Users
|
Support Effort
|
| New employee onboarding (Account creation) |
| New employee equipment provisioning |
| New employee equipment setup and support |
| User identity management |
| Vendor and third-party identity & access management |
| 1st level systems monitoring |
| Technical phone support |
| Deskside support |
| Mobile device provisioning in Intune |
| Printer setup and support |
| M365 application (Word, Excel, etc.) administration and support |
| Active directory administration and support |
| Conference room setup and support |
| VOIP configuration and support |
| Exchange configuration and support (Email) |
| Teams support |
| SharePoint configuration and support |
| Intranet configuration and support |
| Routine site visits for user support |
| On-call after-hours technical support (24x7) |
| Executive support for VIP users |
Authentication and Access
|
| Single Sign-On (SSO) configuration and support |
| Centralized application dashboard |
| Multi-factor authentication (MFA) setup and support |
| Conditional Access Policies configuration |
| Role-based access control (RBAC) management |
User Education
|
| User feedback collection and analysis for IT improvements |
| Knowledge base article creation for common support topics |
| Training sessions for users on new technologies and tools |
| Security training and awareness sessions for employees |
| Phishing simulation campaigns |
| Password policy enforcement and education |
Collaboration and Productivity
|
| Support for third-party collaboration platforms (e.g., Zoom, Slack, Webex) |
| M365 collaboration solution configuration and administration (Teams, SharePoint, Exchange, etc.) |
| O365 Suite support (OneDrive, Power Apps, Power Automate, Power BI) |
| Mobile Device Management (MDM) |
| Meraki MDM management and support |
| Apple Business Manager configuration |
| BYOD support |
| Mobile device setup through carrier |
Application Support (See List)
|
| |
Physical
|
Data Center Design and Monitoring
|
| Core switch monitoring |
| Core firewall monitoring |
| Physical host monitoring |
| Temperature and humidity monitoring |
| Power delivery and consumption monitoring |
| Alerts for environmental anomalies (cooling system failures, etc.) |
| Structured cabling installation and maintenance |
| Rack and cable management in data centers |
Networking
|
| All Locations |
| Switches: Monitor, configure, repair/replace |
| Routers, Wireless Access Points, Firewalls, ATA’s |
| Plant Locations |
| Industrial switch maintenance |
| Data Center |
| Core network design, configuration, and maintenance |
Server Management
|
| All Locations |
| Domain controller monitoring, repair, backup, and patching |
| Local file share servers |
| Locally hosted application servers |
| Plant Locations |
| PLC & Automation Support |
| Data Center |
| Virtual server monitoring and maintenance |
Desktop and End-User Hardware
|
| User desktops, laptops, and peripherals (monitors, keyboards, etc.) |
| Multi-function printers, individual printers, scanners |
| Desk phones and mobile devices |
| Conference room - video teleconference systems |
Audio-Visual Systems
|
| Audio source equipment, amplifiers, speakers |
| Video source equipment, TV’s, projectors |
| Audio/Video control systems |
| Digital signal processors |
| Lighting control systems |
Facility Infrastructure
|
| Physical asset inventory management |
| Secure data destruction on retired hardware |
| UPS system management and generator testing |
| Battery monitoring and scheduled UPS maintenance |
| Security cameras, access control systems, fire/smoke alarm systems (coordinated with Physical Security Team) |
| |
Virtual
|
Cloud Configuration, Administration, and Support
|
| Design, develop, and support CI/CD pipelines |
| Azure DevOps administration and support |
| Docker and Kubernetes configuration, administration, and support |
| GitHub code repository |
Azure IaaS
|
| Virtual machines configuration, administration, and support |
| Storage accounts, virtual networking, express routes |
| Virtual network gateway configuration |
| Azure backups, recovery services vault |
Azure PaaS
|
| Azure App Services, Application Gateway |
| Load balancing, Key Vault, Azure SQL |
| Database services, Certificate services, Azure DNS |
Azure SaaS
|
| O365 Suite (Exchange, SharePoint, OneDrive, Teams, Power BI, Power Apps, Power Automate) |
| Azure Virtual Desktop |
| Entra ID (Azure AD) |
Compliance and Regulation Adherence Support
|
| Continuous compliance monitoring (e.g., Vanta) |
| Tools for ensuring compliance with security standards (e.g., SOC 2, HIPAA) |
| Cloud governance (Azure Policy, AWS Config) |
Disaster Recovery and Backup
|
| Disaster Recovery as a Service (DRaaS) |
| Cloud-based backup management (e.g., AWS Glacier, Azure Archive Storage) |
| Cloud data lifecycle management (long-term data retention) |
Hybrid and Multi-Cloud Management
|
| Hybrid cloud management (Azure Arc, AWS Outposts) |
| Cloud cost optimization (Azure Cost Management, AWS Cost Explorer) |
| Rightsizing cloud resources for efficiency |
Security as a Service (SecaaS)
|
| Cloud-based security services (WAF, DDoS protection, SIEM) |
| Vulnerability scanning and remediation |