Senior Enterprise Service Desk Lead — IT Infra & Support

日本アバカス株式会社; Portland (OR); On-site; USD 90,000 - 120,000; Full time

Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to lead the implementation of customer-facing cloud environments, on-premise infrastructure, and telephony systems. You will resolve escalated tickets, guide aging issues, and mentor team members to raise service quality.

Join us to deliver world-class client experiences in healthcare while supporting critical operations. The role covers on-site IT support, complex problem solving, and collaboration with vendors.

Qualifications

• Associates degree in technology-related field or equivalent combination of education and work experience.
• Minimum of 3+ years of IT Support experience in Microsoft environments.
• Required certifications: Network+, Server+, Windows Server 70-410, 98-365 or equivalent.
• Understanding of Windows Server 2016/2012/2008, Active Directory, SQL, SharePoint, Exchange, 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.

Responsibilities

• Deliver an excellent customer experience in all interactions.
• Resolve new and escalated service tickets and guide aging/complex issues.
• Troubleshoot and resolve client emergencies, escalating to senior engineering as needed.
• Mentor and coach team members to elevate support capabilities.
• Assist clients with design/implementation and ongoing usability of desktops, mobile devices, servers, storage, networking and software.
• Work with vendors to resolve software/hardware issues.
• Install/upgrade Microsoft Windows Server OS and perform malware mediation.
• Maintain high-quality documentation and perform backup/restore testing.
• Manage on-site support, HA VMWare ESXi/Hyper-V environments and security hardening.
• Participate in after hours/on-call rotations with supervisor approval.

Skills

Problem solving

Client relationship

Verbal communication

Written communication

Team player

Adaptability

Calm under pressure

Education

Associates degree or equivalent

Tools

VMware

Citrix

VPN

Terminal Services

VoIP

Job description

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to lead the implementation of customer-facing cloud environments, on-premise infrastructure, and telephony systems. You will resolve escalated tickets, guide aging issues, and mentor team members to raise service quality.

Join us to deliver world-class client experiences in healthcare while supporting critical operations. The role covers on-site IT support, complex problem solving, and collaboration with vendors.