IT Service Desk Analyst - Client-Focused Support

Abacus

Phoenix (AZ)

On-site

USD 42,000 - 56,000

Full time

14 days+

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Job summary

Abacus’s Analyst, Enterprise Service Desk serves as the initial contact for triaging and resolving IT requests while delivering a world-class client experience daily. You will assist with escalations and follow documented procedures to set proper ticket priority and ensure timely resolutions.

Responsibilities include troubleshooting desktop, software, network, and hardware issues, installing and configuring systems, documenting interactions, and collaborating with vendors to resolve problems.

Qualifications

Associate 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.

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
Maintain logins in phone queues during the workday to ensure consistent support.
Troubleshoot and resolve basic desktop, software, network, and hardware issues.
Assist with installation, configuration, and usability of desktops, mobile devices, printers, and peripherals.
Follow established escalation procedures to ensure timely resolution or proper handoff to higher-tier support.
Document all support requests and resolutions in the ticketing system with accuracy.
Collaborate with vendors to resolve software and hardware issues.
Install and configure operating systems, software, patches, and updates.
Perform basic virus detection, removal, and security maintenance.
Monitor backups and assist in data restoration when needed.
Educate users on cybersecurity best practices and IT resource usage.
Assist with password resets, account provisioning, and access control.
Participate in on-call rotation for after-hours support.