Senior Enterprise Service Desk Analyst – Mentor & Lead

日本アバカス株式会社

Reno (NV)

On-site

USD 75,000 - 105,000

Full time

14 days+

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Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to lead delivery of customer-facing cloud implementations, on-prem infrastructure, and telephony systems, while guiding daily client experiences.

You will resolve escalated tickets, provide expert guidance for aging issues, and mentor team members to elevate support capabilities in a healthcare-focused environment. You will be responsible for designing and implementing desktop, server, networking, and security solutions, ensuring minimal

Qualifications

Associates degree in technology or equivalent experience.
3+ years IT Support in Microsoft environments.
Certifications: Network+, Server+ or equivalent.
Understanding of Windows Server 2012/2016/2008 and AD, SQL, Exchange.
Knowledge of VMWare, Citrix, VPN and Terminal Services.
MSP experience is a plus.
Strong problem solving and client relations skills.
Excellent communication skills and professionalism under pressure.

Responsibilities

Deliver exceptional customer experience in all interactions.
Resolve escalated service tickets and mentor team members.
Troubleshoot client emergencies with minimal oversight and escalate when needed.
Assist with design and implementation of desktops, servers, networking, and telephony.
Collaborate with vendors to resolve software/hardware issues.
Install/upgrade Windows Server OS and perform security hardening.
Maintain high quality documentation and on-site support.
Participate in after-hours on-call rotation with supervisor approval.