Acumen Technology

Service Analyst II

Acumen Technology

full-time

Posted on:

Location Type: Hybrid

Location: Nashville • Tennessee • United States

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Tech Stack

Azure

About the role

  • Acts 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, escalating 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 their 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. 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.

Requirements

  • 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.
Benefits
  • Hybrid workplace
  • 100% employer paid health insurance (medical and dental)
  • Mileage and phone reimbursement
  • Fun working environment and culture
  • 401K with company match
  • - **Acumen Technology Core Values: **
  • - Intentional Everything
  • - Deliver with Confidence & Passion
  • - I've Got Your Back
  • - Adapt & Overcome
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdiagnosingresolving software issuesresolving hardware issuesresolving network problemsWindows 10Windows 11AzureMicrosoft 365Windows Server
Soft Skills
customer servicecommunicationactive listeninginterpersonal skillsmulti-taskingadaptabilityself-motivatedmentoringtime managementattention to detail