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Analyst, Enterprise Service Desk

New York, New York, United States

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.

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