Field Service Analyst

Acumen Technology is looking for a confident, technically capable, and customer-focused Field Service Analyst I to join our Managed Services team.

This is a client-facing technical support position designed for someone who enjoys solving problems while working directly with end users. The Field Service Analyst serves as an onsite extension of Acumen's Managed Services team, providing hands-on technical support at client locations while also supporting service requests remotely and from Acumen's office.

The role requires more than technical ability. Because Field Service Analysts regularly work within client environments, success requires strong communication, professionalism, organization, documentation, and the ability to work independently while representing Acumen.

The position follows a hybrid schedule, with a significant portion of the workweek spent at client locations in the Nashville area. Acumen's original role design anticipated approximately four onsite days per week, although specific assignments may vary based on client and operational needs.

What You'll Do

Onsite Client Support

- Serve as an onsite technical support resource for assigned Acumen clients.
- Provide direct assistance to end users with workstation, hardware, peripheral, printing, connectivity, Microsoft 365, and other common technology issues.
- Perform hands-on troubleshooting that cannot be effectively completed remotely.
- Assist with workstation installations, replacements, moves, equipment setup, and other onsite technology needs.
- Build familiarity with assigned client environments, users, technology, and operating requirements.
- Maintain a professional presence while working independently at client locations.
- Communicate clearly with both technical and non-technical users throughout the troubleshooting process.

Ticket & Service Management

- Accurately document work performed, troubleshooting steps, findings, communications, and resolutions within the ticketing system.
- Maintain appropriate ticket status, classification, and assignment information.
- Record time accurately and consistently.
- Provide timely ticket updates and follow-up communication.
- Ensure client-facing updates are clear, professional, and appropriate for the audience.
- Recognize when work may fall outside a client's agreement or established scope and coordinate internally before proceeding.

Client Documentation & Knowledge Management

- Document client-specific processes, technology information, and recurring onsite activities.
- Create or contribute to knowledge documentation for responsibilities unique to the Field Service Analyst role.
- Capture knowledge learned onsite so that important client information is available to other Acumen team members rather than remaining dependent on individual employees.
- Identify missing or outdated information and communicate documentation needs to the appropriate internal resources.

Collaboration & Escalation

- Work closely with Service Desk Analysts, Systems Administrators, Client Strategy, and other Acumen resources when an issue requires additional expertise or coordination.
- Provide clear technical details when escalating a ticket so another resource can efficiently continue troubleshooting.
- Identify issues that may require client approval, a quote, project involvement, or additional technical review rather than proceeding without authorization.
- Communicate recurring problems, aging equipment, environmental concerns, or other technical risks discovered while onsite to the appropriate Acumen team.

Requirements

The successful candidate should demonstrate:

- Strong foundational troubleshooting skills across Windows operating systems, workstations, business applications, printers, peripherals, and basic networking.
- Working familiarity with Microsoft 365 and common end-user Microsoft technologies.
- Ability to work independently in a client environment while knowing when additional assistance is needed.
- Excellent written and verbal communication skills.
- Strong interpersonal and customer-service skills.
- Ability to communicate technical information clearly to non-technical users.
- Strong organizational and time-management skills.
- Ability to follow established technical procedures and client-specific requirements.
- Professional judgment when determining whether a request falls within the role's technical or contractual scope.
- Dependability and willingness to take ownership of assigned work through completion or proper escalation.

Preferred Experience

- Previous experience providing IT help desk, desktop support, field support, or technical support.
- Experience providing hands-on support directly to end users.
- Experience working with Windows 10/11 and Microsoft 365.
- Experience troubleshooting printers, workstations, peripherals, and basic network connectivity.
- Experience with ticketing, documentation, or IT service-management systems.
- MSP or multi-client support experience is preferred.
- Exposure to Microsoft Azure and Microsoft Entra is beneficial.

What We're Looking For

A successful Field Service Analyst is someone who:

- Enjoys working directly with clients.
- Can walk into a client environment and professionally represent Acumen.
- Communicates throughout a service request instead of allowing the client to wonder what is happening.
- Documents what was discovered and resolved so other engineers can benefit from that knowledge.
- Notices recurring problems, outdated technology, or gaps in documentation and raises them appropriately.
- Can balance technical troubleshooting, documentation, ticket management, and client interaction.
- Takes ownership and follows through.

Work Environment

This position is based in the Nashville, Tennessee area and requires regular travel to Acumen client locations with onsite time 70% of the time.

Benefits

- Hybrid workplace
- $40,000 - 52,000 annually based on experience and fit
- 100% employer paid health insurance (medical and dental)
- Mileage and phone reimbursement
- Fun working environment and culture
- Company Matching 401k