ABACUS
Analyst, Enterprise Service Desk
Newark, New Jersey, United States
Sponsorship not specified$50k-$60kDetected 5 days ago
CybersecurityHRISCustomer SupportDNSFirewallVPNCommunicationProblem SolvingAdaptabilityMicrosoft Office
About the role
- Abacus's Analyst, Enterprise Service Desk is responsible for serving as an initial point of contact for triaging, then resolving or accurately escalating incoming client or system generated requests as well as providing a world class client experience daily.
- Analysts assist with escalations while following documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process.
- Troubleshoot and resolve basic desktop, software, network, and hardware issues.
Responsibilities
- Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system.
- Be logged into the phone queues throughout the entire workday to ensure consistent client support.
- Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support.
- Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system.
- Perform basic virus detection, removal, and system security maintenance.
- Participate in an on-call rotation for after-hours support as needed.
Requirements
- Associate's Degree in Technology or related field required.
- 2-5 years of experience with Microsoft environments required.
- Ability to remain calm and professional in high-pressure situations.
Nice to have
- 0-2 years of MSP specific experience preferred.
- Network+ and Security+ certifications preferred.
Skills
- Knowledge of VMWare, Citrix, VPN and Terminal Services.
- Backup Technologies.
- Internet/DNS/E-mail/Communication issues.
- Strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications.
- Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations.
- Familiarity with remote troubleshooting tools and remote desktop applications.
- Ability to diagnose and resolve technical issues in a structured and efficient manner.
- Excellent communication and customer service skills with a professional demeanor.
- Strong documentation skills with attention to detail.
- Adaptability to shifting priorities and willingness to learn new technologies.
- Flexibility and adaptability for scheduled shift times
- Knowledge, Skills, And Abilities:
Compensation
- $50,000-$60,000
This listing is sourced directly from ABACUS's careers page and normalized into a canonical job model.