PRINTER MANAGEMENT LEAD
About The Position
Empower AI is seeking a Printer Management Lead to serve as the enterprise printer management lead at the headquarters campus of a Department of War agency. The role leads a five-person team responsible for operating, maintaining, managing, and updating the enterprise printer fleet. The lead analyzes printer and multi-function device faults, determines appropriate resolutions, manages consumables and vendor escalations, and keeps the fleet STIG-compliant, inventoried, and available while supporting Tier II deskside resolution for end users. This is a salaried, FLSA-exempt position requiring independent analysis, discretion, and judgment on matters significant to the program and its customers. The position is onsite in Quantico, Virginia (RKB), with up to 25% travel, including occasional overnight travel. The role also supports assigned regional and field locations with escalated IT incidents and workstation deployment and refresh activities.
Requirements
- Bachelor’s degree and 4 years of related experience; alternatively, an Associate’s degree with 6 years of related experience, or 4 years of related experience in lieu of a degree.
- Must be a U.S. citizen.
- Must have an active Top Secret clearance with SCI eligibility, favorably adjudicated T5/T5R, before starting.
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation or Continuous Vetting.
- Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties; examples include CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
- Ability to work independently, analyze problems, determine appropriate courses of action, and exercise discretion and independent judgment with limited day-to-day supervision.
- Experience or demonstrated aptitude in desktop support, field service, help desk, or IT hardware installation.
- Working knowledge of Windows 10/11, PC hardware, peripherals, printers, mobile devices, and basic networking, including TCP/IP, Wi-Fi, VPN, and cabling.
- Ability to work independently at remote sites with minimal on-site supervision and coordinate with remote teams by phone, chat, and ticket.
- Valid driver’s license and ability to travel within the assigned region up to 25% with pre-approved travel; occasional overnight travel is required.
- Ability to lift and move IT equipment up to 50 pounds, work in equipment closets and under desks, and use ladders as needed.
- Strong customer service, communication, and organizational skills.
Nice To Haves
- CompTIA A+ CE, Network+ CE, or Security+ CE certification.
- Experience using ServiceNow or a comparable enterprise ITSM platform, including incident, request, knowledge, CMDB, Service Catalog, or Virtual Agent functions.
- Experience working across NIPRNet, SIPRNet, and JWICS security enclaves and with classified system handling procedures.
- Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments.
- Familiarity with MECM/SCCM, Intune, BitLocker, and enterprise imaging tools.
- Familiarity with VoIP phones, VTC endpoints, and structured cabling.
- Interest in growing into desktop engineering, telecommunications, or systems administration roles.
Responsibilities
- Serve as the enterprise printer and multi-function device point of accountability, analyzing faults and print-management alerts, determining root causes and resolution paths, and coordinating DLA/OEM service as the Government’s technical liaison.
- Evaluate printer fleet STIG compliance, firmware currency, and vulnerability status; determine remediation actions; and maintain accurate inventory from deployment through disposition.
- Manage user-replaceable consumables by analyzing usage and toner data, determining reorder needs, coordinating approved orders, and contributing to usage and consumables status reports.
- Serve as the on-site IT decision-maker for assigned regional and field locations, resolving escalated incidents involving computers, peripherals, printers, mobile devices, and network connectivity.
- Determine whether incidents can be resolved locally or require remote Tier II/III, communications, or vendor support; coordinate resolution and retain ownership of customer outcomes.
- Determine workstation deployment and refresh approaches, including image selection, configuration, data migration, and user scheduling, and execute deployments using STIG-compliant images and provisioning tools.
- Assess printer, MFD, VoIP phone, VTC endpoint, and conference room equipment issues and coordinate required vendor or engineering support.
- Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.
- Lead a five-person enterprise printer management team.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
