IT Service Desk Analyst – Enterprise Support

Abacus; Newark (NJ); On-site; USD 50,000 - 60,000; Full time

Job summary

Abacus is seeking an Analyst for Enterprise Service Desk to act as the initial contact for IT support requests, triage issues, and provide world-class client experiences. You will log into phone queues, troubleshoot basic desktop/software/network problems, and document all interactions in the ticketing system.

The role emphasizes escalation as needed, collaboration with vendors, and adherence to security best practices, with salary DOE and a strong customer-service orientation.

Qualifications

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

Responsibilities

• Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
• Be logged into the phone queues throughout the entire workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
• Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration efforts when needed.
• Educate end-users on best practices for cybersecurity and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Documenting and addressing technical issues and customer interactions, escalating as necessary.

Skills

Customer service

Troubleshooting

Documentation

Communication

Team collaboration

Remote troubleshooting

Education

Associate's degree in Technology or related field

Tools

VMWare

Citrix

VPN

Terminal Services

Remote desktop

Backup Technologies

Job description

Abacus is seeking an Analyst for Enterprise Service Desk to act as the initial contact for IT support requests, triage issues, and provide world-class client experiences. You will log into phone queues, troubleshoot basic desktop/software/network problems, and document all interactions in the ticketing system.

The role emphasizes escalation as needed, collaboration with vendors, and adherence to security best practices, with salary DOE and a strong customer-service orientation.