Device Management Engineer / Administrator (Washington DC-Baltimore Area)

Device Management Engineer / Administrator

Location: Washington, DC (hybrid, up to 20% remote)

Clearance: Ability to obtain and maintain a Public Trust

About the Role

We 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 Responsibilities

Desktop Engineering and End-User Support

• Provide Tier 3 desktop engineering support for Windows 11 workstations and software
• Resolve incident tickets and service requests within SLA using a modern ITSM platform
• Use Active Directory, Microsoft System Center Configuration Manager (SCCM), BigFix, and related tools to support a highly mobile, geographically diverse user base
• Deliver white-glove support to executive-level customers
• Provide weekly reporting on issues and project status

Enterprise Print Management

• Administer, configure, and maintain enterprise print devices and print management platforms
• Monitor fleet performance, device health, supply levels, and uptime
• Troubleshoot print 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 device lifecycle management
• Partner with print vendors on escalations, service requests, preventive maintenance, and contract compliance

Collaboration Room Systems

• Deploy, configure, and maintain collaboration room systems such as Microsoft Surface Hubs and Avocor displays
• Monitor 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
• Work with AV vendors on escalated support, installations, and warranty repairs
• Ensure devices comply with security policies and enterprise configuration baselines
• Document configuration standards, installation guidance, runbooks, and SOPs

Required Qualifications

• Bachelor'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 degree
• 2+ years providing Tier II–IV support in a Windows-based environment
• Experience using and supporting SCCM and end-user workstation environments
• Hands-on knowledge of Active Directory Group Policy as applied to workstations
• Experience with PIV and CAC authentication
• Strong ability to explain complex technical concepts clearly, both verbally and in writing
• Excellent communication skills for interfacing with customers up to the executive level
• Ability to work effectively with a large, diverse team supporting multiple customers and with people of varying technical backgrounds
• Availability Monday–Friday during Eastern Time business hours, with extended-hour and weekend support for planned and emergency work
• Ability 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 information

Preferred Qualifications

• 2+ years administering workstation management systems (e.g., SCCM, Intune, Symantec Endpoint Manager)
• 4+ years in an operations role
• Government contracting experience, particularly with DOJ
• Active DOJ or DoD clearance
• ITSM experience, particularly with ServiceNow
• Extensive knowledge of the Windows 11 operating system