Sr. Analyst, Enterprise Service Desk

Job Summary Presenting 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. Role and Responsibilities Deliver an excellent customer experience in all interactions Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary Serve as an escalation point to mentor and coach team members Assist 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 Work with vendor representatives to resolve software and hardware issues Install and/or upgrade Microsoft Windows Server Operating Systems Perform advanced virus, malware and