First-Contact IT Service Desk Analyst

ABACUS; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

ABACUS is seeking an Analyst, Enterprise Service Desk to serve as the initial contact for triaging, resolving or escalating IT requests, and delivering a world-class client experience daily. The role focuses on supporting desktop, software, network, and security tasks across Microsoft environments, with emphasis on accurate documentation and customer service.

The position may involve after-hours on-call rotation and collaboration with vendors to resolve issues promptly, ensuring high-quality

Qualifications

• Associate’s degree in technology or related field required.
• 2–5 years of experience with Microsoft environments required.
• MSP experience preferred (0–2 years).
• Network+ and Security+ certifications preferred.

Responsibilities

• Serve as the first point of contact for IT support requests via phone and email.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Install and configure operating systems, software, patches, and updates.
• Maintain accurate documentation in the ticketing system.
• Participate in an on-call rotation for after-hours support.

Skills

Customer service

Communication

Documentation

Teamwork

Problem-solving

Independent worker

Adaptability

Education

Associate’s Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

Backup Technologies

Job description

ABACUS is seeking an Analyst, Enterprise Service Desk to serve as the initial contact for triaging, resolving or escalating IT requests, and delivering a world-class client experience daily. The role focuses on supporting desktop, software, network, and security tasks across Microsoft environments, with emphasis on accurate documentation and customer service.

The position may involve after-hours on-call rotation and collaboration with vendors to resolve issues promptly, ensuring high-quality