Sr. Analyst, Enterprise Service Desk

ABACUS is hiring a Sr. Analyst, Enterprise Service Desk in Chandler, AZ (onsite). In this role, you’ll help deliver a strong customer experience while supporting enterprise environments across cloud-facing setups, on-prem infrastructure, and telephony systems. You’ll also guide complex escalations with minimal disruption, and mentor teammates to raise the overall support capability.

What you’ll do

• Deliver an excellent customer experience in all interactions.
• Resolve new and escalated service tickets, providing guidance for or personally handling aging and complex issues.
• Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources when needed.
• Serve as an escalation point and mentor or coach team members.
• Assist clients with design and implementation, installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking, and software.
• Work with vendor representatives to resolve software and hardware issues.
• Install and/or upgrade Microsoft Windows Server Operating Systems.
• Perform advanced virus, malware, and ransomware mediation.
• Provide professional quality server room cable management.
• Create and maintain high quality, detailed documentation.
• Resolve backup issues and perform restore testing.
• Support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments.
• Help harden client security posture through policy and advanced technologies according to ABACUS standards and processes.
• Communicate with clients as required by keeping them informed of incident progress and notifying them of impending changes or agreed upon outages.
• Participate in after-hours support and an on-call rotation as needed (minimum 6 months experience at ABACUS and supervisor approval required before joining rotation).
• Coordinate activities with clients to support continued customer satisfaction, assist with client training, and represent ABACUS professionally.
• Provide on-site technical and customer service support, including emergency and scheduled repairs, network switch and server room cable management, diagnosis and repair of complex systems and software, and routine cleanup of client network closets (labeling, removal of unneeded equipment, and documentation updates).
• Report activities and maintain local spare parts inventories, recording time and travel expense records, and client log records.
• Adapt to changing shifts and job requirements to meet client and ABACUS needs.
• Comply with safety requirements, including required training and adherence to ABACUS policies, procedures, field guidelines, reporting requirements, and technical advisories.
• Lead teams on standard projects such as system migrations, virtual server configurations, server and firewall installations, office setups and moves, and VPN tunnel configurations.
• Participate in project planning, solution delivery, mentoring, and teaching improved processes to team members.
• Follow ABACUS defined processes, policies, and service delivery standards. Other duties assigned.

What you’ll bring

• Associates degree in a technology-related field OR an equivalent combination of education and work experience.
• 3+ years of experience in IT Support working in Microsoft environments.
• Required certifications: Network+, Server+, Windows Server 70-410, 98-365 (or equivalent).
• Complete technical and professional development as outlined in a development plan.
• Understanding of Windows Server 2016/2012/2008, Active Directory, SQL, Sharepoint, Exchange Servers, and backup technologies, including Internet/DNS/E-mail/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; team player mindset; ability to remain calm and present professionally in high-stress situations.