Senior Analyst, Enterprise Service Desk

Abacus Group

. Deliver excellent customer experiences in all interactions .

Posted 9/24/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Support with a strong focus on troubleshooting, client relationship management, and technical support across various platforms. Proficient in managing complex virtual environments and implementing security measures to enhance client systems.

Highest-signal resume keywords

IT Support ExperienceMicrosoft Windows Server AdministrationVMware ESXi and Hyper-V ManagementNetwork+ and Server+ CertificationsClient Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingServer AdministrationBackup TechnologiesVirus and Malware MediationActive DirectorySQLSharePointExchange ServersVoIPVPN Configuration

Soft Skills

Problem-SolvingVerbal CommunicationWritten CommunicationMentoringClient Relationship Skills

Tools & Technologies

Microsoft Windows ServerVMwareCitrixTelephony SystemsPeripheralsNetworking EquipmentDesktop ComputersMobile DevicesRansomware ProtectionService Desk Software

Certifications & Qualifications

Network+Server+Windows Server 70-410Windows Server 98-365

Industry Keywords

MSP ExperienceService StandardsIncident ManagementTechnical SupportProcess Improvement

Tech Stack

Tools & technologies

CitrixDNSSQLVMwareVoIP

About the role

Key responsibilities & impact

Deliver excellent customer experiences in all interactions
Resolve new and escalated service tickets, including aging and complex issues
Troubleshoot and resolve client emergencies with minimal oversight
Mentor and coach team members as an escalation point
Design, implement, install, configure and support desktop computers, mobile devices, peripherals, telephony systems, servers, storage, networking and software
Work with vendors to resolve software and hardware issues
Install and upgrade Microsoft Windows Server operating systems
Perform advanced virus, malware and ransomware mediation
Manage server-room cabling and maintain detailed documentation
Resolve backup issues and perform restore testing
Support complex highly available virtual environments in VMware ESXi and Hyper-V
Harden client security posture using policies and advanced technologies
Communicate incident progress, changes and outages to clients
Provide on-site technical and customer-service support, including emergency repairs, scheduled maintenance, troubleshooting and network-closet cleanup
Maintain inventories, activity reports, time and travel records, and client logs
Lead standard projects such as migrations, virtual-server configurations, server/firewall installations, office moves and VPN tunnel configurations
Participate in project planning, solution delivery, mentoring and process improvement
Comply with Abacus processes, policies, service standards and safety requirements
Perform other assigned duties

Requirements

What you’ll need

Associate degree in a technology-related field OR equivalent combination of education and work experience
Minimum of 3+ years of experience in IT Support, working in Microsoft environments
Required certifications: Network+, Server+, Windows Server 70-410, 98-365 or equivalent
Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, SharePoint, Exchange Servers, backup technologies, Internet/DNS/email/communication issues
Knowledge of VMware, Citrix, VPN and Terminal Services
Knowledge of VoIP, voicemail, analog, and vendor-specific hardware/software
MSP-specific experience strongly desired
Excellent problem-solving and client relationship skills
Excellent verbal and written communication skills
Ability to learn and retain new technology skills and troubleshooting processes
Current shift options: Mon–Fri 8am–5pm EST or Mon–Fri 8am–5pm PST/MST

Benefits

Comp & perks

After-hours participation
On-call rotation as needed (after minimum 6 months at Abacus and supervisor approval)
Technical and professional development as outlined in development plan
Current shift options: Mon–Fri 8am–5pm EST or Mon–Fri 8am–5pm PST/MST