Enterprise IT Service Desk Analyst - Troubleshooting Support

ABACUS

Butlerville (IN)

On-site

USD 42,000 - 62,000

Full time

2 days ago

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Job summary

ABACUS is seeking an Analyst, Enterprise Service Desk to serve as the first point of contact for triaging IT requests, resolve issues, and escalate when necessary while delivering a world-class client experience daily.

You will troubleshoot desktop, software, network, and hardware problems, assist with installations, document all interactions in the ticketing system, work with vendors, and participate in an on-call rotation for after-hours support.

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 via phone and email/ticketing system.
Be logged into phone queues throughout the day to ensure consistent client support.
Troubleshoot and resolve basic desktop, software, network, and hardware issues.
Assist clients with installation, configuration, and usability of devices.
Follow established troubleshooting and escalation procedures for timely resolution.
Maintain accurate documentation of support requests and solutions 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 and system security maintenance.
Monitor backup failures and assist 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.