24/7 Tech Operations Analyst: Incident & Service Delivery

CDW LLC.; Vernon Hills (IL); On-site; USD 36,000 - 43,000; Full time

Job summary

CDW is seeking a technical operations professional to support managed services for a diverse enterprise client base. The role emphasizes monitoring, incident handling, and ensuring SLAs and security standards are met. You will work across customers, suppliers, and internal teams to drive reliability.

You will provide tier-1 support via calls, emails, and web portals, document issues, escalate to engineers when needed, and collaborate to drive service quality and continuous improvement.

Qualifications

• Experience in IT service delivery and incident management.
• Proficiency in documenting issues and actions in ticketing systems.
• Familiarity with monitoring tools and help desk software.
• Ability to work in a 24x7 managed services environment.

Responsibilities

• Collaborate with customers, suppliers and teammates to prioritize and deliver services.
• Delivers services within defined SLAs, SLOs, and security requirements.
• Completes daily operational documentation and transfers knowledge to the next shift.
• Provides tier-1 support via calls, email, and Web portal; documents issues and escalates when needed.
• Reviews incidents, analyzes trends, and identifies opportunities for service improvement.

Skills

Customer service

Attention to detail

Communication

Teamwork

Adaptability

Multitasking

Problem solving

Education

Associate Degree in IT or related field

2 years college coursework in technical field

Tools

ScienceLogic

Nimsoft Unified Management

Automate

ServiceNow

SDE

Job description

CDW is seeking a technical operations professional to support managed services for a diverse enterprise client base. The role emphasizes monitoring, incident handling, and ensuring SLAs and security standards are met. You will work across customers, suppliers, and internal teams to drive reliability.

You will provide tier-1 support via calls, emails, and web portals, document issues, escalate to engineers when needed, and collaborate to drive service quality and continuous improvement.