CTS Operations Analyst 6PM-6AM

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

Job Summary

The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.

What you will do:

Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. Delivers services within defined SLAs, SLOs, and security/compliance requirements. Completes/ensures completion of daily operational documentation and transfers knowledge to next shift. Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate. Completes assigned customer workload, including, but not limited to, investigation of issues or monitoring events, and assigning resources appropriately. Ensures issues are communicated to customers in a timely and effective manner. Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues. Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis. Regularly review reporting from our various tools and applications. Analyze data to identify trends and opportunities for service improvement. Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented. Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions. Partner with stakeholders on creation/streamlining of support processes. Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making. Hold self and others accountable for quality & timeliness of work products. Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and relay team feedback to management. Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology.

Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.

• Experience in a managed services environment, a plus.

What we expect of you:

Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program, OR 2 years college coursework in a technical field, at least 6 months of Information Technology work experience. This requirement can be fulfilled via completion of the CDW Academy program. The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime.

• Accountability and result oriented.
• Attention to detail.
• Collaborating 360 degrees.
• Adaptability and flexibility in dealing with people and unexpected situations.
• Multi-tasking and working under minimal supervision.
• Proficient verbal and written communication skills.
• Excellent customer service skills.
• Establishing positive working relationships and working as a team player.

Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.). Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar. Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.

Pay range: $26 - $31 depending on experience and skill set Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work. Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities. As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. At CDW, we make technology work so people can do great things.

We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.