Senior Enterprise IT Service Desk Engineer

Abacus; Las Vegas (NV); On-site; USD 75,000 - 105,000; Full time

Job summary

Abacus is seeking a Sr. Analyst for Enterprise Service Desk in Las Vegas to lead the deployment of customer-facing cloud environments, on-premise infrastructure, and telephony systems.

You will resolve escalated tickets while guiding aging and complex issues, and mentor the service desk team to deliver world-class client experiences daily. You will install and support desktops, servers, networking and security practices, partner with vendors, and ensure high-quality documentation and operational

Qualifications

• Associates degree in technology related field or equivalent experience.
• 3+ years of IT support experience in a Microsoft environment.
• Certifications: Network+, Server+ or equivalent, Windows Server versions.
• Familiarity with VMware, Citrix, VPN and Terminal Services.
• MSP experience is a strong plus and superior communication skills.

Responsibilities

• Deliver an excellent customer experience in all interactions.
• Resolve tickets, including aging and complex issues, with guidance as needed.
• Troubleshoot client emergencies; escalate to senior engineering when necessary.
• Mentor and coach team members to raise support capabilities.
• Assist clients with design, installation, configuration, and usability of desktops, mobile devices, telephony, servers, and software.
• Work with vendors to resolve software and hardware issues.
• Install/upgrade Windows Server operating systems; perform virus/malware remediation.
• Maintain server room documentation and manage backups and restore tests.

Skills

IT Support

Microsoft Environments

Customer Service

Problem Solving

Communication

Education

Associates degree in technology related field

Tools

VMware

Citrix

VPN

Terminal Services

Active Directory

Job description

Abacus is seeking a Sr. Analyst for Enterprise Service Desk in Las Vegas to lead the deployment of customer-facing cloud environments, on-premise infrastructure, and telephony systems.

You will resolve escalated tickets while guiding aging and complex issues, and mentor the service desk team to deliver world-class client experiences daily. You will install and support desktops, servers, networking and security practices, partner with vendors, and ensure high-quality documentation and operational