User Support Engineer
About The Position
NOVA-Dine is seeking a User Support Engineer to support the Defense Enclave Services (DES) program at Fort Meade, Maryland. The role serves as a senior technical authority for enterprise end-user computing environments across Department of Defense organizations. The engineer provides systems engineering, architecture assessment, technical planning, systems integration, validation, and operational support for user-facing technologies and services. The successful candidate leads resolution of complex technical issues affecting end-user computing devices and supports the design, implementation, security, and sustainment of enterprise workstation and endpoint solutions. The role analyzes system performance, assesses risk, evaluates infrastructure requirements, and develops technical solutions that balance operational, technical, schedule, and cost constraints. The engineer works with cybersecurity, engineering, operations, service desk, and government stakeholders to deliver reliable, secure, and effective enterprise user support services.
Requirements
- Bachelor's degree in Information Technology, Engineering, Computer Science, or a related technical discipline, or an equivalent combination of technical training, certifications, and relevant experience.
- Minimum 10 years of experience relevant to systems engineering, user support, endpoint engineering, infrastructure support, or enterprise IT operations.
- Minimum 5 years of systems engineering, systems design, and operational support experience.
- Minimum 7 years of experience configuring, securing, troubleshooting, and supporting end-user computing devices in enterprise environments.
- Demonstrated leadership or managerial experience supporting technical teams and enterprise operations.
- Experience resolving highly complex technical problems with minimal supervision.
- Experience performing system assessments, architecture reviews, infrastructure analysis, verification, and validation activities.
- Active, unexpired DoD 8570/8140 IAT Level II certification before interview consideration; examples include Security+ CE, CySA+, CCNA Security, or an equivalent qualifying certification.
- Active DoD Secret Clearance or higher before start date.
- U.S. citizenship required.
- Enterprise endpoint management and support.
- Windows workstation administration and troubleshooting.
- Endpoint security and compliance management.
- Active Directory and Group Policy administration.
- Microsoft 365 and enterprise productivity platforms.
- Hardware/software lifecycle management.
- System integration and engineering analysis.
- Root-cause analysis and problem resolution.
- Infrastructure assessment and technical documentation.
- Strong written and verbal communication skills.
Nice To Haves
- Experience supporting Defense Enclave Services (DES), DISA, or Department of Defense environments.
- Experience supporting large-scale enterprise endpoint modernization initiatives.
- Experience with Microsoft Intune, MECM/SCCM, Windows Autopilot, or similar endpoint management technologies.
- Experience supporting enterprise virtualization and remote access technologies.
- Experience with ServiceNow or other ITSM platforms.
- Advanced endpoint security and device management experience.
- Additional Microsoft, cybersecurity, or systems engineering certifications.
Responsibilities
- Serve as a senior technical authority for enterprise end-user computing services and technologies.
- Provide advanced troubleshooting, engineering support, and issue resolution for complex workstation, endpoint, peripheral, and user support incidents.
- Perform technical planning, system integration, verification, validation, and operational readiness assessments.
- Lead architecture reviews, infrastructure assessments, system evaluations, and technical analyses of end-user computing environments.
- Design, implement, configure, secure, and maintain enterprise workstation and endpoint solutions.
- Support deployment, modernization, lifecycle replacement, and sustainment of end-user computing devices.
- Analyze customer requirements and convert operational needs into scalable technical solutions.
- Conduct risk assessments and develop mitigation strategies to improve performance, reliability, and maintainability.
- Evaluate existing technologies and recommend improvements to support long-range organizational objectives.
- Support hardware and software testing, implementation, operation, maintenance, and lifecycle management activities.
- Develop engineering documentation, technical procedures, implementation plans, and knowledge articles.
- Collaborate with cybersecurity teams to ensure compliance with DoD security standards and endpoint security requirements.
- Provide technical leadership, mentorship, and guidance to service desk personnel and junior engineers.
- Support root-cause analyses, major incident investigations, and continuous service improvement initiatives.
- Participate in technical reviews, stakeholder briefings, and operational planning activities.
Benefits
- Medical, dental, vision, life, and disability coverage.
- Retirement savings with company match.
- Paid time off.
- Voluntary supplemental benefits.
- Access to an employee assistance program.
- Educational assistance with tuition reimbursement.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
