Device Management Engineer

Job description

Responsibilities

Provide Tier III desktop engineering support for Windows 11 workstations and software.Complete incident tickets and service requests within SLA and in a modern ITSM tracking system.Administer, configure, and maintain enterprise print devices and print management platforms.Monitor fleet performance, device health, supply levels, and uptime.Troubleshoot print-related issues, including connectivity, driver conflicts, queue management, and user access.Manage print queues, security settings, and role-based access controls.Coordinate firmware updates, security patches, and lifecycle management of print devices.Partner with print vendors for escalations, service requests, preventive maintenance, and contract compliance.Deploy, configure, and maintain collaboration room systems such as Microsoft Surface Hubs or Avocor displays.Monitor collaboration device status, alerts, and availability.Perform root-cause analysis and remediation for audio/video, connectivity, and hardware issues.Support integrations with calendars, room scheduling displays, directory services, and identity platforms.Collaborate with AV vendors for escalated support, installations, and warranty repairs.Ensure collaboration devices comply with security policies and enterprise configuration baselines.Document configuration standards, installation guidance, runbooks, and SOPs for room systems.Utilize Active Directory, Microsoft System Center Configuration Manager, BigFix and other tools to support a highly mobile and geographically diverse customer.Provide white glove support to executive level customers.Provide weekly reporting of issues and projects.Ability and willingness to work extended hours or modified schedule for planned and emergency work.

Required Qualifications

BS in Computer Science, Systems Engineering, or related technical field or equivalent experience with at least 2+ years relevant experience (2+ years with a MS/MIS Degree); or a High School diploma with 2+ years of prior relevant experience.2+ years’ experience providing Tier II, III & IV support in a Windows-based environment.Experience utilizing and supporting System Center Configuration Manager as well as end user workstation environments.Hands-on knowledge of Active Directory Group policy as applied to workstations.Hands-on knowledge of end user workstations and technology to support end user workstations.Ability to work well with people from many different disciplines with varying degrees of technical experience.Ability to express complex technical concepts effectively, both verbally and in writing.Ability to work with a large diverse team supporting multiple customers in a shared team environment.Experience with PIV and CAC authentication.Provide support on a M-F business hours schedule in the eastern time zone, with extended hour and weekend support on an emergency basis.Excellent communication skills are required to effectively interface with customers up to the executive level.Ability to obtain and maintain a Public Trust clearance (Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information).

Preferred Qualifications

2+ years of experience with workstation systems management systems (i.e. SCCM, Symantec Endpoint Manager, Intune, etc.) administration support.4+ years of experience in an operations role.Government contracting experience, particularly with the DOJ.Existing/current DOJ or DOD Clearance.ITSM knowledge and experience, particularly with ServiceNow.Extensive knowledge of Windows 11 operating system.HP Printer Support.Reimaging Support.Use of an ITSM ticketing system.Past experience with Department of Justice components.Bachelor’s degree.

Technical Skills

Windows 11 operating system administration and supportSystem Center Configuration Manager (SCCM), BigFix, Symantec Endpoint Manager, IntuneActive Directory Group policyITSM ticketing systems (such as ServiceNow)HP Printer support, management platforms, queues, and fleet monitoringCollaboration room systems (Microsoft Surface Hubs, Avocor displays)PIV and CAC authentication

Experience

2+ years of relevant technical experience with a BS/MS degree, or 2+ years of prior relevant experience with a High School diploma.2+ years of experience providing Tier II, III & IV support in a Windows-based environment.4+ years of experience in an operations role (preferred).2+ years of experience with workstation systems management systems administration support (preferred).

Education

High School diploma or a Bachelor’s/Master’s degree from an accredited college in a related discipline (Computer Science, Systems Engineering, or related technical field).

Certifications

Not provided

Clearance / Work Authorization

Ability to obtain and maintain a Public Trust clearance.Additional background check required: ESAV Public Trust screen consisting of the Personal Disclosure form and Soft Credit Check.

Interview Process

Virtual interview with Hiring Manager, submittal to client for approval.Persons involved: Meredith Schutt, EM, and client PM.Timeline: Will vary based on client availability / Urgent.