Analyst, Enterprise Service Desk
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Before you apply
LocationChicago, Dallas, New York, Illinois, United States; Frisco, Texas, United States; New York, United States
SeniorityMid
Experience3+ yrs
DepartmentEnterprise Service Desk-Financial Services
Company size501–1,000 people
PostedSep 21, 2026 · 1mo ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
Associate degree in a technology-related field or equivalent combination of education and work experience
Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center
Experience with Active Directory or Entra ID user, group, and permission administration
Experience supporting Windows workstations, printers, peripheral devices, and common business applications
Familiarity with MFA tools such as Duo Security and Microsoft Authenticator
Working knowledge of endpoint management tools such as Intune or comparable MDM platforms
Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts
Excellent client service skills with the ability to deliver white-glove support
Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences
Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues
Strong prioritization, organization, and time-management skills in a fast-paced environment
Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps
Ability to work effectively under time constraints and manage multiple active requests
Commitment to following internal operations processes, policies, and service delivery standards
3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred
Technical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications
Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred
Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred
Skills
Microsoft 365
Teams
SharePoint
OneDrive
Outlook
Exchange Online
Microsoft 365 Admin Center
Active Directory
Entra ID
Windows
printers
peripheral devices
Duo Security
Microsoft Authenticator
Intune
DNS
DHCP
TCP/IP
VPN
Citrix
VMware
backup technologies
VoIP
monitoring tools
Benefits
Medical
Dental
Vision
Disability
Life insurance
401(k)
PTO
Educational opportunities
Enterprise Service Desk, Analyst
Job Summary
The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.
This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.
Role Focus
This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.
Responsibilities
Client Support & Communication
•
Serve as an initial point of contact for client and system-generated support requests.
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Provide white-glove technical support via phone, email, and remote support sessions.
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Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.
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Set appropriate expectations with clients regarding issue status, next steps, and escalation path.
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Ticket Management & Documentation
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Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.
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Accurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.
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Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.
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Take ownership of assigned issues through resolution or appropriate escalation.
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May need to provide in-person technical assistances we needed.
Technical Troubleshooting
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Troubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.
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Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.
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Identify, isolate, and document hardware, software, network, and systems issues.
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Escalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.
Service Delivery & Operations
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Meet individual and team KPI, SLA, and service delivery expectations.
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Effectively multi-task to manage workload and maintain responsiveness.
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Collaborate with colleagues to improve operational effectiveness and client experience.
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Maintain flexibility with respect to work schedule, coverage needs, and responsibilities.
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Complete required training and comply with applicable company, client, safety, health, and quality requirements.
Skills
•
Excellent client service skills with the ability to deliver white-glove support.
•
Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.
•
Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.
•
Strong prioritization, organization, and time-management skills in a fast-paced environment.
•
Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.
•
Ability to work effectively under time constraints and manage multiple active requests.
•
Commitment to following internal operations processes, policies, and service delivery standards.
Technical Experience
•
Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.
•
Experience with Active Directory or Entra ID user, group, and permission administration.
•
Experience supporting Windows workstations, printers, peripheral devices, and common business applications.
•
Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.
•
Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.
•
Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.
•
Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.
Qualifications
•
Associate degree in a technology-related field or equivalent combination of education and work experience.
•
3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.
•
Technical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.
•
Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.
Key Traits
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Client-focused and service-oriented.
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Accountable and ownership-minded.
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Calm, professional, and effective under pressure.
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Detail-oriented, organized, and consistent in follow-through.
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Collaborative and committed to continuous learning.
The Benefits of Working for Abacus
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Exposure to a diverse array of technologies.
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Internal opportunities for career advancement.
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Part of a team of experienced technicians that aim to deliver exceptional service
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Competitive compensation.
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Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
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Opportunities to further technical education through online courses.
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Positive, friendly, and supportive office environment.
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Workplace perks including healthy snacks and team-building events.