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Sr. Tech Support SMIT - Norfolk, VA at CDW Careers

Job ID: 
Focus Area: 
Information Technology
Norfolk, Virginia
Remote Type: 
Not Remote

This job posting is no longer active

Next Generation Enterprise Network 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.


The Printer Technician is a professional who installs new printers, configure printers on network, maintain and ensures the proper function of stand-alone printers, scanners or Network Printers. The Printer Technician takes care of the regular and routine repairs including replacements such as new ink cartridges. The Printer Technician must be comfortable copying, faxing, producing images and other printer-related issues. As a professional, working in coordination with information technology staff, you will assist in resolving underlying problems with the network.

The technician should organize timely checks and maintenance of all the printing equipment. The professional will have to identify and resolve malfunctions, and hardware failures, remaining updated with the training activities of new software and other equipment. It is their responsibility to install any new software and upgrade the existing one. They should have a good understanding of laser printer and their components as well.

The Printer Technician must make sure that the maintenance and service activities will not disturb the regular work flow. It will be important to maintain and monitor for defective parts and replace them from time to time.  You should have a good understanding of all hardware and software related issues of printers.

Key Areas of Responsibility

The technician will be responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction with our service and products.

The Printer Technician will provide technical assistance with the installation of new machines. The professionals will monitor the machines for quality issues. It is the responsibility of the Printer Technician to place order for additional parts and supplies to refill the inventory, set aside parts and supplies depending on the number of machines. Additionally the technician has to maintain a record of issues and solutions.

The Technician must accurately identify and resolve any technical issues and ensure optimum operating condition. The professional will be responsible for handling customer issues as quickly as possible. You will also be responsible for assisting the sales department with the new equipment to ensure proper placement and operation. The professional should take leadership in communicating equipment problems and solutions to the team.

The Printer Technician will be responsible for tasks such as new equipment set-ups, equipment reconditioning and general technical service. You will collaborate with the other technicians to keep up the optimum response time and customer satisfaction. The technician must keep track of metrics such as response time, calls per day, parts cost per call. The technicians must be able to complete and possess the following successfully.

  • Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction.
  • Ability to troubleshoot and think independently.
  • Mechanical and electrical aptitude and demonstrated
  • Ability to train the end users.

Education and/or Experience Qualifications

  • High School Diploma 
  • Electronics or Computer Associates Degree preferred 
  • 3-10+ years working experience in IT print related field

Required Qualifications

  • Active DOD Secret Clearance
  • DoD 8570 level II IAT Certification
  • Ability to work independently and with minimal supervision
  • Demonstrated organization, multi-tasking, and time management skills
  • Excellent verbal and written communication skills with the ability to effectively interact with stakeholders and leadership
  • Strong ability to multitask and manage multiple issues at once
  • Strong attention to detail
  • Ability to travel 50-75% in Market 

Additional Qualifications

  • Knowledge of Basic Networking.
  • Computer and analytical skills.
  • Prior experience in the maintenance and repair of printers manufactured by HP and/or Xerox.
  • Possess excellent customer service and communication skills.
  • Complete all administrative aspects of the job on time and error-free.
  • Provide accurate feedback with close call information, parts usage reporting and customer meter readings.
  • Must be able to problem solve, conduct is written and verbal communication, read and comprehend technical information.
  • Ability to lift and carry 50 pounds. Pull, lift, reach and transport equipment parts and boxes.
  • Must have a reliable vehicle.
  • Must have valid driver license and insurance.

Preferred Qualifications

  • CompTIA PDI Certification 
  • IT Print Certifications (HP Preferred or Xerox) 
  • Bachelor's Degree in IT related field
Date Posted: Jan 11, 2024
Job Category: Engineering
People Leader v. Individual Contributor: Individual Contributor
Travel Percentage: 0
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