Analyst, Enterprise Service Desk

Overview:   Abacus’s Analyst, Enterprise Service Desk is responsible for serving as an initial point of contact for triaging, then resolving or accurately escalating incoming client or system generated requests as well as providing a world class client experience daily. Analysts assist with escalations while following documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process.   Duties and Responsibilities: Serve as the first point of contact for all IT-related support requests primarily via phone and as needed via email and/or ticketing system. Be logged into the phone queues throughout the entire workday to ensure consistent client support. Troubleshoot and resolve basic desktop, software, network, and hardware issues. Assist clients with installation, configuration, and usability of desktop computers, mobile devices, printers, and other peripheral equipment. Follow established troubleshooting and escalation procedures, ensuring timely resolution or proper handoff to higher-tier support. Maintain accurate documentation of all support requests, solutions, and client interactions in the ticketing system. Work with vendors to resolve software and hardware-related 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, assis