Senior IT Service Desk Lead: Enterprise Support & Mentoring

ABACUS; Reno (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to drive customer‑facing cloud environments and on‑prem infrastructure. You will resolve escalated tickets, mentor staff, and guide complex issues, ensuring minimal disruption for healthcare clients.

Expect involvement across servers, networking, telephony, and security, with after‑hours/on‑call rotations. You will lead incident resolution, implement best practices, and partner with vendors to maintain high service quality while

Qualifications

• Associates degree or equivalent combination of education and work experience.
• 3+ years IT Support experience in Microsoft environments.
• Certifications: Network+, Server+, Windows Server 70-410, 98-365 or equivalent.
• Understanding of Windows servers, Active Directory, SQL, SharePoint, Exchange, backup tech.
• VMware, Citrix, VPN and Terminal Services knowledge.
• MSP experience strongly desired.
• Excellent problem solving and client relationship skills.
• Strong verbal and written communication; able to learn new tech and stay calm under pressure.

Responsibilities

• Deliver excellent customer experience in all interactions.
• Resolve escalated service tickets and guide aging/complex issues.
• Troubleshoot client emergencies with minimal oversight; escalate as needed.
• Mentor and coach team members to elevate support capabilities.
• Assist design and implementation of desktops, mobile devices, telephony, servers, storage, networking, and software.
• Work with vendors to resolve software/hardware issues.
• Install/upgrade Windows Server OS and perform malware mediation.
• Maintain documentation and perform backup testing.
• Configure and support virtual environments with HA in ESXi and Hyper-V.
• Help harden security posture per Abacus standards.
• Communicate incident progress and outages to clients; participate in after-hours and on-call rotations.
• Lead standard projects (migrations, VM configs, server/firewall installs, office moves).
• Perform on-site tech and customer service, including repairs, maintenance, network cabling, and documentation.

Skills

Problem solving

Client relationships

Verbal communication

Written communication

Learning agility

Team player

Calm under pressure

Education

Associates degree in technology related field

Equival ent combination of education and work experience

Tools

VMware

Citrix

VPN

Terminal Services

VoIP

Job description

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to drive customer‑facing cloud environments and on‑prem infrastructure. You will resolve escalated tickets, mentor staff, and guide complex issues, ensuring minimal disruption for healthcare clients.

Expect involvement across servers, networking, telephony, and security, with after‑hours/on‑call rotations. You will lead incident resolution, implement best practices, and partner with vendors to maintain high service quality while