Field Service Analyst

Acumen Technology is looking for a confident, technically capable, and customer-focused Field Service Analyst I to join our Managed Services team.

This is a client-facing technical support position designed for someone who enjoys solving problems while working directly with end users. The Field Service Analyst serves as an onsite extension of Acumen's Managed Services team, providing hands-on technical support at client locations while also supporting service requests remotely and from Acumen's office.

The role requires more than technical ability. Because Field Service Analysts regularly work within client environments, success requires strong communication, professionalism, organization, documentation, and the ability to work independently while representing Acumen.

The position follows a hybrid schedule, with a significant portion of the workweek spent at client locations in the Nashville area. Acumen's original role design anticipated approximately four onsite days per week, although specific assignments may vary based on client and operational needs.

• Serve as an onsite technical support resource for assigned Acumen clients.
• Provide direct assistance to end users with workstation, hardware, peripheral, printing, connectivity, Microsoft 365, and other common technology issues.
• Perform hands‑on troubleshooting that cannot be effectively completed remotely.
• Assist with workstation installations, replacements, moves, equipment setup, and other onsite technology needs.
• Build familiarity with assigned client environments, users, technology, and operating requirements.
• Maintain a professional presence while working independently at client locations.
• Communicate clearly with both technical and non-technical users throughout the troubleshooting process.

• Accurately document work performed, troubleshooting steps, findings, communications, and resolutions within the ticketing system.
• Maintain appropriate ticket status, classification, and assignment information.
• Record time accurately and consistently.
• Provide timely ticket updates and follow‑up communication.
• Ensure client‑facing updates are clear, professional, and appropriate for the audience.
• Recognize when work may fall outside a client's agreement or established scope and coordinate internally before proceeding.

• Document client‑specific processes, technology information, and recurring onsite activities.
• Create or contribute to knowledge documentation for responsibilities unique to the Field Service Analyst role.
• Capture knowledge learned onsite so that important client information is available to other Acumen team members rather than remaining dependent on individual employees.
• Identify missing or outdated information and communicate documentation needs to the appropriate internal resources.

• Work closely with Service Desk Analysts, Systems Administrators, Client Strategy, and other Acumen resources when an issue requires additional expertise or coordination.
• Provide clear technical details when escalating a ticket so another resource can efficiently continue troubleshooting.
• Identify issues that may require client approval, a quote, project involvement, or additional technical review rather than proceeding without authorization.
• Communicate recurring problems, aging equipment, environmental concerns, or other technical risks discovered while onsite to the appropriate Acumen team.

The successful candidate should demonstrate:

• Strong foundational troubleshooting skills across Windows operating systems, workstations, business applications, printers, peripherals, and basic networking.
• Working familiarity with Microsoft 365 and common…