Enterprise Service Desk Analyst - IT Support & Triage

日本アバカス株式会社; Chicago (IL); Hybrid; USD 68,000 - 83,000; Full time

Job summary

Abacus’s Enterprise Service Desk Analyst in Chicago, IL, serves as the initial contact for triaging and resolving IT requests, aiming to deliver a world-class client experience daily.

Analysts triage, troubleshoot basic desktop, software, network, and hardware issues, assist with installations, document interactions, and escalate to higher-tier support when needed. 10% onsite work is expected.

Qualifications

• Associate's Degree in Technology or related field is required.
• 2-5 years of experience with Microsoft environments.
• 0-2 years MSP-specific experience preferred.
• Network+ and Security+ certifications preferred.
• 10% onsite position.

Responsibilities

• Serve as the first point of contact for IT support requests primarily via phone and as needed via email or ticketing system.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktops and peripherals.
• Follow established troubleshooting and escalation procedures and escalate as needed.
• Maintain accurate documentation of support requests and resolutions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Participate in an on-call rotation for after-hours support.

Skills

VMware

Citrix

VPN

Terminal Services

Backup Technologies

Windows OS

MS Office

Cloud Apps

Networking basics

Remote support

Communication skills

Education

Associate's Degree in Technology

Tools

Remote Desktop

Ticketing System

Job description

Abacus’s Enterprise Service Desk Analyst in Chicago, IL, serves as the initial contact for triaging and resolving IT requests, aiming to deliver a world-class client experience daily.

Analysts triage, troubleshoot basic desktop, software, network, and hardware issues, assist with installations, document interactions, and escalate to higher-tier support when needed. 10% onsite work is expected.