Sr. Analyst, Enterprise Service Desk
About The Position
The Sr. Analyst, Enterprise Service Desk at Abacus delivers advanced IT support and customer-facing cloud environments, on-premise infrastructure, and telephony systems. The role resolves escalated, aging, and complex service issues, troubleshoots client emergencies, and serves as an escalation point and mentor for team members. It supports clients’ computers, mobile devices, peripherals, telephony, servers, storage, networking, and software through design, implementation, installation, configuration, maintenance, and troubleshooting. The position also performs server and virtual-environment support, security hardening, malware remediation, backup troubleshooting and restore testing, documentation, and on-site technical service. It leads standard technical projects and participates in planning and solution delivery. The analyst coordinates with clients to provide updates, training, and continued customer satisfaction, while following Abacus processes, safety requirements, and service standards. After-hours on-call participation may be required after at least six months at Abacus and supervisor approval.
Requirements
- Associate degree in a technology-related field, or an equivalent combination of education and work experience.
- At least 3 years of IT support experience working in Microsoft environments.
- Required certifications: Network+, Server+, and Windows Server 70-410, 98-365, or equivalent.
- Complete other technical and professional development as outlined in the development plan.
- Understanding of Windows Server 2016/2012/2008, Active Directory, SQL, SharePoint, Exchange Servers, backup technologies, and internet, DNS, email, and communication issues.
- Knowledge of VMware, Citrix, VPN, and Terminal Services.
- Knowledge of VoIP, voicemail, analog systems, and vendor-specific hardware and software.
- Excellent problem-solving and client relationship skills.
- Excellent verbal and written communication skills.
- Ability to learn and retain new technology skills and troubleshooting processes.
- Ability to work as a team player and remain calm and professional in high-stress situations.
- Ability to adapt shifts and job requirements to meet client and Abacus needs.
- Ability to participate in after-hours on-call rotation when eligible and approved.
Nice To Haves
- MSP-specific experience is strongly desired.
Responsibilities
- Deliver an excellent customer experience in all interactions and remain accountable for continued customer satisfaction.
- Resolve new and escalated service tickets; guide or resolve aging and complex issues.
- Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources when necessary.
- Serve as an escalation point and mentor and coach team members.
- Assist clients with the design, implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripherals, telephony systems, servers, storage, networking, and software.
- Work with vendor representatives to resolve software and hardware issues.
- Install and upgrade Microsoft Windows Server operating systems.
- Perform advanced virus, malware, and ransomware mediation.
- Maintain professional-quality server-room cable management and detailed documentation.
- Resolve backup issues and perform restore testing.
- Install, configure, and support complex high-availability virtual environments in VMware ESXi and Hyper-V.
- Help clients harden security posture through policy and advanced technologies according to Abacus standards and processes.
- Keep clients informed of incident progress and notify them of impending changes or agreed-upon outages.
- Participate in the after-hours on-call rotation as needed, subject to a minimum of six months’ experience at Abacus and supervisor approval.
- Coordinate activities with clients, assist with client training, and represent Abacus professionally.
- Perform on-site technical and customer service support, including emergency and scheduled repairs and maintenance of client systems and equipment.
- Manage network-switch and server-room cabling; clean client network closets, label equipment, remove unneeded equipment, and update documentation.
- Diagnose, troubleshoot, repair, and debug complex technical systems, computer systems, and software; follow standard procedures to isolate and fix problems.
- Report activities and maintain local spare-parts inventories, time and travel expense records, and client log records.
- Adapt shifts and job requirements to meet client and Abacus needs.
- Comply with safety requirements, training, Abacus policies and procedures, field guidelines, reporting requirements, technical advisories, and applicable company, governmental, and customer requirements.
- Lead teams on standard projects, including system migrations, virtual server configurations, server and firewall installations, office setups and moves, and VPN tunnel configurations.
- Participate in project planning and solution delivery, and mentor and teach improved processes to team members.
- Follow Abacus-defined processes, policies, and service delivery standards.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
