User Support Engineer

The User Support Engineer/Solutions Engineer works with the End User Services Team working to solicit requirements, research, and evaluate problems to develop solutions and architectures to support the customer requirements.

Education and Experience:

• Bachelor’s Degree or a combination of technical training, certifications, and experience
• 5+ Years of Systems engineering design and operations experience.
• 7+ Years experience with configuring, securing, and troubleshooting end-user computing devices
• Solution engineering design and transition for SCCM, MECM, MS InTune, VMware, Azure Virtual Desktop Infrastructure, Desktop EndPoint Solutions to include Apple products, and Virtual Hosting/Data Storage Management.
• IAT Level II certification (Security+ CE or appropriate DoDM 8570 Baseline Certification) is required before start

Responsibilities:

• Completes activities to support system integration, system evaluation and analysis, site surveys, verification and validation, cost and risk, and supportability and effectiveness analysis for total systems and architectures.
• Conduct advanced research and analysis of current systems to support development of strategic implementation plans and designs, document and mitigate risks as well as lessons learned, and provide regular updates.
• Research and collaborate with vendors and various groups, such as R&D, Server and Network teams, and provide recommendations on how to leverage emerging technology to improve mission assurance.
• Conducts engineering technical analysis to support resolving issues through application of engineering theories and concepts.
• Support the operational assessment and documentation of systems security and compliance posture to maintain accreditation.
• Provide input to project schedules, identify and mitigate risks, document lessons learned, and deliver regular updates to stakeholders
• Develops implementation plans, SOPs, schedules, and other pertinent documents and artifacts
• Support desktop and release and deploy activities including, but not limited to, desktop support, imaging, MS System Center Configuration Manager (SCCM), Microsoft EndPoint Configuration Management (MECM), and MS Intune

Knowledge and Skills:

• Exhibit the flexibility to multitask, refocus and shift priorities to support the mission, warfighter and customer requirements.
• Adapt for working in team oriented or independent projects
• Lead a multi-functional team, prioritize actions, and support customer requirements
• Excellent technical writing & presentation skills
• Maintain a strong understanding of networking architecture, servers, systems design, virtual hosts, and configuration management and licensing.
• Ability to visualize proposed solutions in diagrams, feasibility documents and reports (i.e., understanding/experience with OV-1/SV-1 diagrams)
• Document Standard Operating Procedures and guides.
• Excellent verbal and written communication skills
• Ability to organize and facilitate planning and demonstrations
• Ability to track, manage, and ensure project tasks are completed in a timely manner
• Ability form and lead integrated product teams (IPT) to support the activities and meet customer requirements

Technical Knowledge

• Understanding of the technical environment
• Microsoft operating system
• Understanding of Apple computing devices
• Microsoft InTune
• Microsoft Virtual Desktop Infrastructure
• Remedy ITSM/ServiceNow
• System Center Configuration Manager (SCCM)
• Microsoft Endpoint Configuration Manager (MECM)

Clearance/Citizenship:

• Secret
• Must be US Citizen

Travel Requirements:

This position will involve minimal travel, up to 25% of time

Location: Fort Meade, MD (On Site)