Service Analyst II​/III

Service Analyst Opportunity

Acumen Technology is looking for confident and passionate Service Analysts 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 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.
• Possesses a deeper technical knowledge, capable of diagnosing and resolving more complex software, hardware, and network problems.
• Works directly with users to provide solutions, escalating only the most intricate cases to Level 3 support.
• Sometimes assists in training or mentoring Level 1 staff.
• Maintains and updates technical documentation, including user guides, troubleshooting steps, and system configurations.

Responsibilities include:

• Being the voice of Acumen Technology to their clients, performing their jobs with excellent customer service and communication whether by phone or by email.
• Supporting our core values and committing to always improving.
• Having fun working.
• Being 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.
• Being ready to handle a broad range of troubleshooting requirements, including those escalated by our front line support team.
• Maintaining 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.