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Ongoing Windows PC Support & Microsoft Intune Setup
We're looking for a skilled IT professional to join our team on a part-time, as-needed basis. This role will help us improve our IT support and standardize our device management processes. We're a small but growing team of 10, geographically distributed across the US and primarily remote. Users are primarily on Dell Inspiron 14 devices, mostly Windows 11 Pro. Our current process for setting up new computers is manual and time-consuming, involving individual purchases from Best Buy, manual configurations, and software installations (e.g., installing Google Chrome and GCPW, disabling consumer settings and applying local policies, installing Malwarebytes, removing bloatware, etc). We're looking for someone to help us make things more efficient, standardized, and professional. # 1. IT Process Review & Microsoft Intune/Autopilot Implementation (One-Time Project) The initial phase will focus on reviewing our current IT processes and evaluating our basic IT needs to ensure we're following best practices and identifying areas for standardization, including: * Reviewing existing device configurations on our current PCs (primarily Dell Inspiron 14, Windows 11 Pro). * Assessing our use of Google Credential Provider for Windows (GCPW) for logins and determining if a transition to Microsoft logins (with Intune) makes sense, given our primary use of Google Workspace and limited Office 365 usage. We are not looking for Office 365 support at this time. * Evaluating our current device purchasing process (buying consumer models from Best Buy) and providing recommendations for a more professional IT practice. This includes suggestions for more suitable business-grade devices (e.g., Dell Latitude, Lenovo ThinkPads, Microsoft Surface Laptops) as we replace our current fleet. We've found the Inspirons are not holding up and frequently have quality issues. * Reviewing our current asset management (recorded in a Google Sheet) and advising on potentially migrating to a system like Jira Service Management for better logging of asset support and lifecycle. * Designing and implementing Microsoft Intune and Autopilot for our organization. This will help us: * Standardize new device onboarding: Enable a more automated setup for new Windows PCs, allowing them to be configured with our settings, applications, and security policies. * Improve remote device management: Establish a central platform for managing our Windows PCs, enabling remote updates, software deployment, policy enforcement, and troubleshooting. * Optimize security and software deployment: Evaluate our current security tools (e.g., Malwarebytes) alongside Windows Defender and Intune to determine the most effective setup. * Enhance asset management: Help us update and standardize our asset catalog for better tracking of our devices. * Documenting the setup/onboarding process for future use and handover as needed. # 2. Ongoing Remote IT Support (Part-Time, As-Needed) After the Intune and Autopilot setup is complete, you'll provide ongoing remote IT support to our team. Our normal support volume is quite low, and we don't expect ongoing support to exceed 5 hours per month on average. Support will primarily be delivered via email and phone/online meetings. If needed, and at your discretion for justified in-person repairs, we may ship a device to your US-based location. Recent issues have included: * Troubleshooting wireless connectivity problems (e.g., re-enabling wireless options via CMD). * Resolving computer boot loops and other OS-level issues. * Addressing new user access issues related to administrative settings. * Performing occasional hardware troubleshooting. # Ideal Candidate Will Have: * Strong experience with Windows PC support and troubleshooting (especially Windows 11 Pro). * Proven expertise in configuring and deploying Microsoft Intune and Autopilot. * Familiarity with remote support tools and IT best practices. * Experience with device lifecycle management, including purchasing recommendations for business environments. * Experience or understanding of asset management systems like Jira Service Management. * Excellent communication skills and the ability to work independently. * A proactive approach to identifying and solving IT challenges. # In Your Proposal, Please Also Include: * How you prefer to invoice for work completed (e.g., weekly, bi-weekly, upon completion of project milestones). * Your preferred method for receiving new support queries directly from our users. Please note: Our users will not have access to Upwork or log in there to make requests. We are looking for a seamless way for users to contact you for support (e.g., a dedicated email address, a simple ticketing system you can set up, etc.) so I do not need to coordinate between you and the user.