Analyst, Enterprise Service Desk

Full Timejunior

Charlotte, North Carolina, United StatesPosted 6 days ago

Role Overview

Abacus Technology is hiring a entry-level Analyst, Enterprise Service Desk. This is a full-time role in Charlotte, North Carolina. Part of Abacus Technology's Mobile hiring, posted 6 days ago. Full responsibilities, required qualifications, and the apply link are listed in the description below.

Salary Context

Salary is not disclosed in this posting. Market median for Junior-level Mobile roles is $80k-$125k (based on 33 comparable listings). Many employers share specifics during the interview process or after an initial screen.

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Job description

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

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.

About Abacus Technology

Abacus Technology

abacustech.com

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Frequently Asked Questions

How do I apply for the Analyst, Enterprise Service Desk position at Abacus Technology?

Use the Apply button above to submit your application directly to Abacus Technology. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the Analyst, Enterprise Service Desk position at Abacus Technology located?

This position is based in Charlotte, North Carolina. Abacus Technology has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a Analyst, Enterprise Service Desk at Abacus Technology earn?

Abacus Technology has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the Analyst, Enterprise Service Desk role at Abacus Technology posted?

This role was posted on July 16, 2026 (6 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.

Is the Analyst, Enterprise Service Desk role at Abacus Technology entry-level?

Yes. This is an entry-level position. Strong candidates typically have 0-2 years of relevant work experience, internships, or significant project work. Read the full description for any specific qualification requirements Abacus Technology has listed.

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