Senior IT Service Desk Engineer — Cloud & Virtualization

Abacus; Reno (NV); On-site; USD 65,000 - 105,000; Full time

Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk in Reno to lead the rollout of customer-facing cloud environments and on‑prem infrastructure, including telephony systems.

You will resolve escalated tickets, guide aging issues, and mentor the team to elevate support capabilities while ensuring minimal client disruption. You’ll drive design and implementation, install and configure desktops, servers, and networks, and coordinate with vendors.

Qualifications

• Associates degree in technology or equivalent combination of education and experience.
• 3+ years of IT Support experience in Microsoft environments.
• Certifications: Network+, Server+, Windows Server 70-410 / 98-365 or equivalent.
• Knowledge of Windows Server 2012/2016/2008, Active Directory, SQL, SharePoint, Exchange, Backup technologies.
• Experience with VMWare, Citrix, VPN and Terminal Services.
• MSP experience desired.
• Excellent problem solving and client relationship skills.
• Strong verbal and written communication skills.

Responsibilities

• Deliver excellent customer experience in all interactions.
• Resolve new and escalated service tickets; guide aging and complex issues.
• Troubleshoot and resolve client emergencies; escalate to senior engineering as needed.
• Mentor and coach team members.
• Assist clients with design, implementation, installation, configuration and usability of desktops, mobile devices, telephony, servers, storage, networking and software.
• Work with vendors to resolve software and hardware issues.
• Install and upgrade Windows Server OSes.
• Perform virus, malware and ransomware mediation.
• Maintain documentation and manage backups and restore testing.
• Install, configure and support complex virtual environments with HA in VMware ESXi and Hyper-V.
• Harden client security posture per Abacus standards and processes.
• Communicate incident progress and outages with clients.

Skills

Problem solving

Client relationship

Verbal communication

Education

Associates degree in technology related field

Tools

VMware ESXi

Hyper-V

Citrix

VPN

Terminal Services

Windows Server

Job description

Abacus is seeking a Sr. Analyst, Enterprise Service Desk in Reno to lead the rollout of customer-facing cloud environments and on‑prem infrastructure, including telephony systems.

You will resolve escalated tickets, guide aging issues, and mentor the team to elevate support capabilities while ensuring minimal client disruption. You’ll drive design and implementation, install and configure desktops, servers, and networks, and coordinate with vendors.