{"id":1207483,"url":"https://alion.io/job/abacus-technology-sr-analyst-enterprise-service-desk-12","title":"Sr. 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":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":62000,"max_usd":144000,"period":"year","method":"global_role_seniority_cell","sample_n":881},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"SQL","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-24T21:21:38Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-11-02T05:22:27Z","board_verified":true,"closed_at":null,"days_open":38,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":38},"description":"Job Summary\nPresenting the Sr. Analyst, Enterprise Service Desk at Abacus, where we're taking IT support to the next level. You'll spearhead the implementation of customer-facing cloud environments, on-premise infrastructure, and telephony systems, all while delivering world-class client experiences daily. Not only will you resolve escalated service tickets with finesse, but you'll also provide guidance for aging and complex issues, ensuring minimal disruption to our clients' operations. Your expertise will shine as you mentor and coach our team members, elevating our support capabilities to new heights. Join us in making a real difference in healthcare while delivering world-class client experiences daily.\n Role and Responsibilities\nDeliver an excellent customer experience in all interactions\nResolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues\nTroubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary\nServe as an escalation point to mentor and coach team members\nAssist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software\nWork with vendor representatives to resolve software and hardware issues\nInstall and/or upgrade Microsoft Windows Server Operating Systems\nPerform advanced virus, malware and ransomware mediation\nProvide professional quality server room cable management\nResponsible for creating and maintaining high quality, detailed documentation \nResolve backup issues and perform restore testing\nInstall, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments\nWork with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes\nCommunicate with clients as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages\nTake part in after hours\nOn Call rotation as needed - must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.\nAccountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner\nPerform on-site technical and customer service support, to include:Emergency/unscheduled repairs of clients’ on-site technical systems and equipment\nPerforms scheduled maintenance and repairs of clients’ technical systems and equipment\nNetwork switch and server room cable management\nDiagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software\nFollow standard procedures to isolate and fix problems in malfunctioning equipment or software.\nPerforms routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation\n\nDemonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records\nExhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus\nComply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements\nLead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)\nParticipate in project planning, solution delivery, mentoring and teaching improved processes to team members\nFollow Abacus’s defined processes, policies, service delivery standards \nAll other duties assigned.\n Qualifications and Education Requirements\nAssociates degree in technology related field OR equivalent combination of education and work experience\nA minimum of 3+ years of experience in IT Support, working in Microsoft Environments\nRequired certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent\nComplete other technical and professional development as outlined in development plan\nUnderstanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues\nKnowledge of VMWare, Citrix, VPN and Terminal Services\nKnowledge of VoIP, voicemail, analog, and vendor specific hardware/software\nMSP specific experience strongly desired\nExcellent problem solving and client relationship skills\nExcellent verbal and written communication skills\nAbility to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.\nCurrent shift options are as follows: Mon - Fri 8am- 5pm EST\nMon - Fri 8am-5pm PST/MST","description_format":"text","description_chars":5188,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-09-25T00:58:31Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.817,"p_room":0.9,"age_days":37,"expected_fill_days":55,"reasons":["conf:1","velocity","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/abacus-technology-sr-analyst-enterprise-service-desk-12","json_url":"https://alion.io/job/abacus-technology-sr-analyst-enterprise-service-desk-12.json","meta":{"generated_at":"2026-11-02T05:22:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7764,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":456034},"rest":"https://alion.io/mcp/rest/get_company?id=456034"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fabacus-technology-sr-analyst-enterprise-service-desk-12"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fabacus-technology-sr-analyst-enterprise-service-desk-12"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fabacus-technology-sr-analyst-enterprise-service-desk-12"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/abacus-technology-sr-analyst-enterprise-service-desk-12\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fabacus-technology-sr-analyst-enterprise-service-desk-12"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1207483}},{"tool":"search_jobs","arguments":{"company":"abacustechnology.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1207483},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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