Overview
Enterprise Application Support provides the critical link between enterprise software and the end-user desktop environment. This role utilizes tools like Microsoft Endpoint Configuration Manager (MECM/SCCM) to update, configure, and deploy applications within the Desktop Common Operating Environment (DCOE). The position is focused on ensuring applications are properly installed, patched, and maintained across the enterprise to support over 14,000 employees.
Requirements
Responsibilities
• Utilize MECM/SCCM to deploy, update, and manage the lifecycle of applications, software updates, and security patches for the DCOE.
• Create, manage, and deploy application packages, task sequences, and configuration items to maintain a standardized and secure desktop environment.
• Provide daily operational support for MECM/SCCM infrastructure, including monitoring site health, troubleshooting distribution point issues, and ensuring client health across the enterprise.
• Develop and maintain documentation for application packaging, deployment processes, and reporting.
• Analyze and troubleshoot failed application or package deployments and provide remediation.
• Work assigned tickets in accordance with Acceptable Quality Levels (AQL) for performance standards.
Knowledge/Experience must include:
• Primary: Microsoft Endpoint Configuration Manager (MECM) / System Center Configuration Manager (SCCM):
• Application & Package Deployment
• Software Update Management (Patching)
• Client Health Troubleshooting
• Operating System Deployment (OSD) / Task Sequences
• Windows Desktop Operating Systems (Windows 10/11)
• Scripting (PowerShell preferred) for automation and troubleshooting.
• Active Directory Group Policy Management (GPO)
• Hardware/Software Troubleshooting
• Customer Service/Support
• Ticketing System Experience (e.g., BMC Remedy/ServiceNow)
Position Qualifications:
• General Experience/Education: Associate degree or High School Diploma/GED + 3 - 5 years of relevant experience in using MECM/SCCM an enterprise desktop environment.
• Foundational Qualification (Required): Must possess an active DoD 8140 approved Intermediate-level commercial certification for the designated work role (e.g., CompTIA Security+ CE, CySA+, SSCP, or GSEC).
• Environment-Specific Requirement / Resident Qualification (Required): Must possess documented training or certification in at least one primary area of support. Examples include: Microsoft 365 Certified: Modern Desktop Administrator Associate, or an equivalent credential/training certificate focused on MECM/SCCM or enterprise desktop management.
