Enterprise Service Desk Analyst – White-Glove Support

ABACUS; New York (NY); Presencial; USD 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

Disability Insurance

Life Insurance

401k

PTO

Descripción de la vacante

ABACUS is seeking an Enterprise Service Desk Analyst on a weekend shift to provide client-facing technical support and triage for Microsoft 365, AD, MFA, VPN, and endpoint issues. You will handle requests via phone, email, and remote sessions with a focus on accurate ticket documentation and timely escalation.

The role emphasizes strong communication, ownership, and adherence to SLA while delivering professional, high-quality service to financial-sector clients.

Formación

• Associate degree in technology or equivalent education/experience.
• 3+ years IT support, service desk, or desktop support preferred.
• Certifications such as CompTIA A+, Network+, Security+ or Microsoft certs preferred.
• MSP/financial services or client-facing support experience preferred.
• Strong client service orientation and communication skills.

Responsabilidades

• Serve as initial point of contact for client and system-generated requests.
• Provide white-glove support via phone, email, and remote sessions.
• Communicate clearly with clients, IT Managers, Executives, and internal teams.
• Set expectations on status, next steps, and escalation path.
• Triage, prioritize, and manage tickets per processes and escalation guidelines.
• Record time, notes, troubleshooting steps, and resolutions in the ticketing system.
• Maintain accurate ticket statuses and client-facing updates.
• Take ownership of issues through resolution or escalation.
• Provide in-person technical assistance when needed.
• Troubleshoot desktop, software, access, connectivity, and peripherals.
• Support Microsoft 365, AD, MFA, VPN, endpoint, and apps requests.
• Identify and document hardware, software, network, and system issues.
• Escalate complex issues with context and documented steps.
• Meet KPI/SLA and service delivery expectations.
• Multi-task to manage workload and stay responsive.
• Collaborate to improve operations and client experience.
• Maintain schedule flexibility and complete required training.

Conocimientos

Excellent client service

Strong communication

Empathy & professionalism

Time management

Ownership & accountability

Documentation

Multi-tasking

Educación

Associate degree in technology or equivalent

3+ years IT support experience

Certifications preferred (CompTIA A+/Network+/Security+ or Microsoft certs)

Herramientas

Microsoft 365 Admin Center

Active Directory

Intune / MDM

Descripción del empleo

ABACUS is seeking an Enterprise Service Desk Analyst on a weekend shift to provide client-facing technical support and triage for Microsoft 365, AD, MFA, VPN, and endpoint issues. You will handle requests via phone, email, and remote sessions with a focus on accurate ticket documentation and timely escalation.

The role emphasizes strong communication, ownership, and adherence to SLA while delivering professional, high-quality service to financial-sector clients.