2025-0111 Desktop engineering support with specialization in SCCM operation

• The Contractor shall manage and be
  responsible for all Contractor personnel.
  
• The Contractor’s personnel shall be
  knowledgeable and experienced in the nature of the tasks and activities of the
  Service.
  
• The Contractor’s personnel shall possess
  valid Personal Security Clearances for the duration of the Contract
  performance.
  
• The Contractor’s personnel shall be
  courteous and professional in dealing with NATO and Purchaser’s staff.
  
• The Contractor’s personnel shall have
  sufficient knowledge in English language to allow smooth verbal and written
  communication.
  
• The Contractor’s shall strive to lower the
  rotation of personnel and maintain the same staff working under this SoW.
  
• The Purchaser will support the Contractor’s
  personnel with access to the IT systems as required.
  
• The Contractor shall handle the Purchaser’s
  furnished equipment (PFE) with due care.
  
• The Contractor shall operate the equipment
  following the manufacturer’s requirements.
  
• The Contractor shall minimize the impact to
  the end users during the execution of the work.
  
• The Contractor shall bring immediately to
  the attention of the Purchaser Point of Contact any issues preventing the
  execution of the work.
  
• The Contractor’s personnel will report to
  and receive guidance from Purchaser Point of Contact on-site, Service Owner and
  Service IT Operations Lead.
  
• The Contractor’s personnel shall follow
  local site procedures to obtain physical unescorted access to the assigned work
  position and logical access to the networks in scope.
  
• The Contractor’s personnel shall liaise with
  other Purchasers’ support teams as necessary.
  

• The Contractor’s personnel shall use the
  Purchaser Information Technology Service Management (ITSM) ticketing system
  following the Purchaser’s procedures and observe relevant KPIs.
  
  
  

Requirements

• MCM (former SCCM) - Deploying software
  packages, managing OS upgrades, and applying monthly security patches across
  user devices. Automating packaging processes and troubleshooting failed
  deployments.
  
• Active Directory and Group Policy Management
  (GPOs) - Assisting in the creation, modification, and maintenance of
  Organizational units, user and groups, Group Policies to enforce settings
  across user devices.
  
• Application COTS Troubleshooting - Ability
  to diagnose issues related to COTS applications, proficiency in installing and
  configuring, integration with exiting system, ensuring seamless operations  
  
• Windows 10/11 troubleshooting - Problem
  solving, strong knowledge of windows 10 OS, Diagnose and resolve technical
  issues, support software and hardware related problems.
  
• PowerShell - Created, document, implement
  and troubleshoot scripts written in PowerShell
  
• ITIL Concepts - Desirable certification in
  ITIL Foundation