Night Shift IT Operations Analyst — 6PM–6AM CST

CDW; United States; Remote; USD 54,000 - 65,000; Full time

Job summary

CDW is seeking a Service Delivery Associate to perform technical tasks supporting the managed services customer base. You will collaborate with customers, suppliers, and colleagues to prioritize and deliver services within defined SLAs and security requirements.

You will provide tier-1 support via phone, email, and web portal, document issues, monitor applications, and contribute to process improvements while working across shifts in a 7x24 operation.

Qualifications

• Associate degree or 2 years of college coursework in a technical field with 6 months IT work experience.
• CDW Academy program completion also acceptable.
• Experience with monitoring and help desk tools is a plus.

Responsibilities

• Deliver services within defined SLAs/SLOs and security requirements.
• Provide tier-1 support via phone, email, and web portal.
• Document issues and escalate to engineers when needed.
• Monitor applications and investigate incidents.
• Communicate status and updates to customers timely.

Skills

Accountability

Attention to detail

Customer service

Communication

Team player

Multi-tasking

Adaptability

Collaboration

Education

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

Tools

ScienceLogic

Nimsoft Unified Management

Automate

ServiceNow

Service Desk Express (SDE)

Remedy

Heat

Job description

CDW is seeking a Service Delivery Associate to perform technical tasks supporting the managed services customer base. You will collaborate with customers, suppliers, and colleagues to prioritize and deliver services within defined SLAs and security requirements.

You will provide tier-1 support via phone, email, and web portal, document issues, monitor applications, and contribute to process improvements while working across shifts in a 7x24 operation.