Security Operations Specialist

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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 Specialist provides second‑level technical client support such as: cyber security analysis of detected anomalies; deep analysis of the operating system; dealing with system crashes and bug fixes; handling troubleshooting; packet captures; configurations; restoring from backup; repair for appliances, networks, and infrastructure; and other system issues for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Specialist acts as a Subject Matter Expert and upholds defined service level agreements (SLA) and customer service excellence, continuously developing a platform of technical expertise.

What you will do

• 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.
• Identifies efficiencies and improvements in workflow, 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.
• Provides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and use of tools and templates to troubleshoot client requests.
• Develops standard operating procedures (SOPs) and knowledge base articles.
• Attends training sessions or shadowing activities, and obtains industry‑related certifications as determined by Manager.
• Partakes in assigned self‑paced trainings.

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 Check Point CCSA, CCSE; Cisco CCNA‑Security, CCNP – Security, CyberOps Professional; Palo Alto ACE, PCNSE, Cortex XDR PCDRA, PMXdS; IBM QRadar Security Administrator; Splunk, Exabeam Principal Security Analyst, Associate or Advanced Security Engineer; CrowdStrike Falcon CFA; Microsoft SC‑200, C|SA; or similar technology certifications.
• Must be willing to work weekends, holidays, and overtime as part of a 7‑day per week, 24‑hour per day managed services operation.
• 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.

Pay range: $33.34 - $46.46 hourly, 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.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. We aim to know you as an applicant and understand your experience, strengths, skills, and qualifications. Please review our AI Applicant Notice for additional context.

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