Device Management Engineer / Administrator

Device Management Engineer / AdministratorLocation: Washington, DC (hybrid, up to 20% remote)Clearance: Ability to obtain and maintain a Public TrustAbout the RoleWe are seeking a Device Management Engineer/Administrator to join an enterprise IT services program supporting multiple components. The program delivers a full range of IT services, including help desk, deskside support, Windows engineering and maintenance, managed print services, IT service management (ITSM), account management, cybersecurity, and cloud technologies.As a member of the Device Management team, you will help deliver workstation support and solutions for a mission-critical federal program with rapidly growing demand for secure access to information anywhere, anytime, from any device. You will work with client stakeholders to expand the capability and capacity of the workstation management service so it reliably meets the needs of a mobile, geographically dispersed workforce. You will collaborate closely with the Customer Relationship Manager, the Desktop Engineering Team Lead, and customer stakeholders.The ideal candidate brings hands-on experience managing a Windows 11 environment, packaging and deploying software, administering enterprise printers, and providing Tier 3 end-user support.Key ResponsibilitiesDesktop Engineering and End-User SupportProvide Tier 3 desktop engineering support for Windows 11 workstations and softwareResolve incident tickets and service requests within SLA using a modern ITSM platformUse Active Directory, Microsoft System Center Configuration Manager (SCCM), BigFix, and related tools to support a highly mobile, geographically diverse user baseDeliver white-glove support to executive-level customersProvide weekly reporting on issues and project statusEnterprise Print ManagementAdminister, configure, and maintain enterprise print devices and print management platformsMonitor fleet performance, device health, supply levels, and uptimeTroubleshoot print issues, including connectivity, driver conflicts, queue management, and user accessManage print queues, security settings, and role-based access controlsCoordinate firmware updates, security patches, and device lifecycle managementPartner with print vendors on escalations, service requests, preventive maintenance, and contract complianceCollaboration Room SystemsDeploy, configure, and maintain collaboration room systems such as Microsoft Surface Hubs and Avocor displaysMonitor device status, alerts, and availabilityPerform root-cause analysis and remediation for audio/video, connectivity, and hardware issuesSupport integrations with calendars, room scheduling displays, directory services, and identity platformsWork with AV vendors on escalated support, installations, and warranty repairsEnsure devices comply with security policies and enterprise configuration baselinesDocument configuration standards, installation guidance, runbooks, and SOPsRequired QualificationsBachelor's degree in Computer Science, Systems Engineering, or a related technical field with 2–4 years of relevant experience, or a Master's degree with less than 2 years of relevant experience; additional experience and/or relevant certifications may be considered in lieu of a degree2+ years providing Tier II–IV support in a Windows-based environmentExperience using and supporting SCCM and end-user workstation environmentsHands-on knowledge of Active Directory Group Policy as applied to workstationsExperience with PIV and CAC authenticationStrong ability to explain complex technical concepts clearly, both verbally and in writingExcellent communication skills for interfacing with customers up to the executive levelAbility to work effectively with a large, diverse team supporting multiple customers and with people of varying technical backgroundsAvailability Monday–Friday during Eastern Time business hours, with extended-hour and weekend support for planned and emergency workAbility to obtain and maintain a Public Trust clearance; the selected candidate will be subject to a government background investigation and must meet eligibility requirements for access to customer informationPreferred Qualifications2+ years administering workstation management systems (e.g., SCCM, Intune, Symantec Endpoint Manager)4+ years in an operations roleGovernment contracting experience, particularly with DOJActive DOJ or DoD clearanceITSM experience, particularly with ServiceNowExtensive knowledge of the Windows 11 operating system