Sr. Analyst, Enterprise Service Desk

Job SummaryPresenting 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 interactionsResolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issuesTroubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessaryServe as an escalation point to mentor and coach team membersAssist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and softwareWork with vendor representatives to resolve software and hardware issuesInstall and/or upgrade Microsoft Windows Server Operating SystemsPerform advanced virus, malware and ransomware mediationProvide professional quality server room cable managementResponsible for creating and maintaining high quality, detailed documentation Resolve backup issues and perform restore testingInstall, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environmentsWork with clients to harden security posture through policy and advanced technologies according to Abacus standards and processesCommunicate with clients as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outagesTake part in after hoursOn Call rotation as needed – must have a minimum of 6 months experience at Abacus and have supervisor approval before joining rotation.Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional mannerPerform on-site technical and customer service support, to include:Emergency/unscheduled repairs of clients’ on-site technical systems and equipmentPerforms scheduled maintenance and repairs of clients’ technical systems and equipmentNetwork switch and server room cable managementDiagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and softwareFollow standard procedures to isolate and fix problems in malfunctioning equipment or software.Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentationDemonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log recordsExhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and AbacusComply 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 requirementsLead teams on standard projects (i.e. system migrations, virtual server configurations, server and firewall installations, office setups and moves, VPN tunnel configurations)Participate in project planning, solution delivery, mentoring and teaching improved processes to team membersFollow Abacus’s defined processes, policies, service delivery standards All other duties assigned.Qualifications And Education RequirementsAssociates degree in technology related field OR equivalent combination of education and work experienceA minimum of 3+ years of experience in IT Support, working in Microsoft EnvironmentsRequired certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalentComplete other technical and professional development as outlined in development planUnderstanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issuesKnowledge of VMWare, Citrix, VPN and Terminal ServicesKnowledge of VoIP, voicemail, analog, and vendor specific hardware/softwareMSP specific experience strongly desiredExcellent problem solving and client relationship skillsExcellent verbal and written communication skillsAbility to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.