have been involved with in the last 3 years. What were your key responsibilities? (1-page maximum)

Describe your experience supporting desktops, laptops, tablets in an enterprise domain. Please include experiences with Windows operating systems and user profile support. (1-page maximum)