Systems Administrator - Microsoft Endpoint Config Mgr; MECM

Place of Performance

National Capital Region (Pentagon and JSP-designated alternate sites) - You MUST reside in the DC Metro Area to be considered

SHR is a premier technology integrator solving our nation’s most complex modernization and readiness challenges across the defense, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration, enterprise IT, including cloud services: cyber, software, advanced analytics, and AI. With an intimate understanding of our customers’ challenges and deep expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions.

We are a rapidly growing organization seeking experiencedMECM Systems Administrators (multiple openings) to operate and maintain the Microsoft Endpoint Configuration Manager (MECM) deployment supporting the DISA Joint Service Provider (JSP). MECM is the production tool used to manage Windows endpoints across the OSD forest, OMS, and Platform Management domains, providing inventory, software distribution, OS imaging, settings management, and security management on NIPR, SIPR, TS-C, and JWICS networks.

This posting covers Subject Matter Expert (Intermediate) and System Administrator openings on the MECM team.

• Monitor the JSP Enterprise ITSM system 24x7x365 for tickets assigned to Platform Services queues and ensure they are addressed within established SLA windows (e.g., 0 minutes for Critical, 2 hours for High, 4 hours for Medium/Low after queue assignment).
• Reassign tickets to the Service Desk or other appropriate teams when improperly placed in Platform Services queues, in accordance with documented Work Instructions.
• Analyze and triage tickets to determine proper resolution; perform the action when within scope or elevate to SME-level attention.
• Resolve incidents within established AQLs (e.g., 4 hours for Critical, 48 hours for High, 72 hours for Medium/Low) and update work logs for INC tickets pending action by a Platform Service resource at least every 48 hours.
• Coordinate and serve as the liaison between the JSP Service Desk and other Service/Agency service desks for all actions relating to incident ticket assignments, tracking, and escalation.
• Research, prepare, and present Daily Incident Management reports including aging incident requests (5 days old or older), backlog trends, and root cause indicators.
• Lead and support Problem Management activities, including identifying recurring incidents, conducting root cause analysis, documenting Known Errors, and driving permanent fixes through Change Management.
• Provide input to Monthly IPR reports including total incidents, completed incidents, open incidents (by status, impact, and age), service requests, change requests, and SLA impact time by application.
• Maintain the central Problem and Solution Knowledge Base on JSP Portals and update Work Instructions and recall lists as needed.

• Three (3) or more years of hands‑on experience administering an enterprise ITSM tool (BMC Remedy/Helix preferred; Service Now acceptable), including queue management, incident management, problem management, and reporting.
• Working knowledge of ITIL service management practices; ITIL Foundation certification strongly preferred.
• Experience operating in a 24x7 ticket queue or NOC environment, including familiarity with verbal and ticket‑based escalation procedures.
• Working knowledge of Microsoft Windows Server, Active Directory, and core enterprise services sufficient to triage incidents and route them appropriately.
• Strong analytical, written, and verbal communication skills; ability to summarize ticket trends and present to Government leadership.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint), SharePoint, and reporting tools (e.g., Power BI, Remedy Smart Reporting).
• For the Senior variant, prior experience as a queue lead with responsibility for triage decisions and Daily Incident Management reporting is required.