Sr. Analyst, Enterprise Service Desk

Abacus; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401k

Paid time off

Wellness program

Team-building events

Career advancement opportunities

Job summary

Abacus is seeking a Sr. Analyst, Enterprise Service Desk to resolve complex technical issues for Hedge Fund and Private Equity clients.

You will be the first point of contact, providing white-glove service and collaborating with internal and external teams. The role requires advanced troubleshooting, strong communication, and a proven ability to manage escalations across Microsoft 365, AD, Citrix, Intune, and security gateways.

Qualifications

• High school diploma or equivalent required.
• 5+ years of related IT support experience.
• A degree or some college a plus.
• Technical licenses or training a plus.

Responsibilities

• Serve as point of contact and escalation point for Tier 1 support issues requiring advanced troubleshooting.
• Provide high-quality technical support to clients via phone, email, and remote sessions.
• Administer and maintain client workstations, printers, and peripheral equipment.
• Investigate and resolve DNS, DHCP, TCP/IP, and network connectivity issues.
• Participate in infrastructure improvement initiatives and documentation efforts.
• Accurately track and document work in the ticketing system, ensuring clear handoffs and resolution notes.
• Assist with implementing security measures including MFA (e.g., Duo) and adherence to company policies.
• Contribute to team KPIs by efficiently managing workload and prioritizing escalated issues.

Skills

Customer service mindset

Advanced troubleshooting

DNS/DHCP/TCP-IP

Microsoft 365 administration

Active Directory

Citrix administration

Intune device management

Security awareness

Education

High school diploma or equivalent

College education preferred

Technical licenses or training a plus

Tools

Microsoft 365

Active Directory

Citrix Studio/Director

Intune

Email security gateways

VMware vSphere

Job description

As a Sr. Analyst, Enterprise Service Desk, you will play a crucial role in resolving technical issues for our Hedge Fund and Private Equity clients. As the first point of contact, you will respond to client issues, collaborate internally and externally to resolve issues, and provide exceptional white‑glove service. While this is a client‑facing support position, it entails a broader and deeper technical skill set and stronger customer service skills than comparable positions within other organizations.

Responsibilities

• Serve as point of contact and escalation point for Tier 1 support issues requiring advanced troubleshooting.
• Provide high-quality technical support to clients via phone, email, and remote sessions.
• Administer and maintain client workstations, printers, and peripheral equipment.
• Investigate and resolve DNS, DHCP, TCP/IP, and network connectivity issues.
• Participate in infrastructure improvement initiatives and documentation efforts.
• Accurately track and document work in the ticketing system, ensuring clear handoffs and resolution notes.
• Assist with implementing security measures including MFA (e.g., Duo) and adherence to company policies.
• Contribute to team KPIs by efficiently managing workload and prioritizing escalated issues.

Skills

• Strong customer service mindset with excellent troubleshooting skills.
• Advanced proficiency in Managing and troubleshooting:
  • Microsoft 365 (Teams, SharePoint, OneDrive, Outlook, Entra)
  • Active Directory accounts, groups, and permissions
  • Citrix – publishing/managing applications, terminating hung sessions, Citrix Studio/Director
  • Intune (e.g., device compliance, update rings, device management, conditional access)
  • Email security gateways (e.g., Mimecast, Proofpoint, Microsoft Defender)
  • Virtualized environments (e.g., VMware vSphere: resource allocation, server performance)
• Monitor and resolve alerts (e.g., disk space, host down, ISP issues) from monitoring tools such as CheckMK and Logic Monitor.
• Ability to assess, prioritize, and resolve multiple escalated issues in a fast‑paced environment.
• Clear and concise written and verbal communication, able to adapt for technical and non-technical audiences.
• Process‑oriented, detail‑focused approach to documenting technical issues and solutions.

Qualifications

• High school diploma or equivalent required.
• 5+ years of experience in a related field.
• A degree or some college a plus.
• Technical licenses or training a plus.

The Benefits Of Working For Abacus

• Exposure to a diverse array of technologies.
• Internal opportunities for career advancement.
• Part of a team of experienced technicians that aim to deliver exceptional service.
• Competitive compensation.
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
• Opportunities to further technical education through online courses.
• Positive, friendly, and supportive office environment.
• Workplace perks including healthy snacks, wellness programs, and team‑building events.