Analyst, Enterprise Service Desk at Abacus Group LLC

<p></p> <p>&nbsp;</p> <p></p> <p><strong>Enterprise Service Desk, Analyst</strong></p> <p>&nbsp;</p> <p><strong>Job Summary</strong></p> <p>The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.</p> <p>This role serves as an initial point of contact for Abacus clients across the Financial and Medical sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.</p> <p><strong>Role Focus</strong></p> <p>This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.</p> <p>&nbsp;</p> <p><strong>Responsibilities</strong></p> <p>&nbsp;</p> <p><strong>Client Support &amp; Communication</strong></p> <ul> <li>Serve as an initial point of contact for client and system-generated support requests.</li> <li>Provide white-glove technical support via phone, email, and remote support sessions.</li> <li>Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.</li> <li>Set appropriate expectations with clients regarding issue status, next steps, and escalation path.</li> <li>Ticket Management &amp; Documentation</li> <li>Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.</li> <li>Accurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.</li> <li>Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.</li> <li>Take ownership of assigned issues through resolution or appropriate escalation.</li> </ul> <p>&nbsp;</p> <p><strong>Technical Troubleshooting</strong></p> <ul> <li>Troubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.</li> <li>Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.</li> <li>Identify, isolate, and document hardware, software, network, and systems issues.</li> <li>Escalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.</li> </ul> <p>&nbsp;</p> <p><strong>Service Delivery &amp; Operations</strong></p> <ul> <li>Meet individual and team KPI, SLA, and service delivery expectations.</li> <li>Effectively multi-task to manage workload and maintain responsiveness.</li> <li>Collaborate with colleagues to improve operational effectiveness and client experience.</li> <li>Maintain flexibility with respect to work schedule, coverage needs, and responsibilities.</li> <li>Complete required training and comply with applicable company, client, safety, health, and quality requirements.</li> </ul> <p>&nbsp;</p> <p><strong>Skills</strong></p> <ul> <li>Excellent client service skills with the ability to deliver white-glove support.</li> <li>Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.</li> <li>Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.</li> <li>Strong prioritization, organization, and time-management skills in a fast-paced environment.</li> <li>Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.</li> <li>Ability to work effectively under time constraints and manage multiple active requests.</li> <li>Commitment to following internal operations processes, policies, and service delivery standards.</li> </ul> <p>&nbsp;</p> <p><strong>Technical Experience</strong></p> <ul> <li>Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.</li> <li>Experience with Active Directory or Entra ID user, group, and permission administration.</li> <li>Experience supporting Windows workstations, printers, peripheral devices, and common business applications.</li> <li>Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.</li> <li>Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.</li> <li>Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.</li> <li>Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.</li> </ul> <p>&nbsp;</p> <p><strong>Qualifications</strong></p> <ul> <li>Associate degree in a technology-related field or equivalent combination of education and work experience.</li> <li>3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.</li> <li>Technical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.</li> <li>Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.</li> </ul> <p>&nbsp;</p> <p><strong>Key Traits</strong></p> <ul> <li>Client-focused and service-oriented.</li> <li>Accountable and ownership-minded.</li> <li>Calm, professional, and effective under pressure.</li> <li>Detail-oriented, organized, and consistent in follow-through.</li> <li>Collaborative and committed to continuous learning.</li> </ul> <p></p> <p><strong>The Benefits of Working for Abacus</strong></p> <ul> <li>Exposure to a diverse array of technologies.</li> <li>Internal opportunities for career advancement.</li> <li>Part of a team of experienced technicians that aim to deliver exceptional service</li> <li>Competitive compensation.</li> <li>Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.</li> <li>Opportunities to further technical education through online courses.</li> <li>Positive, friendly, and supportive office environment.</li> <li>Workplace perks including healthy snacks and team-building events.</li> </ul> <p></p>