At CDW, our purpose is to make technology work so people can do great things.
The Role
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. 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:
* Service Delivery - 60% Job Weight
* 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 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, monitoring and investigating system alerts and 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.
* Analysis - 20% Job Weight
* Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
* Regularly review reporting from monitoring and ticket 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.
* Design - 10% Job Weight
* 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.
* Leadership
* 10%
* Job
* Weight
* 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.
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,
* OR
* 2 years total Information Technology experience, to include 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.
* Experience with one or more of the following technologies:
* IBM Power i (System i) systems and associated peripheral hardware and software
* Demonstrated ability in the following:
* 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.
* Experience in a managed services environment, a plus. Pay Range: $24.39/hour - $38.93/hour, depending on experience and skill set. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-JE2
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. 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:
* Service Delivery - 60% Job Weight
* 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 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, monitoring and investigating system alerts and 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.
* Analysis - 20% Job Weight
* Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
* Regularly review reporting from monitoring and ticket 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.
* Design - 10% Job Weight
* 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.
* Leadership
* 10%
* Job
* Weight
* 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.
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,
* OR
* 2 years total Information Technology experience, to include 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.
* Experience with one or more of the following technologies:
* IBM Power i (System i) systems and associated peripheral hardware and software
* Demonstrated ability in the following:
* 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.
* Experience in a managed services environment, a plus. Pay Range: $24.39/hour - $38.93/hour, depending on experience and skill set. Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-JE2
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
What the Team is Saying
Phil
Practice Vice President
Mason
Sales Intern
Kevin Denison
Director, Strategic Initiatives — U.S. Commercial
Christine A. Leahy
Chair and Chief Executive Officer
CDW Compensation & Benefits Highlights
How does CDW ensure its pay and bonus plans are competitive?
CDW supports competitive pay and bonus plans through a broad total rewards approach that combines performance-focused compensation, strong benefits, long-term financial support, and the stability of a large established company.
- Total rewards philosophy: CDW’s compensation approach is built around more than base salary alone. Its ESG report says the company uses competitive compensation and performance-focused pay practices designed to reward excellence and support coworkers’ professional and financial growth. That philosophy is reinforced by a broader total rewards package that supports physical, emotional, financial, and social wellbeing.
- Performance-based pay and incentives: CDW explicitly describes its pay practices as performance-focused, indicating that compensation is designed to recognize strong individual contribution and results. Employee feedback also points to meaningful earning potential in some roles, along with merit increases and incentive opportunities, especially in performance-driven functions.
- Structured compensation components and financial support: CDW strengthens compensation competitiveness through multiple financial programs beyond salary. These include a 401(k), employee stock purchase plan, life insurance, disability coverage, accident-related insurance, and charitable gift matching. Together, these programs help support both short-term financial needs and longer-term financial security. CDW also connects compensation to career growth through its Global Career Framework, which helps employees see how advancement and future opportunities fit into the broader organization.
- Benefits as part of total compensation: Benefits are a major part of CDW’s competitive rewards story. The company offers healthcare, parental leave, adoption support, wellbeing resources, commuter benefits, legal assistance, and tuition reimbursement, among other offerings. Its ESG report also notes that in 2023 CDW made additional investments by reducing the benefits waiting period for new hires and increasing paid leave for primary parental caregivers and bereavement. Employees frequently mention benefits, PTO, flexibility, and job stability as strengths of the company’s overall package.
- Scale and stability: CDW’s size and market position also reinforce its ability to offer competitive rewards. As a Fortune 500 and S&P 500 company with about $21 billion in annual net sales and ~15,100 coworkers, CDW has the scale to provide broad benefits, structured pay programs, and long-term stability.
- External signals: Employee feedback points to several strengths in CDW’s rewards package, including mentions of generous compensation, strong benefits, stock options, merit increases, and financial stability. While compensation experiences can vary by role, reviews consistently suggest that benefits and overall package strength are important parts of CDW’s employer value proposition.
Bottom line: CDW supports competitive pay through a well-rounded total rewards model that combines performance-focused compensation, strong benefits, financial protection, and long-term career stability. It is especially well positioned for employees who value comprehensive benefits, growth opportunities, and the backing of a large, established technology company.
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The Company
What We Do
CDW Corporation is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. For more information about CDW, please visit www.CDW.com. Our broad array of products and services range from hardware and software to integrated IT solutions such as security, cloud, hybrid infrastructure and digital experience.
Why Work With Us
Trust, connection and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.
Gallery
CDW Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
CDW is committed to offering a high quality, flexible work experience centered around connection, collaboration, and coworker well-being. Our flexible hybrid approach enables coworkers to get the best of working from home and being together.
Typical time on-site:
Not Specified
