IT Service Desk Analyst - Frontline Support & Escalations

Abacus; Charlotte (NC); On-site; USD 52,000 - 64,000; Full time

Job summary

Abacus’s Analyst, Enterprise Service Desk is the first point of contact for triaging and resolving or escalating incoming IT requests while delivering a world-class client experience daily.

Analysts follow documented policies to set ticket priorities, assist with escalations, and work toward timely resolution, maintaining accurate records in the ticketing system and coordinating with vendors as needed.

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 IT-related support requests via phone, email, and ticketing system.
• 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 troubleshooting and escalation procedures for timely resolution or handoff to higher-tier support.
• Maintain accurate documentation of all support requests and interactions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures, assisting in data restoration when needed.
• Educate end-users on cybersecurity best practices.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.

Skills

Troubleshooting

Customer service

Documentation

Remote support

Communication

Teamwork

Education

Associate's Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

DNS/DHCP

Job description

Abacus’s Analyst, Enterprise Service Desk is the first point of contact for triaging and resolving or escalating incoming IT requests while delivering a world-class client experience daily.

Analysts follow documented policies to set ticket priorities, assist with escalations, and work toward timely resolution, maintaining accurate records in the ticketing system and coordinating with vendors as needed.