Printer Technician - (SMIT Field System Admin II) - Onsite - North Chicago, IL

This Printer Technician position will be located in and around the Great Lakes Naval Base location in North Chicago, IL with travel to surrounding Naval bases on occassion.

Service Management, Integration, and Transport (SMIT) is one the largest IT services program for the Navy and U.S. Marine Corps (USMC), supporting approximately 400,000 seats around the world. Under SMIT, the SMIT contractor will provide 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 will be supporting the SMIT contractor in several of these service areas.

This role will support the SMIT Program under our subcontract with Leidos Corporation. The SMIT Program is a multi-year program expected to run at least September 2028. The Field System Administrator (FSA) provides support to the Program Team as well as fulfills the role of FSA. The FSA is accountable for establishing and maintaining team best practices while advocating successful process adoption throughout the organization under the overall guidance of the Regional Field Manager, Program Manager and Deputy Program Manager. The FSA will be efficient in the day-to-day operations as well as mentor, train and support other team members of their team as required. They will be assigned an Area of Responsibility (AOR), with a primary Navy Facility designated by the Sr Field Manager and the Program Office. This facility will serve as their office where there are expected to report daily. This role does not have the ability to work remotely or work from home.

Key Areas of Responsibility

• 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 across the assigned Area of Responsibility (AOR)
• 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 outside the AOR
• 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
• Other responsibilities required for the success of the program
• This role may require travel 25% of the time outside the assigned AOR.

Qualifications

Required Qualifications

• Active DOD Secret Clearance (CDW will sponsor 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

• 5+ 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
• CompTIA PDI Certification
• IT Print Certifications (HP Preferred or Xerox)
• Bachelor's Degree in IT related field

• $33.42 - $38.22/hr depending on experience and skill set
• https://cdw.benefit-info.com/Benefits overview:
• Salary ranges may be subject to geographic differentials