Service Desk Analyst Jobs

About The Position

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.
• Willingness to alter shifts and job requirements to meet client and Abacus needs.

Nice To Haves

• MSP-specific experience is strongly desired.

Responsibilities

• Deliver an excellent customer experience in all interactions.
• Resolve new and escalated service tickets and provide guidance on, 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 high-quality, detailed documentation.
• Resolve backup issues and perform restore testing.
• Install, configure, and support complex virtual environments with High Availability in VMware ESXi and Hyper-V environments.
• Work with clients to improve 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 the stated tenure and supervisor-approval requirements.
• Coordinate activities with clients, support continued customer satisfaction, assist with client training, and represent Abacus professionally.
• Perform on-site technical and customer-service support, including emergency or unscheduled repairs and scheduled maintenance and repairs of client technical systems and equipment.
• Manage network switch and server room cabling.
• Diagnose, troubleshoot, repair, and debug complex technical and computer systems and software.
• Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
• Clean client network closets routinely, including labeling, removing unneeded equipment, and updating documentation.
• Report activities; maintain local spare-parts inventories; and record time, travel expenses, and client logs.
• Adapt shifts and job requirements to meet client and Abacus needs.
• Comply with safety requirements, complete required training, follow Abacus policies and technical 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 improved processes to team members.
• Follow Abacus-defined processes, policies, and service delivery standards.
• Perform other duties as assigned.