Enterprise IT Service Desk Analyst — White-Glove Support

ABACUS

Chicago (IL)

On-site

USD 45,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation

Medical, dental, vision, disability, &

401k and PTO

Career advancement opportunities

Team-building events

Online technical education

Job summary

Abacus is seeking an Enterprise Service Desk Analyst to provide client-facing technical support, triage and resolve standard desktop, software, access, connectivity, and peripheral issues. You will support Microsoft 365, Active Directory, MFA, VPN, and endpoint-related requests while maintaining detailed documentation and timely escalation when needed.

The role emphasizes first-contact support, strong client communication, and adherence to ticketing processes.

Qualifications

Associate degree in a technology-related field or equivalent combination of education and work experience.

Responsibilities

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 with clients, IT Managers, Client Executives, and internal teams.
Set expectations regarding issue status, next steps, and escalation path.
Triage, prioritize, and manage tickets per processes and escalation guidelines.
Record time, notes, troubleshooting steps, and resolution details accurately in the ticketing system.
Maintain accurate ticket statuses and timely client updates.
Take ownership of issues through resolution or escalation.
May provide in-person technical assistance when needed.