Senior Enterprise IT Service Desk Lead

ABACUS; Portland (OR); On-site; USD 70,000 - 95,000; Full time

Job summary

Abacus seeks a Sr. Analyst, Enterprise Service Desk to lead customer-facing cloud environments, on-premise infrastructure, and telephony systems, delivering world-class client experiences daily.

You will resolve escalated tickets, guide aging and complex issues, and mentor the team to elevate support capabilities, with a focus on healthcare clients. You will join a dynamic team, handle on-site technical support, and contribute to security hardening and project deliveries while maintaining

Qualifications

• Associates degree in technology related field or equivalent combination of education and work experience.
• Minimum 3+ years of IT Support experience in Microsoft Environments.
• Certifications: Network+, Server+, Windows Server 70-410, 98-365 or equivalent.
• Understanding of Windows Server 2016/2012/2008, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, DNS/Email issues.
• Knowledge of VMware, Citrix, VPN and Terminal Services.
• MSP experience strongly desired.
• Excellent problem solving and client relationship skills.
• Excellent verbal and written communication skills.
• Ability to learn and retain new technology and troubleshoot processes.

Responsibilities

• Deliver excellent customer experience in all interactions
• Resolve new and escalated service tickets and guide aging/complex issues
• Troubleshoot and resolve client emergencies with minimal oversight
• Mentor and coach team members
• Assist clients with design and implementation of IT infrastructure and devices
• Work with vendors to resolve software/hardware issues
• Install/upgrade Windows Server OS
• Perform malware mediation and security hardening
• Maintain high-quality server room documentation
• Resolve backup issues and perform restore testing
• Install/configure/ support complex virtualization environments (VMware ESXi, Hyper‑V)
• Improve security posture per Abacus standards
• Communicate incident progress and outages to clients
• Participate in after-hours/on-call rotations with supervisor approval
• Coordinate activities with clients and provide training
• On-site support including migrations, network/server changes, VPNs
• Follow Abacus processes and service delivery standards
• Lead standard projects and contribute to process improvements
• All other duties as assigned

Skills

Problem solving

Client relationship

Verbal communication

Written communication

Learning new tech

Team player

Education

Associate degree in technology

Tools

VMware

Citrix

VPN

Terminal Services

Active Directory

SQL

SharePoint

Exchange Server

Backup Technologies

Job description

Abacus seeks a Sr. Analyst, Enterprise Service Desk to lead customer-facing cloud environments, on-premise infrastructure, and telephony systems, delivering world-class client experiences daily.

You will resolve escalated tickets, guide aging and complex issues, and mentor the team to elevate support capabilities, with a focus on healthcare clients. You will join a dynamic team, handle on-site technical support, and contribute to security hardening and project deliveries while maintaining