The Sr. Analyst will resolve escalated IT service tickets, manage complex infrastructure projects, and provide mentorship to team members. They are also responsible for implementing cloud and on-premise environments while ensuring high-quality client support and system security.
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 ransomware mediation
Provide professional quality server room cable management
Responsible for creating and maintaining high quality, detailed documentation
Resolve backup issues and perform restore testing
Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments
Work with clients to harden security posture through policy and advanced technologies according to Abacus standards and processes
Communicate with clients as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages
Take part in after hours
On 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 manner
Perform on-site technical and customer service support, to include:
Emergency/unscheduled repairs of clients’ on-site technical systems and equipment
Performs scheduled maintenance and repairs of clients’ technical systems and equipment
Network switch and server room cable management
Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software
Follow 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 documentation
Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records
Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus
Comply 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 requirements
Lead 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 members
Follow Abacus’s defined processes, policies, service delivery standards
All other duties assigned.
Qualifications and Education Requirements
Associates degree in technology related field OR equivalent combination of education and work experience
A minimum of 3+ years of experience in IT Support, working in Microsoft Environments
Required certifications: Network +, Server +, Windows Server 70-410, 98-365 or equivalent
Complete other technical and professional development as outlined in development plan
Understanding of Windows 2016/2012/2008 servers, Active Directory, SQL, Sharepoint, Exchange Servers, Backup Technologies, Internet/DNS/E-mail/Communication issues
Knowledge of VMWare, Citrix, VPN and Terminal Services
Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
MSP specific experience strongly desired
Excellent problem solving and client relationship skills
Excellent verbal and written communication skills
Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations.
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