Service Analyst II

About the role

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.

Responsibilities

• Acts as a bridge between basic support and advanced troubleshooting, handling issues that Level 1 could not resolve.
• Possess deeper technical knowledge, capable of diagnosing and resolving more complex software, hardware, and network problems.
• Work directly with users to provide solutions, escalating only the most intricate cases to Level 3 support.
• Sometimes assist in training or mentoring Level 1 staff.
• Maintain and update technical documentation, including user guides, troubleshooting steps, and system configurations.
• Be the voice of Acumen Technology to clients, performing jobs with excellent customer service and communication via phone or email.
• Support core values and commit to always improving; have fun working; be serious about mastering technology.
• Work with Windows 10/11, Azure and On-Prem Active Directory, Microsoft 365, Windows Server, and basic networking as part of day‑to‑day life.
• Handle a broad range of troubleshooting requirements, including those escalated by front‑line support.
• Maintain business efficiencies through detailed documentation, time keeping, communication, and monitoring metrics.

Requirements

• Intermediate understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: 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 on your feet for extended periods of time.
• Be located in or around the Middle, TN area or willing to relocate.
• Available to work 7 AM – 4 PM on weekdays.

Benefits

• Hybrid workplace
• 100% employer‑paid health insurance (medical and dental)
• Mileage and phone reimbursement
• Fun working environment and culture
• 401K with company match

Pay

$50,000 – $64,000 annual pay depending on experience and fit

Schedule

Hybrid work model with in‑office days and remote‑work options; core hours 7 AM – 4 PM weekdays.