Analyst, Enterprise Service Desk

🕒 September 15

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Abacus Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🔒 Cybersecurity

🏥 Healthcare

Cybersecurity • Healthcare

Abacus Group is a global managed IT and cybersecurity partner specializing in highly regulated industries, primarily financial services and healthcare. They offer integrated managed IT operations, multi-cloud and infrastructure management, managed cybersecurity (including endpoint protection, access controls, monitoring, vCISO and incident response), managed AI services, cybersecurity governance and advisory, and professional services. Abacus positions itself as an MSP + MSSP delivering 24x7x365 coverage, compliance expertise, AI orchestration, and white-glove, industry-focused support to enhance resiliency and regulatory compliance. The company reports supporting 1,200+ clients in 25+ countries, with 95% of clients in financial services and healthcare.

📋 Description

• Serve as the first point of contact for IT-related support requests via phone, email, and ticketing systems • Remain logged into phone queues throughout the workday • Triage, troubleshoot, resolve, or escalate client and system-generated requests • Troubleshoot and resolve basic desktop, software, network, and hardware issues • Assist with installation, configuration, and usability of computers, mobile devices, printers, and peripherals • Follow troubleshooting and escalation procedures and ensure timely resolution or handoff • Document support requests, solutions, and client interactions in the ticketing system • Work with vendors to resolve software and hardware 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 and assist with data restoration • Educate end-users on cybersecurity and IT resource best practices • Assist with password resets, account provisioning, and access control • Participate in an after-hours on-call rotation as needed • Document and address technical issues and customer interactions, escalating as necessary

🎯 Requirements

• 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 of VMWare, Citrix, VPN and Terminal Services • Knowledge of backup technologies • Knowledge of 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 • Ability to work scheduled shifts including 6am-3pm EST, 8am-5pm EST, 12pm-9pm EST, overnight 9pm-6am EST, or Sat-Wed 6am-3pm EST