Analyst - Mss

**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 Analyst - Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise.

**What you will do**:

- 24x7 Support - 80% job weight
- Monitors and resolves first-level security support requests. Escalates second-level support to senior team members
- Collects and disseminates information to clients during and post-incident
- Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
- Updating the knowledge base articles
- Applies Trusted Advisor techniques to build up client trust and influence loyalty
- Professional Development - 20% job weight
- Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
- Participate notably in assigned self-paced trainings

**What we expect of you**:

- Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, **OR**:

- 4 years of Information Technology experience, to include 1 year in supporting information technology/systems
- Beginner level certification in a Managed Security Services discipline is a plus, including but not limited to:

- Check Point: CCSA, Cisco; CCNA-Security (ASA-Firepower / FTD); Palo Alto: PCNSE (Prisma SASE/SD-WAN), Fortinet: FCP (previous NSE 4)
- Call handling/ticket experience is a plus
- 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 weekends, holidays, and overtime.
- Foster a positive team environment by being approachable and assisting teammates.
- Actively engage in coaching and continuous learning to enhance technical skills.
- Understanding of IT infrastructure and Information Systems design, including hardware, software and services used in an enterprise.
- Investigate and resolve technical issues using established procedures.
- Demonstrate strong verbal and written communication skills.
- Manage time effectively and maintain organizational skills.
- Demonstrated ability to learn and adapt to new technologies and products.

**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.