Hiring: CTS Operations Analyst 6PM-6AM Company: CDW Location: Vernon Hills, IL Job Posted Time: 2026-09-10 14:27:15 Target Skills & Keywords : Microsoft Excel, Microsoft Office, Microsoft PowerPoint, ServiceNow About the job Experience: •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. Required Skills: •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. •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. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!