Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.
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.

• 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 (must obtain prior to starting)

• Security+ Certification (must obtain prior to starting)

• 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

Preferred Qualifications

• 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

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self-and your best ideas-to CDW. Because diverse perspectives bring forth better problem solving-and better solutions for our customers on a rapidly evolving technology landscape.

Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: https://cdw.benefit-info.com/