Tech Operations Analyst — SLA-Driven Incident Support

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

Job summary

CDW is seeking a Technical Support Associate in Vernon Hills, Illinois. You will perform tier-1 support and handle incidents related to monitored technologies for our managed services customers, following defined procedures, schedules, and checklists.

You will collaborate with customers, suppliers and colleagues to prioritize and deliver services within SLAs and security requirements, document outcomes, and escalate when needed.

Qualifications

• Associate Degree in Computer Science, MIS, IT, Engineering, Mathematics or related field, or 6 months IT work experience.
• 2 years college coursework in a technical field with at least 6 months IT experience.

Responsibilities

• Provides tier-1 support for calls, email, and web portal; documents issues in ticketing system; escalates to Managed Services Engineers as needed.
• Delivers services within defined SLAs and security/compliance requirements.
• Interprets incidents and problems to support continuous improvement; analyzes trends from reports.

Job description

CDW is seeking a Technical Support Associate in Vernon Hills, Illinois. You will perform tier-1 support and handle incidents related to monitored technologies for our managed services customers, following defined procedures, schedules, and checklists.

You will collaborate with customers, suppliers and colleagues to prioritize and deliver services within SLAs and security requirements, document outcomes, and escalate when needed.