Job Description

Overview:

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.

Duties and 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.
Troubleshoot and resolve basic desktop, software, network, and hardware issues.
Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment.
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.
Work with vendors to resolve software and hardware-related 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, assisting in data restoration efforts when needed.
Educate end-users on best practices for cybersecurity and IT resource usage.
Assist with password resets, account provisioning, and access control.
Participate in an on-call rotation for after-hours support as needed.
Documenting and addressing technical issues and customer interactions, escalating as necessary.

Qualifications and Experience:

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, Skills, And Abilities:

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.
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

Attributes That Will Drive Success:

Strong problem-solving skills and a client-focused approach.
Ability to remain calm and professional in high-pressure situations.
Commitment to continuous learning and skill development.
Proactive approach to identifying and addressing recurring issues.
Compliance with company policies, procedures, and security best practices.

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About Abacus AI

Abacus AI is the world's best AI super assistant and general-purpose agent! Customers use Abacus AI is their AI control center from where they can create, deploy and monitor AI agents. These agents can pretty much do any task from creating documents to automating workflows and complex decisions. We are leaders in agentic research, and our state-of-the-art AI agent, Deep Agent, can create entire software systems including vibe-code SaaS apps from agentic templates. Thousands of AI native busineses have been started on our platform! With over 2 million customers and several F500 Companies, we are automating white-collar work and building the AGI control center of the future

Analyst, Enterprise Service Desk

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