Operations Analyst – Managed Services
CDW
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $39 per hour
Job Level
Junior
Tech Stack
DNSFirewallsServiceNowTCP/IP
About the role
- Accountable for successful collaboration with Customers, Suppliers, and fellow Employees
- Delivers services within defined SLAs, SLOs, and security/compliance requirements
- Completes/ensures completion of daily operational documentation
- Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal
- Addresses and resolves problems with training material and customer documentation
- Completes assigned customer workload, including investigation of issues
- Ensures issues are communicated to customers effectively
- Interfaces with customers and third-party vendors to resolve issues
- Study, interpret, and develop thorough understanding of incidents and problems
- Regularly review reporting and analyze data to identify trends for service improvement
- Engineer tactical and strategic solutions to meet business needs
- Enable and Lead Change, Service Recoveries, Projects and/or Co-workers
Requirements
- Associate Degree in Computer Science or related field
- At least 6 months of Information Technology work experience
- 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
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and experience with network troubleshooting tools, a plus
- Knowledge of network technologies such as routers, switches, firewalls, and VPN solutions, a plus
- Experience in a managed services environment, a plus
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Paid time off
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Microsoft OfficeScienceLogicNimsoft Unified ManagementAutomateServiceNowService Desk ExpressRemedyHeatnetwork troubleshootingnetwork technologies
Soft skills
collaborationcommunicationproblem-solvingdata analysisservice improvementchange managementcustomer serviceleadership
Certifications
Associate Degree in Computer Science