Service Analyst II
About The Position
Acumen Technology is looking for confident and passionate Service Analyst to join their team. They seek IT professionals who value client experience as much as technical knowledge and enjoy their work. Based in Nashville, TN, Acumen Technology is a leading IT Managed Services Provider specializing in financial institutions, healthcare, and other industries that prioritize security and proper IT implementation. Being part of the team includes weekly in-office lunches, company events, a comprehensive benefits package, and training in GIF-based communication. A successful Service Analyst II acts as a bridge between basic support and advanced troubleshooting, addressing issues that Level 1 support cannot resolve. This role requires deeper technical knowledge to diagnose and fix more complex software, hardware, and network problems. Service Analysts II frequently interact directly with users to provide solutions, escalating only the most intricate cases to Level 3 support. They may also assist in training or mentoring Level 1 staff and are responsible for maintaining and updating technical documentation, including user guides, troubleshooting steps, and system configurations.
Requirements
- Be located in or around the Nashville area for in-office days.
- 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.
- Must be able to be on your feet for extended periods of time.
- Be in the Middle, TN area or willing to relocate.
Responsibilities
- Act as a bridge between basic support and advanced troubleshooting, handling issues that Level 1 could not resolve.
- Possess a deeper technical knowledge, capable of diagnosing and resolving more complex software, hardware, and network problems.
- Work directly with users to provide solutions.
- Escalate only the most intricate cases to Level 3 support.
- 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 their clients, performing jobs with excellent customer service and communication whether by phone or by email.
- Support core values and commit to always improving.
- Have fun working.
- Be serious about mastering technology, including Windows 10/11, Azure and On-Prem Active Directory, Microsoft 365, Windows Server, and basic networking.
- Handle a broad range of troubleshooting requirements, including those escalated by the front line support team.
- Maintain business efficiencies through detailed documentation, time keeping, communication, and an eye on the metrics.
Benefits
- Weekly in-office lunches
- Awesome company events
- Comprehensive benefits package
- Training in the ability to hold conversations using nothing but GIFs
- 100% employer paid health insurance (medical and dental)
- Mileage and phone reimbursement
- Fun working environment and culture
- 401K with company match
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
