ABACUS

Sr. Analyst, Enterprise Service Desk (Flex Onsite)

Columbus, Ohio, United States · Senior

Sponsorship not specified$70k-$410kDetected 5 days ago

SQLCloud PlatformsCybersecurityCustomer SupportDNSFirewallVPNVoIPCommunicationProblem SolvingMentoringPublic SpeakingAdaptabilitySharePoint

About the role

You'll spearhead the implementation of customer-facing cloud environments, on-premise infrastructure, and telephony systems, all while delivering world-class client experiences daily.
Not only will you resolve escalated service tickets with finesse, but you'll also provide guidance for aging and complex issues, ensuring minimal disruption to our clients' operations.
Join us in making a real difference in healthcare while delivering world-class client experiences daily.

Your expertise will shine as you mentor and coach our team members, elevating our support capabilities to new heights.
Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software
Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments

On Call rotation as needed. must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.
Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
Associates degree in 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

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
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
Responsible for creating and maintaining high quality, detailed documentation
Resolve backup issues and perform restore testing
Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes

This listing is sourced directly from ABACUS's careers page and normalized into a canonical job model.