Service Analyst II/III

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

Benefits offered by this job

Hybrid workplace

Employer-paid health insurance

Mileage reimbursement

401K with company match

Fun working environment

Job summary

Acumen Technology, based in Nashville, TN, is seeking a confident and passionate Service Analyst II to bridge basic support and advanced troubleshooting. You’ll diagnose software, hardware, and network issues while guiding end users with excellent service and clear communication.

The role emphasizes hands-on learning, documentation, and collaboration within a hybrid work setup that includes in-office days and work-from-home days.

Qualifications

• Hybrid work arrangement with Nashville-area residency preferred.
• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Strong communication and customer-care skills; ability to multi-task.

Responsibilities

• Bridge between Level 1 and Level 3 support; handle unresolved Level 1 issues.
• Diagnose and resolve complex software, hardware, and network problems.
• Work directly with users to provide solutions; escalate only the most intricate cases to Level 3.
• Mentor and train Level 1 staff; maintain and update technical documentation.

Skills

Customer service

Communication

Active listening

Telephony

Typing skills

Documentation

Multi-tasking

Technical awareness

Problem diagnosis

Tools

Windows 10/11

Azure

On-Prem Active Directory

Microsoft 365

Windows Server

Networking basics

Job description

Acumen Technology is looking for confident and passionate Service Analyst to join our team. We want IT professionals that understand that the client's experience is as important as knowing the right buttons to press, and that you can have fun while you work.

Based out of the Music City, Nashville, TN, Acumen Technology is a leading IT Managed Services Provider focusing on financial institutions, healthcare, and other industries that are serious about security and doing IT right. Being a member of our team means weekly in-office lunches, awesome company events, a comprehensive benefits package, and, most importantly, training in the ability to hold conversations using nothing but GIFs.

A successful Service Analyst II - Acts as a bridge between basic support and advanced troubleshooting, handling issues that Level 1 could not resolve. They possess a deeper technical knowledge, capable of diagnosing and resolving more complex software, hardware, and network problems. This role often involves working directly with users to provide solutions, escalating only the most intricate cases to Level 3 support. They sometimes assist in training or mentoring Level 1 staff. They maintain and update technical documentation, including user guides, troubleshooting steps, and system configurations.

• Be the voice of Acumen Technology to their clients, performing their jobs with excellent customer service and communication whether by phone or by email.
• Support our core values and commit to always improving.
• Have fun working.
• Be serious about mastering technology. Areas like Windows 10/11, Azure and On-Prem Active Directory, Microsoft 365, Windows Server, and basic networking will be part of the day to day life.
• Be ready to handle a broad range of troubleshooting requirements, including those escalated by our front line support team.
• Maintain business efficiencies through detailed documentation, time keeping, communication, and an eye on the metrics.

Work From Home/In Office:

Acumen Technology is a hybrid workplace, and we support a work from home environment some days. We provide all the technology you'll need for a comfortable work from home office. We also have in-office days because we love the collaboration and comradery that comes from group interaction.

Acumen's Commitment to our Employees:

We will do everything we can to aid your growth in the IT field, while having fun along the way. Wherever life takes you, we want Acumen to have helped you get there.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• We are a hybrid work environment. Applicants should be located in or around the Nashville area for those days that we are in the office
• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, 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, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment..
• Must be able to lift up to 50 pounds and be able to be on your feet for extended periods of time
• Be in the Middle, TN area or willing to relocate.
• Be available to work 7AM - 4PM on weekdays.

• Hybrid workplace
• 100% employer paid health insurance (medical and dental)
• Mileage and phone reimbursement
• Fun working environment and culture
• 401K with company match
• $50,000 - 64,000 annual pay depending on experience and fit

Acumen Technology Core Values:

• Intentional Everything
• Deliver with Confidence & Passion
• I've Got Your Back
• Adapt & Overcome