Analyst, Enterprise Service Desk

Abacus; Town of Vernon (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Professional development opportunities

Job summary

Abacus seeks an Enterprise Service Desk Analyst to triage, troubleshoot, and resolve client requests while maintaining exceptional service standards. You will own tickets from intake to resolution, ensuring accurate documentation and timely escalation when needed.

Responsibilities include providing remote and on-site support, collaborating with IT managers, and maintaining strong client communication. A focus on KPI/SLA delivery and continuous learning is expected.

Qualifications

• Associate degree in technology-related field or equivalent experience.
• 3+ years IT support or service desk experience preferred.
• Technical licenses or certifications (CompTIA A+/Network+/Security+ or Microsoft) preferred.

Responsibilities

• Serve as initial contact for client and system-generated requests.
• Provide white-glove technical support via phone, email, and remote sessions.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex issues with complete context and timing.
• Participate in in-person technical assistance as needed.

Skills

Excellent client service

Strong communication

Empathy and professionalism

Time management

Documentation and process adherence

Prioritization

Collaboration

Education

Associate degree in technology

Tools

Microsoft 365

Active Directory

Intune / MDM

VPN / remote access

Citrix

VMware

Job description

Job Summary

The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.

Enterprise Service Desk, Analyst

Job Summary

The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.

This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.

Role Focus

This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.

Responsibilities

Client Support & Communication

• Serve as an initial point of contact for client and system-generated support requests.
• Provide white-glove technical support via phone, email, and remote support sessions.
• Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.
• Set appropriate expectations with clients regarding issue status, next steps, and escalation path.
• Ticket Management & Documentation
• Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.
• Accurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.
• Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.
• Take ownership of assigned issues through resolution or appropriate escalation.
• May need to provide in-person technical assistances we needed.

Technical Troubleshooting

• Troubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.
• Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.
• Identify, isolate, and document hardware, software, network, and systems issues.
• Escalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.

Service Delivery & Operations

• Meet individual and team KPI, SLA, and service delivery expectations.
• Effectively multi-task to manage workload and maintain responsiveness.
• Collaborate with colleagues to improve operational effectiveness and client experience.
• Maintain flexibility with respect to work schedule, coverage needs, and responsibilities.
• Complete required training and comply with applicable company, client, safety, health, and quality requirements.

Skills

• Excellent client service skills with the ability to deliver white-glove support.
• Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.
• Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.
• Strong prioritization, organization, and time-management skills in a fast-paced environment.
• Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.
• Ability to work effectively under time constraints and manage multiple active requests.
• Commitment to following internal operations processes, policies, and service delivery standards.

Technical Experience

• Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.
• Experience with Active Directory or Entra ID user, group, and permission administration.
• Experience supporting Windows workstations, printers, peripheral devices, and common business applications.
• Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.
• Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.
• Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.
• Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.

Qualifications

• Associate degree in a technology-related field or equivalent combination of education and work experience.
• 3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.
• Technical licenses, training, or certificates preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.

Key Traits

• Client-focused and service-oriented.
• Accountable and ownership-minded.
• Calm, professional, and effective under pressure.
• Detail-oriented, organized, and consistent in follow-through.
• Collaborative and committed to continuous learning.

The Benefits Of Working For Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks and team-building events.