24/7 IT Operations Analyst — Monitoring & Incident Response

CO1003 CDW Technologies, LLC; Illinois; Hybrid; USD 36,000 - 43,000; Full time

Job summary

CDW Technologies, LLC is seeking an entry-level IT help desk analyst within a 24/7 managed services operation. The role focuses on monitoring, incident handling, and deliverables under defined SLAs.

You will provide tier-1 support via phone, email, and web portal, document issues, escalate to engineers, and collaborate with customers and vendors to resolve problems while learning and applying CDW's AI-forward approach.

Qualifications

• Associate degree in CS/MIS/IT/engineering with 6 months IT work experience or completion of CDW Academy.
• Willing to work 7 days per week, 24 hours per day coverage incl. weekends/holidays/overtime.
• Strong communication, teamwork, and customer service skills.

Responsibilities

• Provide tier-1 support via phone, e-mail, and Web portal.
• Document issues in the ticketing system and escalate to engineers as needed.
• Interface with customers, staff, and vendors to resolve problems and communicate status.
• Analyze incidents to identify trends and opportunities for improvement.
• Assist in updating support processes and documentation.

Skills

Customer service mindset

Verbal and written communication

Multi-tasking

Attention to detail

Analytical thinking

Adaptability

Education

Associate Degree in Computer Science / MIS / IT / Engineering / Mathematics or related field

Tools

ServiceNow

Remedy

Heat

Job description

CDW Technologies, LLC is seeking an entry-level IT help desk analyst within a 24/7 managed services operation. The role focuses on monitoring, incident handling, and deliverables under defined SLAs.

You will provide tier-1 support via phone, email, and web portal, document issues, escalate to engineers, and collaborate with customers and vendors to resolve problems while learning and applying CDW's AI-forward approach.