Sr Analyst

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. We provide second‑level technical client support across Network Security, Information Security, and/or Endpoint Security disciplines, acting as a subject‑matter expert.

The Specialist upholds defined service level agreements and continues to develop a platform of technical expertise. What you will do: 24x7 Support – 60% job weight Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s).

Performs deep analysis of the operating system. Handles cyber incidents, system crashes and bug fixes. Handles troubleshooting, packet captures, configurations, restoring from backup, and repair for appliances, networks, infrastructure, and other system issues.

May involve multiple interactions with clients and/or vendors to resolve. Identifies efficiencies and improvements in workflow, thus reducing false positives in client environments. Performs root cause analysis and collaborates with consultants and other analysts to solve repetitive system performance or configuration problems.

Provides technical knowledge transfer to clients and internal department on low complexity problems. Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership. Applies Trusted Advisor techniques to build client trust and influence loyalty.

Service Delivery Improvement – 20% job weight Provides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and the use of tools and templates to troubleshoot client requests. Development of Standard Operating Procedures (SOPs) and knowledge base articles. Professional Development – 20% job weight Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager.

Participates 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 and 1 year of security experience in a client‑focused environment, and/or working in a security operations center, OR 6 years total of Information Technology experience to include 1 year of security experience in a client‑focused environment, and/or working in a security operations center. At least two intermediate‑level certifications in Managed Security Services disciplines, including but not limited to: Fortinet and Juniper firewalls such as NSE 4 (FortiOS 7.2/7.4/7.6 Administrator), FortiManager 7.2/7.4/7.6 Administrator, NSE 7 Enterprise Firewall 7.2/7.4/7.6 Administrator, FortiAnalyzer 7.2/7.4/7.6 Administrator, or NSE 6 SD WAN 7.2/7.4/7.6 Enterprise Administrator.

Certifications such as JNCIA‑Sec, JNCIA‑Junos, or other equivalent industry‑recognized security credentials will also be considered. 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.

Provide direct client support, managing tickets and handling calls. Collaborate internally and externally to troubleshoot technical issues. Analyze and resolve problems across MSS supported technologies.

Experience supporting IT infrastructure and Information Systems design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio. Contribute to team objectives and maintain high customer satisfaction. Mentor less experienced team members and prioritize tasks effectively.

Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications. Actively engage in coaching and continuous learning to enhance technical skills. Apply critical thinking and problem‑solving abilities to address challenges.

Experience in client‑based support. Clear understanding of Managed Security Services offerings and business proposition. Excellent communication and collaboration skills.

Ability to work independently and under minimal supervision. Benefits Pay range: $72,725 – $101,825, depending on experience and skill set. CDW is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard 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. #J-18808-Ljbffr