User Support Engineer

About the role

NOVA-Dine is seeking a User Support Engineer to support the Defense Enclave Services (DES) program at Fort Meade, MD.

This position serves as a senior technical authority supporting enterprise end-user computing environments across Department of Defense organizations. The selected candidate will provide advanced systems engineering, architecture assessment, technical planning, systems integration, validation, and operational support for user-facing technologies and services. The successful candidate will lead the resolution of complex technical issues affecting end-user computing devices while supporting the design, implementation, security, and sustainment of enterprise workstation and endpoint solutions.

The User Support Engineer will analyze system performance, assess risks, evaluate infrastructure requirements, and develop technical solutions that balance operational, technical, schedule, and cost constraints. This individual will work closely with cybersecurity, engineering, operations, service desk, and government stakeholders to ensure reliable, secure, and effective delivery of enterprise user support services.

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.

Qualifications

• Education
• Bachelor's degree in Information Technology, Engineering, Computer Science, or related technical discipline; or
• Equivalent combination of technical training, certifications, and relevant experience.
• 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.
• Required Certifications
• Active, unexpired DoD 8570/8140 IAT Level II certification prior to interview consideration.
• Examples include Security+ CE, CySA+, CCNA Security, or equivalent qualifying certification.
• Clearance Requirements
• Active DoD Secret Clearance or higher required prior to start date.
• U.S. Citizenship required.
• Required Skills
• 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.
• Preferred Qualifications
• 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.

Salary Range

$120,000 to $143,000

The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.

Benefits

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.