Analyst, Enterprise Service Desk

Abacus; Charlotte (NC); On-site; USD 52,000 - 64,000; Full time

Job summary

Abacus’s Analyst, Enterprise Service Desk is the first point of contact for triaging and resolving or escalating incoming IT requests while delivering a world-class client experience daily.

Analysts follow documented policies to set ticket priorities, assist with escalations, and work toward timely resolution, maintaining accurate records in the ticketing system and coordinating with vendors as needed.

Qualifications

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

Responsibilities

• Serve as the first point of contact for IT-related support requests via phone, email, and ticketing system.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist with installation, configuration, and usability of desktops, mobile devices, printers, and peripherals.
• Follow established troubleshooting and escalation procedures for timely resolution or handoff to higher-tier support.
• Maintain accurate documentation of all support requests and interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration when needed.
• Educate end-users on cybersecurity best practices.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.

Skills

Troubleshooting

Customer service

Documentation

Remote support

Communication

Teamwork

Education

Associate's Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

DNS/DHCP

Job description

Overview

Abacus’s Analyst, Enterprise Service Desk is responsible for serving as an initial point of contact for triaging, then resolving or accurately escalating incoming client or system generated requests as well as providing a world class client experience daily. Analysts assist with escalations while following documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process.

Duties And Responsibilities

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Document technical issues and customer interactions, escalating as necessary.

Qualifications And Experience

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

Knowledge, Skills, And Abilities

• Knowledge of VMWare, Citrix, VPN and Terminal Services.
• Backup Technologies.
• Internet/DNS/E-mail/Communication issues.
• Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
• Familiarity with remote troubleshooting tools and remote desktop applications.
• Ability to diagnose and resolve technical issues in a structured and efficient manner.
• Excellent communication and customer service skills with a professional demeanor.
• Strong documentation skills with attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to shifting priorities and willingness to learn new technologies.
• Flexibility and adaptability for scheduled shift times.

Attributes That Will Drive Success

• Strong problem-solving skills and a client-focused approach.
• Ability to remain calm and professional in high-pressure situations.
• Commitment to continuous learning and skill development.
• Proactive approach to identifying and addressing recurring issues.
• Compliance with company policies, procedures, and security best practices.