Abacus Technology

Hosted IT solutions for financial services

Analyst – Enterprise Service Desk

IT Service Desk & End User SupportUpdated on Nov 14

Full-timeRemote in USANo salary listedRemote

About the Job

Requirements

An Associate's Degree in Technology or a related field is required.
Two to five years of experience with Microsoft environments is required.
Knowledge of VMware, Citrix, VPN, Terminal Services, and backup technologies is required.
Knowledge of internet, DNS, email, and communication troubleshooting is required.
A strong understanding of Windows operating systems, Microsoft Office Suite, and cloud applications is required.
Knowledge of basic networking concepts, including DNS, DHCP, VPN, and firewall configurations, is required.
Familiarity with remote troubleshooting tools and remote desktop applications is required.
The ability to diagnose and resolve technical issues in a structured and efficient manner is required.
Strong documentation skills and attention to detail are required.
The ability to work independently and as part of a team in a fast-paced environment is required.
Flexibility and adaptability for scheduled shift times are required.
Candidates must be legally authorized to work in the country where the position is based.
Candidates must comply with company policies, procedures, and security best practices.

Responsibilities

Serve as the first point of contact for IT-related support requests, primarily by phone and as needed by email or ticketing system.
Remain logged into phone queues throughout the workday to provide 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 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 and removal, and maintain system security.
Monitor and address backup failures, assisting with data restoration when needed.
Educate end users on cybersecurity and IT resource usage best practices.
Assist with password resets, account provisioning, and access control.
Participate in an on-call rotation for after-hours support as needed.
Document and address technical issues and customer interactions, escalating as necessary.

Desired Qualifications

Zero to two years of managed service provider-specific experience is preferred.
Network+ and Security+ certifications are preferred.

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, assisting in data restoration efforts when needed.
Educate end-users on best practices for cybersecurity and IT resource usage.
Assist with password resets, account provisioning, and access control.
Participate in an on-call rotation for after-hours support as needed.
Documenting and addressing technical issues and customer interactions, escalating as necessary.

Qualifications and Experience:

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, Skills, And Abilities:

Knowledge of VMWare, Citrix, VPN and Terminal Services.
Backup Technologies.
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.
- Current shift options are as follows:
  - Sat-Wed: 6am-3pm EST

Attributes That Will Drive Success:

Strong problem-solving skills and a client-focused approach.
Ability to remain calm and professional in high-pressure situations.
Commitment to continuous learning and skill development.
Proactive approach to identifying and addressing recurring issues.
Compliance with company policies, procedures, and security best practices.

Work Authorization & Sponsorship

Candidates must be legally authorized to work in the country in which the position is based. At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future.

Use of Artificial Intelligence in Hiring

We may use artificial intelligence (AI) and other technology-assisted tools to support certain aspects of our recruiting and hiring process. These tools may assist with activities such as organizing, reviewing, or summarizing candidate information. AI-generated outputs or recommendations do not replace human judgment, and our hiring team maintains human review and oversight of employment decisions.

About the Company

Abacus Technology

Hosted IT solutions for financial services

Abacus Group, LLC provides hosted IT solutions tailored for alternative investment firms. Its flagship Abacus Cloud platform delivers IT as a service, letting investment managers access cybersecurity, storage, compliance, and other technology needs on demand through a managed, scalable enterprise cloud. The service pairs a financial-services focus with an end-to-end technology stack hosted in a secure cloud, simplifying IT management for firms that must meet strict regulatory requirements. Differentiators include industry-specific capabilities, scalable on-demand resources, and a proven, award-winning platform supported by offices across major U.S. cities and London. The goal is to give financial-services firms a ready-to-use, compliant, and scalable technology platform so they can focus on investment activities rather than IT management.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, United States
Founded: 2008

Recently Posted Jobs

Explore more opportunities at Abacus Technology

See more jobs