Field System Administrator - Print - Navy SMIT - Groton, CT

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)

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

1+ 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

Salary range: $56,000 - $70,000, depending on experience and skill set

Benefits overview:

Salary ranges may be subject to geographic differentials

Travel: