Job Overview

CDW’s Technical Support Specialist provides second‑level client support across Network, Information, and Endpoint Security disciplines, ensuring high‑quality service and continual technical expertise development.

What You Will Do

• 24x7 Support (60%) – monitor and resolve support requests, perform deep operating‑system analysis, handle cyber incidents, system crashes, bug fixes, troubleshooting, packet captures, configurations, backup restores, and appliance/network/infrastructure repairs. Escalate unresolved issues to senior team members.
• Service Delivery Improvement (20%) – mentor less‑senior staff, develop SOPs and knowledge‑base articles, and apply CDW methodologies and tools to troubleshoot client requests.
• Professional Development (20%) – attend training sessions, shadowing activities, and obtain industry‑related certifications as directed by the manager.

Responsibilities

• Provide direct c...