Senior Enterprise IT Support & Service Desk Lead

ABACUS; Las Vegas (NV); On-site; USD 85,000 - 115,000; Full time

Job summary

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

You will resolve escalated tickets, mentor staff, and guide aging and complex issues to minimize client disruption, all while delivering exceptional healthcare client experiences. You will also drive high-quality documentation, participate in after-hours shifts, and collaborate with vendors and clients to maintain security and

Qualifications

• Associates degree in technology or equivalent combination of education and work experience.
• 3+ years of IT Support experience in Microsoft environments.
• Certifications: Network+, Server+, Windows Server 70-410, 98-365 or equivalent.
• Experience with Windows Server 2012/2016/2008 and Active Directory, SQL, Exchange, SharePoint.
• Experience with virtualization and networking concepts (VMware, Citrix, VPN).
• MSP experience is highly desirable.
• Strong problem-solving and client relationship skills.

Responsibilities

• Deliver an excellent customer experience in all interactions.
• Resolve service tickets, including aging and complex issues.
• Troubleshoot client emergencies with minimal oversight.
• Mentor and coach team members to improve support capabilities.
• Assist clients with design, installation, and ongoing usability of desktops, servers, networking, and telephony systems.
• Work with vendors to resolve software/hardware issues.
• Install/upgrade Windows Server operating systems and manage backups and DR tests.
• Maintain documentation and participate in on-site support and after-hours coverage.

Skills

Customer service

Problem solving

Communication skills

Team leadership

Education

Associate degree in technology

Equivalent education/experience

Tools

VMware ESXi

Hyper-V

Windows Server

Active Directory

VPN

Citrix

Job description

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

You will resolve escalated tickets, mentor staff, and guide aging and complex issues to minimize client disruption, all while delivering exceptional healthcare client experiences. You will also drive high-quality documentation, participate in after-hours shifts, and collaborate with vendors and clients to maintain security and