White-Glove Enterprise Service Desk Analyst

Abacus; Town of Vernon (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Professional development opportunities

Job summary

Abacus seeks an Enterprise Service Desk Analyst to triage, troubleshoot, and resolve client requests while maintaining exceptional service standards. You will own tickets from intake to resolution, ensuring accurate documentation and timely escalation when needed.

Responsibilities include providing remote and on-site support, collaborating with IT managers, and maintaining strong client communication. A focus on KPI/SLA delivery and continuous learning is expected.

Qualifications

• Associate degree in technology-related field or equivalent experience.
• 3+ years IT support or service desk experience preferred.
• Technical licenses or certifications (CompTIA A+/Network+/Security+ or Microsoft) preferred.

Responsibilities

• Serve as initial contact for client and system-generated requests.
• Provide white-glove technical support via phone, email, and remote sessions.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex issues with complete context and timing.
• Participate in in-person technical assistance as needed.

Skills

Excellent client service

Strong communication

Empathy and professionalism

Time management

Documentation and process adherence

Prioritization

Collaboration

Education

Associate degree in technology

Tools

Microsoft 365

Active Directory

Intune / MDM

VPN / remote access

Citrix

VMware

Job description

Abacus seeks an Enterprise Service Desk Analyst to triage, troubleshoot, and resolve client requests while maintaining exceptional service standards. You will own tickets from intake to resolution, ensuring accurate documentation and timely escalation when needed.

Responsibilities include providing remote and on-site support, collaborating with IT managers, and maintaining strong client communication. A focus on KPI/SLA delivery and continuous learning is expected.