IT Service Desk Analyst — First-Contact Support

ABACUS; Indianapolis (IN); On-site; USD 50,000 - 70,000; Full time

Job summary

ABACUS in Indianapolis is seeking an Analyst, Enterprise Service Desk to be the first point of contact for IT support requests, triage issues, and guide users through resolution or escalation, while delivering a world-class client experience daily. The role requires an Associate's Degree in Technology, 2–5 years of Microsoft environment experience, and preferred MSP exposure.

The position emphasizes strong documentation, customer service, and the ability to work in a fast-paced team environment,

Qualifications

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years MSP-specific experience preferred.
• Strong documentation and customer service skills.

Responsibilities

• Serve as the first point of contact for all IT-related support requests via phone, email, or ticketing system.
• Be logged into the phone queues throughout the 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

Microsoft environments

Customer service

Phone support

Documentation

Education

Associate's Degree in Technology or related field

Tools

VMWare

Citrix

VPN

Terminal Services

Job description

ABACUS in Indianapolis is seeking an Analyst, Enterprise Service Desk to be the first point of contact for IT support requests, triage issues, and guide users through resolution or escalation, while delivering a world-class client experience daily. The role requires an Associate's Degree in Technology, 2–5 years of Microsoft environment experience, and preferred MSP exposure.

The position emphasizes strong documentation, customer service, and the ability to work in a fast-paced team environment,