Enterprise IT Service Desk Analyst

ABACUS; Indiana; On-site; USD 45,000 - 60,000; Full time

Job summary

ABACUS is seeking an Analyst for Enterprise Service Desk to serve as the first point of contact for IT support requests and to triage, resolve, or escalate issues with a focus on delivering a world-class client experience.

The role requires a technical Associate's degree and hands-on experience with Microsoft environments, plus strong diagnostic and customer service skills. Shift options include early morning EST hours, and the position emphasizes documentation and professional communication.

Qualifications

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

Responsibilities

• Serve as the first point of contact for IT-related support requests via phone and email.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktops, devices, printers, and peripherals.
• Follow established escalation procedures and document solutions in the ticketing system.
• Maintain accurate documentation of support requests and interactions in the ticketing system.
• Work with vendors to resolve software/hardware issues and assist in data restoration when needed.
• Participate in an on-call rotation for after-hours support.
• Educate end-users on cybersecurity best practices and IT resource usage.

Education

Associate's Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

Backup Technologies

DNS

Firewall configurations

Remote troubleshooting tools

Job description

ABACUS is seeking an Analyst for Enterprise Service Desk to serve as the first point of contact for IT support requests and to triage, resolve, or escalate issues with a focus on delivering a world-class client experience.

The role requires a technical Associate's degree and hands-on experience with Microsoft environments, plus strong diagnostic and customer service skills. Shift options include early morning EST hours, and the position emphasizes documentation and professional communication.