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.
Job Description
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

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