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