PRINTER MANAGEMENT LEAD

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

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. This position leads a five-person team throughout the enterprise to operate, maintain, manage, and update the printer fleet.  The lead analyzes enterprise-wide and on-site printer and multi-function device faults, determines the appropriate resolution path, manages consumables and vendor escalation, and keeps the headquarters and enterprise printer fleet STIG-compliant, inventoried, and available, while supporting Tier II deskside resolution for end users. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

• Serve as the DCSA’a enterprise printer and multi-function device (MFD) point of accountability: analyze device faults and print-management alerts to determine root cause, decide whether resolution requires configuration, driver, queue, firmware, consumable, relocation, or vendor action, and coordinate DLA/OEM service as the Government's technical liaison.
• Evaluate printer fleet STIG compliance, firmware currency, and vulnerability status for the site, determine remediation actions within agency timeframes, and maintain accurate printer inventory from deployment through disposition.
• Manage user-replaceable consumables for the site by analyzing print-management usage and toner data, determining reorder needs, coordinating orders through approved channels, and contributing to the Printer Usage and Toner and Consumables Status Reports.
• Serve as the on-site IT decision-maker for assigned regional and field locations, analyzing escalated incidents involving desktops, laptops, peripherals, printers, mobile devices, and network connectivity to determine root cause and the appropriate resolution approach without on-site supervision.
• Evaluate whether issues can be resolved locally or require remote Tier II/III, communications, or vendor involvement, determine the correct resolver group, and coordinate remote resolution while retaining ownership of the customer outcome.
• Determine deployment and refresh approach for site workstations (image selection, configuration, data migration, scheduling with users) and execute using STIG-compliant images and provisioning tools.
• Assess printer, multi-function device, VoIP phone, VTC endpoint, and conference room equipment issues to determine whether configuration, repair, consumable, cabling, or vendor action is required, and coordinate vendor and engineering support accordingly.
• Evaluate mobile device onboarding and MDM enrollment issues, determine corrective actions within policy, and advise users on approved configurations and secure use.

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 35 pounds
• Travel by land or air transportation 25 %

• CompTIA A+ CE, Network+ CE, or Security+ CE certification.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Experience supporting Department of War (DoW), 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.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.

The base salary range represents the anticipated low and high end of the salary range for this position. Actual salaries may vary based on various factors including but not limited to work location, skills, experience, gov con contractual requirements, and performance. The range listed is just one component of Empower AI's total compensation package for employees.