Analyst, Enterprise Service Desk

Abacus Group

. Serve as the first point of contact for IT-related support requests via phone, email, and ticketing systems .

Posted 9/15/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in troubleshooting and resolving IT-related support requests, with a strong focus on Microsoft environments, network configurations, and customer service. Proficient in documenting technical issues and educating end-users on best practices in cybersecurity.

Highest-signal resume keywords

Microsoft Environments ExperienceNetwork+ CertificationSecurity+ CertificationWindows Operating Systems KnowledgeRemote Troubleshooting Tools Familiarity

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingDesktop SupportSoftware InstallationNetwork ConfigurationVirus DetectionData RestorationAccount ProvisioningBackup Technologies KnowledgeBasic Networking ConceptsDocumentation Skills

Soft Skills

Excellent CommunicationCustomer Service SkillsAttention to DetailAdaptabilityTeam Collaboration

Tools & Technologies

VMWareCitrixVPNTerminal ServicesMicrosoft Office SuiteCloud ApplicationsRemote Desktop Applications

Certifications & Qualifications

Associate's Degree in TechnologyNetwork+ CertificationSecurity+ Certification

Industry Keywords

IT SupportHelp DeskMSP ExperienceCybersecurity Best PracticesTicketing Systems

Tech Stack

Tools & technologies

CitrixCloudCyber SecurityDNSVMware

About the role

Key responsibilities & impact

Serve as the first point of contact for IT-related support requests via phone, email, and ticketing systems
Remain logged into phone queues throughout the workday
Triage, troubleshoot, resolve, or escalate client and system-generated requests
Troubleshoot and resolve basic desktop, software, network, and hardware issues
Assist with installation, configuration, and usability of computers, mobile devices, printers, and peripherals
Follow troubleshooting and escalation procedures and ensure timely resolution or handoff
Document support requests, solutions, and client interactions in the ticketing system
Work with vendors to resolve software and hardware issues
Install and configure operating systems, software applications, patches, and updates
Perform basic virus detection, removal, and system security maintenance
Monitor and address backup failures and assist with data restoration
Educate end-users on cybersecurity and IT resource best practices
Assist with password resets, account provisioning, and access control
Participate in an after-hours on-call rotation as needed
Document and address technical issues and customer interactions, escalating as necessary

Requirements

What you’ll need

Associate's Degree in Technology or related field required
2-5 years of experience with Microsoft environments required
0-2 years of MSP specific experience preferred
Network+ and Security+ certifications preferred
Knowledge of VMWare, Citrix, VPN and Terminal Services
Knowledge of backup technologies
Knowledge of 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
Ability to work independently and as part of a team in a fast-paced environment
Adaptability to shifting priorities and willingness to learn new technologies
Flexibility and adaptability for scheduled shift times
Ability to work scheduled shifts including 6am-3pm EST, 8am-5pm EST, 12pm-9pm EST, overnight 9pm-6am EST, or Sat-Wed 6am-3pm EST

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Abacus Group Website LinkedIn All Job Openings 501 - 1000 employees Founded 2008 🔒 Cybersecurity 🏥 Healthcare Cybersecurity
Healthcare Abacus Group is a global managed IT and cybersecurity partner specializing in highly regulated industries, primarily financial services and healthcare. They offer integrated managed IT operations, multi-cloud and infrastructure management, managed cybersecurity (including endpoint protection, access controls, monitoring, vCISO and incident response), managed AI services, cybersecurity governance and advisory, and professional services. Abacus positions itself as an MSP + MSSP delivering 24x7x365 coverage, compliance expertise, AI orchestration, and white-glove, industry-focused support to enhance resiliency and regulatory compliance. The company reports supporting 1,200+ clients in 25+ countries, with 95% of clients in financial services and healthcare. Analyst, Enterprise Service Desk 🔥 1 hour ago 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 🧐 Analyst 👻 Ghost score 10% Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Serve as the first point of contact for IT-related support requests via phone, email, and ticketing systems
Remain logged into phone queues throughout the workday
Triage, troubleshoot, resolve, or escalate client and system-generated requests
Troubleshoot and resolve basic desktop, software, network, and hardware issues
Assist with installation, configuration, and usability of computers, mobile devices, printers, and peripherals
Follow troubleshooting and escalation procedures and ensure timely resolution or handoff
Document support requests, solutions, and client interactions in the ticketing system
Work with vendors to resolve software and hardware issues
Install and configure operating systems, software applications, patches, and updates
Perform basic virus detection, removal, and system security maintenance
Monitor and address backup failures and assist with data restoration
Educate end-users on cybersecurity and IT resource best practices
Assist with password resets, account provisioning, and access control
Participate in an after-hours on-call rotation as needed
Document and address technical issues and customer interactions, escalating as necessary 🎯 Requirements
Associate's Degree in Technology or related field required
2-5 years of experience with Microsoft environments required
0-2 years of MSP specific experience preferred
Network+ and Security+ certifications preferred
Knowledge of VMWare, Citrix, VPN and Terminal Services
Knowledge of backup technologies
Knowledge of 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
Ability to work independently and as part of a team in a fast-paced environment
Adaptability to shifting priorities and willingness to learn new technologies
Flexibility and adaptability for scheduled shift times
Ability to work scheduled shifts including 6am-3pm EST, 8am-5pm EST, 12pm-9pm EST, overnight 9pm-6am EST, or Sat-Wed 6am-3pm EST Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Treasury Cash Analyst, China 🔥 2 hours ago GE Vernova 10,000+ employees 💼 Consulting 📦 Logistics 🏭 Manufacturing Website LinkedIn All Job Openings China Cash Analyst supporting GE Vernova treasury operations, including cash positioning, payments, intercompany funding, forecasting, and bank account management. 🇺🇸 United States – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 🧐 Analyst Clinical Programs Analyst 🔥 3 hours ago DaVita Kidney Care 10,000+ employees 🏥 Healthcare ⚕️ Healthcare Insurance Website LinkedIn All Job Openings Clinical Programs Analyst supporting DaVita’s infection prevention strategy through data analysis, project management, and clinical improvement initiatives. 🇺🇸 United States – Remote 💵 $57.8k - $85k / year 💰 Post-IPO Debt on 2021-02 ⏰ Full Time 🟡 Mid-level 🟠 Senior 🧐 Analyst Brokerage Auditing Analyst – Healthcare 🔥 3 hours ago Centene Corporation 10,000+ employees 🛡️ Insurance 💼 Consulting 🏥 Healthcare Website LinkedIn All Job Openings Brokerage Auditing Analyst monitoring broker compliance, audits, and remediation for Centene’s healthcare marketplace. Creating data dashboards and educating brokers on audit findings. 🇺🇸 United States – Remote 💵 $56.2k - $101k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 🧐 Analyst Managed Repair Analyst II 🔥 3 hours ago Accuserve Solutions 201 - 500 🏗️ Construction 📦 Logistics 🏠 Real Estate Website LinkedIn All Job Openings Managed Repair Analyst auditing contractor estimates and managing property-claim reconstruction for Accuserve’s insurance restoration services. Fully remote customer and claims support role. 🇺🇸 United States – Remote 💵 $60k - $65k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🧐 Analyst Distributions Analyst 🔥 4 hours ago PCS Retirement 201 - 500 💸 Finance 🤝 B2B Website LinkedIn All Job Openings Distributions Analyst II processing retirement-plan transactions for PCS Retirement, a retirement recordkeeping provider. Reviewing distributions, training analysts, and ensuring regulatory and transaction accuracy. 🇺🇸 United States – Remote 💵 $40k - $60k / year ⏰ Full Time 🟢 Junior 🟡 Mid-level 🧐 Analyst 🚫👨‍🎓 No degree required 🦅 H1B Visa Sponsor View More Analyst Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Remote jobs Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources About us Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass Resume Review AI Apply Copilot OpenClaw job finder API docs Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs