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)
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
Required Qualifications
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
Requirements
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
Pay range: $28.85/hr - $33.65/hr depending on experience and skill set
This role includes an additional $4.93/hour Health and Welfare allowance
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
We make technology work so people can do great things.
Benefits
Health insuranceRemote work optionsEquity / stock options
Additional Information
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.
Cdw · Virtual -, IN