# Analyst, Enterprise Service Desk at ABACUS

> United States · Unspecified · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Aabacus%3A8001121003 (read 2026-11-05).

## Facts (observed)

- Company: [ABACUS](https://alderhq.app/companies/abacus)
- Location text: Chicago, Illinois, United States; Frisco, Texas, United States; New York, New York, United States; Chicago; Dallas; New York
- Where it can be done from (inferred): United States (evidence: "Location: Chicago, Illinois, United States; Frisco, Texas, United States; New York, New Yo")
- Posted: 2026-09-21 (45 days ago)
- First seen by alder: 2026-11-03 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=8001121003

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (Chicago, n 457): p25 $66k, median $98k, p75 $150k
- H-1B filings at this company for similar roles, FY25: 4, median offered wage $60k ([US DOL OFLC LCA disclosure data](https://www.dol.gov/agencies/eta/foreign-labor/performance))

## Description (the employer's text)

### Enterprise Service Desk, Analyst

### Job Summary

The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.

This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.

### Role Focus

This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.

### Responsibilities

### Client Support & Communication

- Serve as an initial point of contact for client and system-generated support requests.
- Provide white-glove technical support via phone, email, and remote support sessions.
- Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.
- Set appropriate expectations with clients regarding issue status, next steps, and escalation path.
- Ticket Management & Documentation
- Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.
- Accurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.
- Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.
- Take ownership of assigned issues through resolution or appropriate escalation.
- May need to provide in-person technical assistances we needed.
### Technical Troubleshooting

- Troubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.
- Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.
- Identify, isolate, and document hardware, software, network, and systems issues.
- Escalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.
### Service Delivery & Operations

- Meet individual and team KPI, SLA, and service delivery expectations.
- Effectively multi-task to manage workload and maintain responsiveness.
- Collaborate with colleagues to improve operational effectiveness and client experience.
- Maintain flexibility with respect to work schedule, coverage needs, and responsibilities.
- Complete required training and comply with applicable company, client, safety, health, and quality requirements.
### Skills

- Excellent client service skills with the ability to deliver white-glove support.
- Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.
- Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.
- Strong prioritization, organization, and time-management skills in a fast-paced environment.
- Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps.
- Ability to work effectively under time constraints and manage multiple active requests.
- Commitment to following internal operations processes, policies, and service delivery standards.
### Technical Experience

- Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.
- Experience with Active Directory or Entra ID user, group, and permission administration.
- Experience supporting Windows workstations, printers, peripheral devices, and common business applications.
- Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.
- Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.
- Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.
- Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.
### Qualifications

- Associate degree in a technology-related field or equivalent combination of education and work experience.
- 3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aabacus%3A8001121003 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.