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. 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 Senior Analyst – Managed Security Services provides second-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more Managed Security disciplines: Network Security, Information Security, and/or Endpoint Security. This role leverages advanced troubleshooting, deep analysis of systems and networks, and proactive identification of improvements. The Senior Analyst continues to build and refine their technical expertise, while mentoring junior team members and contributing to continuous service improvements.

What you will do:

24x7 Support – 70% job weight

• Monitor and resolve escalated support requests and complex incidents. Escalate more challenging issues to senior team members and/or management when necessary.
• Perform deep analysis of operating systems, handle advanced cyber incidents, and address issues such as system crashes, bug fixes, and complex network or endpoint anomalies.
• Conduct detailed packet captures, configuration reviews, and restoration from backups; repair appliances, networks, and infrastructure components.
• Identify patterns, false positives, and opportunities for workflow improvements to optimize the client environment and reduce repetitive incidents.
• Perform root cause analysis on recurring issues and collaborate with Consultants, Architects, and other Analysts to implement permanent fixes or recommendations.
• Communicate clearly and promptly with clients during and after incidents, ensuring understanding of the problem, resolution steps, and preventative measures.
• Apply Trusted Advisor techniques to enhance client trust, influence loyalty, and ensure a high level of customer satisfaction.

Professional Development – 30% job weight

• Provide mentorship, guidance, and training to less senior team members, promoting best practices and knowledge sharing.
• Participate in advanced training sessions, shadowing activities, and pursue industry-related certifications as determined by your Manager.
• Continuously develop technical skills and stay current with emerging technologies, threat landscapes, and industry standards relevant to Managed Security Services.

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
• Equivalent hands-on experience in Information Technology, with at least 1-4 years in a client-focused security support environment, including direct involvement with firewall configuration and administration, SIEM tools, and/or cloud security solutions.
• Demonstrated experience providing second-level support and troubleshooting within Managed Security Services environments.
• Advanced-level certifications in security disciplines are strongly preferred. Examples include, but are not limited to:
• Check Point: CCSA, CCSE
• Cisco: CCNA-Security, CCNP-Security, CCIE-Security
• Palo Alto: ACE, PCNSE
• SIEM/Analytics: IBM QRadar, Exabeam, Splunk
• Cloud security (e.g., Microsoft Azure, AWS)
• Experience with direct call handling/ticket management and the ability to guide clients through complex troubleshooting scenarios.
• Strong understanding of enterprise IT infrastructures including hardware, software, networks, and security services.
• Proven ability to perform root cause analysis and solve problems across multiple infrastructure layers.
• Excellent verbal and written communication skills, with the capacity to clearly explain complex technical concepts.
• Ability to manage time effectively, stay organized, and adapt to changing priorities.
• Demonstrated resourcefulness, proactive approach to learning, and willingness to contribute to a positive team environment by assisting and coaching others.
• Proficiency with productivity tools such as word processing, spreadsheets, diagrams, presentations, and email management.
• Willingness to work in a 24x7 operational setting, including weekends, holidays, and overtime as required.

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.