Sr. Analyst, Enterprise Service Desk

About the Role

Join Abacus as a Sr. Analyst, Enterprise Service Desk and take IT support to the next level. You will lead the implementation of customer-facing cloud environments, on-premise infrastructure, and telephony systems while delivering world-class client experiences. This role involves resolving escalated service tickets, mentoring team members, and ensuring minimal disruption to clients' operations.

Responsibilities

• Deliver an excellent customer experience in all interactions
• Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary
• Serve as an escalation point to 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/or 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 harden security posture through policy and advanced technologies according to Abacus standards and processes
• Communicate with clients to keep them informed of incident progress, notify them of impending changes or agreed-upon outages
• Participate in after-hours on-call rotation as needed (requires a minimum of 6 months experience at Abacus and supervisor approval)
• Ensure continued customer satisfaction, coordinate all activities with the client, and assist with client training while representing Abacus professionally
• Perform on-site technical and customer service support, including:
  • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
  • Scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • 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
  • Perform routine cleanup of client network closets, including labeling, removal of unneeded equipment, and updating documentation
• Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records, and client log records
• Exhibit adaptability and willingness to alter shifts and job requirements to meet client and Abacus needs
• Comply with all safety requirements, including completing all required training and following Abacus policies and procedures
• Lead teams on standard projects (e.g., system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)
• Participate in project planning, solution delivery, mentoring, and teaching improved processes to team members
• Follow Abacus’s defined processes, policies, and service delivery standards
• Perform all other assigned duties

Requirements

• Associate’s degree in a technology-related field OR equivalent combination of education and work experience
• A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
• Required certifications: Network+, Server+, Windows Server 70-410, 98-365, or equivalent
• Complete other technical and professional development as outlined in the development plan
• Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
• Knowledge of VMWare, Citrix, VPN, and Terminal Services
• Knowledge of VoIP, voicemail, analog, and vendor-specific hardware/software
• MSP-specific experience strongly desired
• Excellent problem-solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes
• Team player with the ability to maintain calm and professionalism in high-stress situations

Pay

$65,000–$75,000, depending on experience