Analyst, Enterprise Service Desk

Weekend shift role

40 hours /week: 8am-5pm CST Saturday-Wednesday

Enterprise Service Desk, Analyst

Job Summary

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.

This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.

Role Focus

This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.

Responsibilities

Client Support & Communication

• Serve as an initial point of contact for client and system-generated support requests.

• Provide white-glove technical support via phone, email, and remote support sessions.

• Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.

• Set appropriate expectations with clients regarding issue status, next steps, and escalation path.

• Ticket Management & Documentation

• Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.

• Accurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.

• Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.

• Take ownership of assigned issues through resolution or appropriate escalation.

• May need to provide in-person technical assistances we needed.

Technical Troubleshooting

• Troubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.

• Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.

• Identify, isolate, and document hardware, software, network, and systems issues.

• Escalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.

Service Delivery & Operations

• Meet individual and team KPI, SLA, and service delivery expectations.

• Effectively multi-task to manage workload and maintain responsiveness.

• Collaborate with colleagues to improve operational effectiveness and client experience.

• Maintain flexibility with respect to work schedule, coverage needs, and responsibilities.

• Complete required training and comply with applicable company, client, safety, health, and quality requirements.

Skills

• Excellent client service skills with the ability to deliver white-glove support.

• Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.

• Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.

• Strong prioritization, organization, and time-management skills in a fast-paced environment.

• Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.

• Ability to work effectively under time constraints and manage multiple active requests.

• Commitment to following internal operations processes, policies, and service delivery standards.

Technical Experience

• Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.

• Experience with Active Directory or Entra ID user, group, and permission administration.

• Experience supporting Windows workstations, printers, peripheral devices, and common business applications.

• Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.

• Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.

• Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.

• Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.

Qualifications

• Associate degree in a technology-related field or equivalent combination of education and work experience.

• 3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.

• Technical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.

• Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.

Key Traits

• Client-focused and service-oriented.

• Accountable and ownership-minded.

• Calm, professional, and effective under pressure.

• Detail-oriented, organized, and consistent in follow-through.

• Collaborative and committed to continuous learning.

The Benefits of Working for Abacus

• Exposure to a diverse array of technologies.

• Internal opportunities for career advancement.

• Part of a team of experienced technicians that aim to deliver exceptional service

• Competitive compensation.

• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.

• Opportunities to further technical education through online courses.

• Positive, friendly, and supportive office environment.

• Workplace perks including healthy snacks and team-building events.