{"id":1113523,"url":"https://alion.io/job/abacus-technology-analyst-enterprise-service-desk-13","title":"Analyst, Enterprise Service Desk","company":{"id":456034,"name":"Abacus Technology","domain":"abacustechnology.com","url":"https://alion.io/company/abacus-technology","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States","New York, United States","Frisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":107000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":379},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-21T17:34:15Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-19T18:57:04Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"Enterprise Service Desk, Analyst\nJob Summary\nThe 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.\nThis 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.\nRole Focus\nThis role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.\nResponsibilities\nClient Support & Communication\nServe as an initial point of contact for client and system-generated support requests.\nProvide white-glove technical support via phone, email, and remote support sessions.\nCommunicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.\nSet appropriate expectations with clients regarding issue status, next steps, and escalation path.\nTicket Management & Documentation\nTriage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.\nAccurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.\nMaintain accurate ticket statuses and ensure client-facing updates are timely and complete.\nTake ownership of assigned issues through resolution or appropriate escalation.\nMay need to provide in-person technical assistances we needed. \nTechnical Troubleshooting\nTroubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.\nSupport common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.\nIdentify, isolate, and document hardware, software, network, and systems issues.\nEscalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.\nService Delivery & Operations\nMeet individual and team KPI, SLA, and service delivery expectations.\nEffectively multi-task to manage workload and maintain responsiveness.\nCollaborate with colleagues to improve operational effectiveness and client experience.\nMaintain flexibility with respect to work schedule, coverage needs, and responsibilities.\nComplete required training and comply with applicable company, client, safety, health, and quality requirements.\nSkills\nExcellent client service skills with the ability to deliver white-glove support.\nStrong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.\nAbility to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.\nStrong prioritization, organization, and time-management skills in a fast-paced environment.\nProcess-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.\nAbility to work effectively under time constraints and manage multiple active requests.\nCommitment to following internal operations processes, policies, and service delivery standards.\nTechnical Experience\nWorking knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.\nExperience with Active Directory or Entra ID user, group, and permission administration.\nExperience supporting Windows workstations, printers, peripheral devices, and common business applications.\nFamiliarity with MFA tools such as Duo Security and Microsoft Authenticator.\nWorking knowledge of endpoint management tools such as Intune or comparable MDM platforms.\nFoundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.\nExposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.\nQualifications\nAssociate degree in a technology-related field or equivalent combination of education and work experience.\n3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.\nTechnical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.\nExperience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.\nKey Traits\nClient-focused and service-oriented.\nAccountable and ownership-minded.\nCalm, professional, and effective under pressure.\nDetail-oriented, organized, and consistent in follow-through.\nCollaborative and committed to continuous learning.\nThe Benefits of Working for Abacus\nExposure to a diverse array of technologies.\nInternal opportunities for career advancement.\nPart of a team of experienced technicians that aim to deliver exceptional service\nCompetitive compensation.\nRobust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.\nOpportunities to further technical education through online courses.\nPositive, friendly, and supportive office environment.\nWorkplace perks including healthy snacks and team-building 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