World-Class Enterprise IT Service Desk Analyst

Abacus; United States; On-site; USD 50,000 - 75,000; Full time

Job summary

Abacus is seeking an Analyst for Enterprise Service Desk to serve as the initial contact for triaging IT requests and providing world-class client experience daily.

You will resolve or escalate issues per documented procedures, maintain thorough ticket documentation, and support desktop, software, network, and hardware environments while working in a fast-paced, customer-focused team. Regular shifts include early morning or evening EST hours, with on-call rotation as part of service coverage.

Qualifications

• Associate's degree in technology or related field required.
• 2-5 years of experience with Microsoft environments required.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.

Responsibilities

• Serve as the first point of contact for IT support requests via phone and email/ticketing system.
• Be logged into phone queues throughout the workday to ensure consistent client support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist clients with installation, configuration, and usability of desktops, mobile devices, printers, and other peripherals.
• Follow established troubleshooting and escalation procedures to ensure timely resolution or proper handoff to higher-tier support.
• Maintain accurate documentation of all support requests and solutions in the ticketing system.
• Work with vendors to resolve software and hardware-related issues.
• Install and configure operating systems, software applications, patches, and updates.
• Perform basic virus detection, removal, and system security maintenance.
• Monitor and address backup failures and assist in data restoration as needed.
• Educate end-users on cybersecurity best practices and IT resource usage.
• Assist with password resets, account provisioning, and access control.
• Participate in an on-call rotation for after-hours support as needed.
• Document and address technical issues and customer interactions, escalating as necessary.

Skills

Customer service skills

Communication skills

Documentation

Teamwork

Adaptability

Problem solving

Education

Associate's Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

Job description

Abacus is seeking an Analyst for Enterprise Service Desk to serve as the initial contact for triaging IT requests and providing world-class client experience daily.

You will resolve or escalate issues per documented procedures, maintain thorough ticket documentation, and support desktop, software, network, and hardware environments while working in a fast-paced, customer-focused team. Regular shifts include early morning or evening EST hours, with on-call rotation as part of service coverage.