Acumen Technology

Service Analyst II

Acumen Technology

full-time

Posted on:

Location Type: Hybrid

Location: Nashville • Tennessee • United States

Visit company website

Explore more

✨ AI Apply
Apply

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