Onboarding Specialist

Acumen Technology is looking for a curious, detail-obsessed Onboarding Specialist to be the first person our new clients work with, and the reason their support experience is good from day one.

Based out of the Music City, 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, company events, a comprehensive benefits package, and a team that genuinely backs each other up.

This is a role for someone who actually likes documentation. When a new client signs, you are the one who walks their environment, finds the undocumented server in the closet, figures out who owns the domain registrar, and writes it all down so clearly that a tech who has never touched the account can resolve a ticket at 4:45 on a Friday. Between onboardings, you'll bring that same discovery and documentation work to our Professional Services project load. If that sounds satisfying rather than tedious, keep reading.

A successful Onboarding Specialist would:

- Own discovery for every new client: networks, servers, firewalls, line-of-business applications, vendors, licensing, credentials, backups, and the dozen things nobody thought to mention.
- Produce documentation that is accurate, structured, and genuinely useful to the engineers who inherit it, not a dump of raw data.
- Ask the questions nobody else thought to ask. The gaps you find in week one are the outages we don't have in month six.
- Work independently and drive the discovery process forward without being chased for status.
- Partner closely with our technical team during tooling deployment. You won't be deploying agents or standing up the stack, but you'll make sure the people who do have everything they need and that the results get documented.
- Support Professional Services project work between onboardings, related to Microsoft 365, Entra ID, and Azure efforts.
- Be the face of Acumen Technology to their clients, performing their job with excellent customer service and communication.
- Support our core values and commit to always improving.

Beyond Onboarding:

Onboarding is the core of this role, but it isn't the whole job. Our Professional Services team runs client projects outside the scope of the managed services agreement, and you'll support that work between onboardings. That includes but not limited to, Entra ID migrations and tenant consolidations, Microsoft 365 tenant-to-tenant moves, SharePoint and Teams rollouts, email security and Exchange Online work. If you want exposure to a steady stream of M365 and other project work without being on the hook for the whole project, this is a good seat.

Onsite Expectations:

Onboarding is hands-on work, and this role does necessitate time on site. Expect to visit client locations throughout Middle Tennessee: walking server rooms and wiring closets, meeting clients face to face and verifying in person what you were told over email. The pace follows our onboarding schedule, so some weeks are heavily onsite and others are not. If you want a role that is fully remote by default, this isn't it.

Work From Home/In Office:

Acumen Technology is a hybrid workplace, and we support a work from home environment between client visits. We provide a budget for all the technology you'll need for a comfortable work from home office. We also have in-office days because we value the collaboration that allows.

Acumen's Commitment to our Employees:

We will do everything we can to aid your growth in the IT field. Wherever life takes you, we want Acumen to have helped you get there.

Acumen Technology Core Values:

- Intentional Everything
- I've Got Your Back
- Do IT Right
- Adapt & Overcome
- Deliver with Confidence & Passion

Requirements

- Strong communication skills, both written and verbal and both in-person and remote.
- 2-4 years of hands-on systems administration or equivalent experience. You need to recognize what you're looking at in a server rack or a firewall config to document it correctly.
- Working knowledge of Windows Server, Microsoft 365, virtualization, networking fundamentals, and backup/DR concepts.
- Familiarity with Entra ID (Azure AD) and the Microsoft 365 admin center. Experience supporting a tenant migration or Entra-related project is a strong plus.
- Exceptional attention to detail. Small omissions in onboarding become large problems in support.
- Demonstrated documentation skills, and an appetite for the work.
- A self-starter who is comfortable managing their own workload with minimal oversight.
- Strong interviewing and active listening skills: the ability to pull information out of client stakeholders who may not know what you need.
- Comfort working with existing MSP documentation platforms and a willingness to improve the structure, not just fill in fields.
- Valid driver's license and reliable transportation for regular client site visits.
- Preferred Certifications, such as: Microsoft Certified Identity and Access Administrator Associate (SC-300), Microsoft Certified Windows Server Administrator Associate (AZ-802), Microsoft Certified Azure Administrator Associate (AZ-104), Microsoft 365 Certified Endpoint Administrator Associate (MD-102), CompTIA Network+ or Security+, or ITIL 4 Foundation, Cisco CCNA, Fortinet NSA 2 or above.

Benefits

- $64,000 - 84,000 annually depending on fit and experience
- Hybrid workplace with onsite client work
- 100% employer paid health insurance (medical and dental)
- Mileage and phone reimbursement
- Collaborative team culture
- 401k with a maximum 4% match