IT Asset Manager – Subject Matter Expert

The individual selected for this position will be a member of the Device Management team and the primary work location will be Washington, DC with the potential for up to 20% of work to be performed remote. This individual will work with client stakeholders to improve the capability and capacity of the workstation management service to reliably meet the needs of a mobile, geo-dispersed workforce. The successful candidate will have hands-on experience with managing a Windows 11 workstation environment; packaging, deploying and supporting software for Windows operating systems; managing printers; and providing Tier 3 end-user support.

You will work closely with the component Customer Relationship Manager, Desktop Engineering Team Lead, and customer stakeholders. You will be a part of the Device Management team supporting the following key tasks:

• Provide Tier 3 desktop engineering support for Windows 11 workstations and software
• Complete incident tickets and service requests within SLA and in a modern ITSM tracking system
• Administer, configure, and maintain enterprise print devices and print management platforms
• Monitor fleet performance, device health, supply levels, and uptime
• Troubleshoot print-related 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 lifecycle management of print devices
• Partner with print vendors for escalations, service requests, preventive maintenance, and contract compliance
• Deploy, configure, and maintain collaboration room systems such Microsoft Surface Hubs or Avocor displays
• Monitor collaboration 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
• Collaborate with AV vendors for escalated support, installations, and warranty repairs
• Ensure collaboration devices comply with security policies and enterprise configuration baselines
• Document configuration standards, installation guidance, runbooks, and SOPs for room systems
• Utilize Active Directory, Microsoft System Center Configuration Manager, BigFix and other tools to support a highly mobile and geographically diverse customer
• Provide white glove support to executive level customers
• Provide weekly reporting of issues and projects
• Ability and willingness to work extended hours or modified schedule for planned and emergency work.

Education and Experience: A Bachelor’s degree from an accredited college in a related discipline, with 2-4 years of prior relevant experience; or a Master’s degree with less than 2 of prior relevant experience.  Additional years of experience and/or relevant certifications will be considered in lieu of degree.

Required Qualifications:

• BS in Computer Science, Systems Engineering, or related technical field or equivalent experience with at least 2+ years relevant experience (2+ years with a MS/MIS Degree)
• 2+ years’ experience providing Tier II, III & IV support in a Windows-based environment
• Experience utilizing and supporting System Center Configuration Manager as well as end user workstation environments.
• Hands-on knowledge of Active Directory Group policy as applied to workstations
• Hands-on knowledge of end user workstations and technology to support end user workstations
• Ability to work well with people from many different disciplines with varying degrees of technical experience
• Ability to express complex technical concepts effectively, both verbally and in writing
• Ability to work with a large diverse team supporting multiple customers in a shared team environment.
• Experience with PIV and CAC authentication
• Provide support on a M-F business hours schedule in the eastern time zone
• Extended hour and weekend support on emergency basis.
• Excellent communication skills are required to effectively interface with customers up to the executive level..

Desired Qualifications:

• 2+ years of experience with workstation systems management systems (i.e. SCCM, Symantec Endpoint Manager, Intune, etc…)  administration support
• 4+ years of experience in an operations role
• ITSM knowledge and experience, particularly with ServiceNow
• Extensive knowledge of Windows 11 operating system