Technical Operations & Service Delivery Analyst

CDW; West Virginia; On-site; USD 37,000 - 54,000; Full time

Job summary

CDW is seeking a service delivery professional to monitor and operate managed services for our customer base. The role emphasizes collaboration with customers, suppliers, and colleagues to meet SLAs and security/compliance requirements.

You will provide tier-1 support through multiple channels, document activities, and escalate when necessary. Candidates should have an Associate degree or equivalent IT experience and be adaptable to a 7x24 schedule to support a range of technologies, including

Qualifications

• Associate degree in Computer Science, MIS, IT, Engineering, Mathematics or related field, with IT work exp.
• Willing to work 7 days per week, 24 hours operations including weekends/holidays/overtime.
• Experience with IBM System z mainframe systems and related software/hardware.
• Strong customer service orientation and attention to detail.
• Proficient verbal and written communication skills; team-oriented.

Responsibilities

• Coordinate with Customers, Suppliers, and staff to deliver services per SLAs.
• Provide tier-1 support via phone, email, and web portal; log issues in ticketing system.
• Monitor alerts and assign resources; ensure timely communication to customers.
• Document operations and transfer knowledge between shifts.
• Analyze incidents, problems, and trends to identify service improvements.
• Engage with stakeholders to streamline support processes and tools.

Skills

Customer service

Communication skills

Attention to detail

Multi-tasking

Microsoft Office

Monitoring tools

Team player

Education

Associate degree or 2 years college coursework

Tools

IBM System z

ScienceLogic

Nimsoft Unified Management

Automate

ServiceNow

Remedy

Heat

Job description

CDW is seeking a service delivery professional to monitor and operate managed services for our customer base. The role emphasizes collaboration with customers, suppliers, and colleagues to meet SLAs and security/compliance requirements.

You will provide tier-1 support through multiple channels, document activities, and escalate when necessary. Candidates should have an Associate degree or equivalent IT experience and be adaptable to a 7x24 schedule to support a range of technologies, including