Hybrid IT Service Analyst II: Advanced Support

Acumen Technology; Nashville (TN); Hybrid; USD 50,000 - 64,000; Full time

Benefits offered by this job

Hybrid workplace

100% employer paid health insurance

Mileage reimbursement

Fun working environment and culture

401K with company match

Job summary

Acumen Technology in Nashville is seeking a Service Analyst II to bridge basic support and advanced troubleshooting. You will diagnose complex software, hardware, and network issues, work with users to provide solutions, and escalate to Level 3 when needed.

Role includes updating technical documentation, mentoring Level 1 staff, and delivering strong customer service while maintaining company values and improvements. Hybrid work environment with in-office days in Nashville.

Qualifications

• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: telephony, communication, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Understanding of support tools and how technology is used to provide services.
• Typing skills for quick and accurate entry of service request details.
• Self-motivated in a fast-moving environment.

Responsibilities

• Be the voice of Acumen Technology to clients, delivering excellent customer service via phone or email.
• Support core values and commit to continuous improvement.
• Master technology areas such as Windows 10/11, Azure, On-Prem Active Directory, Microsoft 365, Windows Server, and basic networking.
• Handle a broad range of troubleshooting requirements, including escalations from front-line support.
• Maintain and update technical documentation, including user guides, troubleshooting steps, and system configurations.
• Assist in training or mentoring Level 1 staff.

Skills

Customer service

Communication

Troubleshooting

Technical documentation

Active listening

Tools

Windows 10/11

Azure

Active Directory

Microsoft 365

Windows Server

Networking

Job description

Acumen Technology in Nashville is seeking a Service Analyst II to bridge basic support and advanced troubleshooting. You will diagnose complex software, hardware, and network issues, work with users to provide solutions, and escalate to Level 3 when needed.

Role includes updating technical documentation, mentoring Level 1 staff, and delivering strong customer service while maintaining company values and improvements. Hybrid work environment with in-office days in Nashville.