Sr. Analyst, Enterprise Service Desk

ABACUS•Newark, NJ

2h•$70,000 - $80,000

About The Position

The Sr. Analyst, Enterprise Service Desk at Abacus provides advanced IT support and customer service, including implementation and support of 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 who mentors and coaches team members. The position supports a broad range of client technology, including computers, mobile devices, peripherals, servers, storage, networking, software, telephony, and complex virtual environments. It includes on-site technical support, maintenance and repairs, security hardening, backup and restore work, documentation, and participation in standard client projects. The analyst coordinates activities with clients, communicates incident progress and planned changes, and represents Abacus professionally while helping maintain customer satisfaction. The role may involve an after-hours on-call rotation, subject to at least six months of Abacus experience and supervisor approval. Employees must be adaptable and willing to alter shifts and job requirements to meet client and company needs. Salary is $70,000–$80,000, depending on experience.

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/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.
Willingness to alter shifts and job requirements to meet client and company needs.

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 others or personally 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, peripheral equipment, 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.
Provide professional-quality server-room cable management.
Create and maintain detailed documentation.
Resolve backup issues and perform restore testing.
Install, configure, and support complex high-availability virtual environments in VMware ESXi and Hyper-V.
Work with clients to harden security posture using policies 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 the stated experience and supervisor-approval requirements.
Coordinate activities with clients, assist with client training, and represent Abacus professionally.
Perform on-site technical and customer-service support, including emergency or unscheduled repairs and scheduled maintenance of client technical systems and equipment.
Manage network-switch and server-room cabling; routinely clean client network closets, label equipment, remove unneeded equipment, and update documentation.
Diagnose, troubleshoot, repair, and debug complex technical and computer systems and software; follow standard procedures to isolate and fix problems.
Report activities; maintain local spare-parts inventories; record time, travel expenses, and client logs.
Adapt shifts and job requirements to meet the needs of clients and Abacus.
Comply with safety requirements, complete required training, follow company policies and guidance, and proactively support safety, health, and quality requirements.
Lead teams on standard projects such as 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 team members improved processes.
Follow Abacus's defined processes, policies, and service-delivery standards.
Perform other duties as assigned.