About the position
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Service Management, Integration, and Transport (SMIT) is one the largest IT services programs for the Navy and U.S. Marine Corps (USMC), supporting approximately 400,000 seats around the world. The SMIT contractor provides enterprise services to the Marine Corps Enterprise Network (MCEN), Navy-Marine Corps Internet (NMCI), and OCONUS Navy Enterprise Network (ONE-Net) including transport, datacenter, network operations, service desk, cybersecurity, and managed services. CDW-G supports the SMIT contractor in several of these service areas. Bring your IT career and talents to CDW-G where you can have a greater impact, be inspired by our mission and excited about your job and future. We are an innovative Fortune 200 leader driving meaningful technological change for customers in virtually every industry. CDW currently seeks a Field System Administrator - Print to join our NGEN SMIT team. You will work within a fast-paced environment, supporting the overall solution Regionally to ensure our client's services are optimized and reliable.
Responsibilities
- Provide general support activities for Print devices (primarily) and Video Teleconferencing (VTC) equipment in an enterprise environment, including installation, configuration, testing, troubleshooting (onsite and via phone), and repair.
- Proactively manage Service Tickets and update service-related activities in a timely manner.
- Lead, implement, and troubleshoot complex and specialized Print and VTC projects consisting of one to potentially dozens of devices in one or multiple locations.
- Oversee the remote implementation and troubleshooting of complex and specialized Print and VTC projects consisting of one to potentially dozens of devices in one or multiple remote locations.
- Serve as company liaison with client and vendors (uniformed and civilian personnel) on administrative and technical matters.
- Interpret clients' needs and work toward resolution.
- Responsible for addressing escalated break/fix issues, establishing and maintaining communication with the customer, management, and other relevant third-parties, and updating Service Ticket status in a timely manner.
- Consult with leadership to identify inventory stocking levels and reorder points of the repair parts and spare device inventory.
- Clearly communicate service offerings and performance expectations to leadership.
- Provide copies of all relevant information from any Third-Party supplier agreements, when necessary.
- Advise customer of changes in hardware or software that is determined to be incompatible, unapproved, or non-standard.
- Work with vendors, client, and CDW leadership to develop strategy.
- Manage to metrics to ensure SLA compliance.
- Maintain customer relationships.
- Maintain partner relationships.
- Maintain vendor relationships.
- Lead and facilitate the development of common practices.
Requirements
- Active DOD Secret Clearance.
- Security+ Certification.
- High School Diploma or equivalent.
- 3+ years of experience working with an OEM or Third-Party provider of printer repair services.
- Intermediate understanding of the appropriate physical hardware.
- Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines.
- Solid verbal and written communication skills with the ability to effectively communicate technical information to a non-technical audience.
- Ability to understand, remember, and communicate routine, factual information.
- Ability to compose materials such as detailed reports, work-related manuals.
Nice-to-haves
- 3+ years of experience working with an OEM or Third-Party provider of printer repair services.
- Printer Certifications (HP, Xerox).
- Technical certifications associated to the chosen professional track.
- ITIL.
- A+ or Network+.
- Bachelor's degree or equivalent experience.
- Comprehensive knowledge of print service offerings.
- Experience with Adobe creative suite.
- Proficient in Microsoft Access and SQL.
Benefits
- $28.85/hr - $33.65/hr depending on experience and skill set.
- Additional $4.93/hour Health and Welfare allowance.
