IT Service Analyst II – Hybrid Support & Customer Care

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 and phone reimbursement

Fun working environment and culture

401K with company match

Job summary

Acumen Technology in Nashville, TN seeks a Service Analyst II to bridge basic support and advanced troubleshooting. You will diagnose software, hardware, and network issues, working directly with users to provide effective solutions.

The role emphasizes strong customer service, documentation, and collaboration with Level 1/3 teams. Hybrid work arrangement with in-office days and in-home support are provided.

Qualifications

• Hybrid work requirement; Nashville area preferred.
• Intermediate understanding of OS, business apps, printing systems, and network systems.
• Strong customer-service focus and communication abilities.
• Ability to multi-task and adapt quickly; proactive support mindset.

Responsibilities

• Be the voice of Acumen Technology to clients via phone or email with excellent service.
• Support core values and commit to continuous improvement.
• Master technology areas like Windows, Azure, Active Directory, Microsoft 365, and networking.
• Handle a broad range of troubleshooting, escalating complex issues as needed.
• Maintain and update technical documentation and user guides.

Skills

Interpersonal skills

Communication skills

Typing skills

Multi-tasking

Self-motivated

Relocation willingness

Tools

Windows 10/11

Azure

Active Directory

Microsoft 365

Windows Server

Job description

Acumen Technology in Nashville, TN seeks a Service Analyst II to bridge basic support and advanced troubleshooting. You will diagnose software, hardware, and network issues, working directly with users to provide effective solutions.

The role emphasizes strong customer service, documentation, and collaboration with Level 1/3 teams. Hybrid work arrangement with in-office days and in-home support are provided.