Service Desk Technician

About Acrisure

A global fintech leader Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together we connect clients with customized solutions across a range of insurance reinsurance payroll benefits cybersecurity mortgage services and more.

In the last twelve years Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership accountability and collaboration we equip our teams to work at the highest levels possible.

Job Summary:

Were looking for a proactive Service Desk Technician to manage high-priority tickets support VIP users and assist with technical projects. This role involves advanced troubleshooting across multiple systems strong collaboration and educating end users on technology tools. The ideal candidate delivers excellent customer service meets performance targets and helps improve support processes.

• Handles higher priority tickets VIP issue and assigned Projects.

• Assistwith Major Incident and Problems for Tier 1.5 support when needed.

• Goes above and beyond for customer satisfaction ie. top CSAT scores for. performance.

• Alignsas subject matter expert for SupportTier1.5 ie. MDM EUC VoiceEmailSecurityNetworking Datacenter/Cloud.

• Assist with the deployment and recovery of end user devices.

• Collaborates with TechOps to diagnosis and resolve outstanding issues.

• Effectively meets SLAs and Q&A best practices for resolving incidents.

• Consistent top performer in tickets/task closures for Support.

• Responds in a timely fashion to business concerns.

• Educates End users on Acrisure Technology.

• Reports Outstanding/Ongoing issues to Manager.

• Respond to customer issues via phone email chat and within ticketing system.

• Maintain communication and status of trouble tickets submitted by clients from initial communications to continued follow-ups.

• Ability to communicate technical details to clients of diverse technical background.

• Provide documentation based on customer interaction within ticketing system.

• Contribute to a growing knowledge base.

• Troubleshoot repair maintain install and manage desktop laptop and mobile computing devices.

• Troubleshoot test and modify computer software.

• Basic troubleshooting of local and wide-area networks phone system and servers.

• Escalate issues that are of higher difficulty to the next tier of support.

• Support IT projects that require interaction with customers as needed.

• Educate customers on technical topics and Acrisure systems.

• Identify gaps and help develop processes to mitigate it.

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management

Responsibilities:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Associates degree or the recognized equivalent in education and experience. Bachelors degree preferred.

• Minimum three years of experience in MIS systems or information technology field required.

• Microsoft and M365 certifications desired.

Computer Skills:

• Strong understanding of Windows desktop operating systems.

• Familiarity with Active Directory Azure Active Directory Microsoft Server operating systems all supported Microsoft Office versions Exchange Servers and Exchange Online.

• Familiarity with M365

• Familiarity with Apple desktop operating systems.

• Experience with managing Android and IOS devices specifically with setting up and maintaining email access.

• Demonstrate an understanding of layer 1 2 and 3 networking concepts as well as VPN.

Other Qualifications:

• Strong customer service skills and experience delivering excellent customer experiences.

• Must be analytical organized and detail oriented with good verbal and written communications skills

• Must have a high level of problem-solving skills

• A positive team-oriented attitude is necessary to deal with a large variety of personalities

Candidates should be comfortable with an on-site presence to support collaboration team leadership and cross-functional partnership.

Benefits and Perks:

• Competitive compensation

• Generous vacation policy paid holidays and paid sick time

• Medical Insurance Dental Insurance and Vision Insurance (employee-paid)

• Company-paid Short-Term and Long-Term Disability Insurance

• Company-paid Group Life insurance

• Company-paid Employee Assistance Program (EAP) and Calm App subscription

• Employee-paid Pet Insurance and optional supplemental insurance coverage

• Vested 401(k) with company match and financial wellness programs

• Flexible Spending Account (FSA) Health Savings Account (HSA) and commuter benefits options

• Paid maternity leave paid paternity leave and fertility benefits

• Career growth and learning opportunities

• and so much more!

Please note: This list is not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Offerings may vary based on subsidiary entity or geographic location.

Making a lasting impact on the communities it serves Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Childrens Hospital in Grand Rapids Michigan UPMC Childrens Hospital in Pittsburgh Pennsylvania and Blythedale Childrens Hospital in Valhalla New York.

At Acrisure we firmly believe that an inclusive workforce drives innovation creativity and ultimately our collective success.

We recruit hire employ train promote and compensate individuals based on job-related qualifications and abilities. Acrisure also has a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination.

Acrisure also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about an accommodation or need assistance with completing the application process please email

California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at your new opportunity awaits you.

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisures property and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisures Human Resources Talent Department.

should be comfortable with an on-site presence to support collaboration team leadership and cross-functional partnership.

Why Join Us:

At Acrisure were building more than a business were building a community where people can grow thrive and make an impact. Our benefits are designed to support every dimension of your life from your health and finances to your family and future.

Making a lasting impact on the communities it serves Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Childrens Hospital in Grand Rapids Michigan UPMC Childrens Hospital in Pittsburgh Pennsylvania and Blythedale Childrens Hospital in Valhalla New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks including:

• Physical Wellness: Comprehensive medical insurance dental insurance and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

• and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race color religion sex national origin disability or protected veteran status. Applicants may request reasonable accommodation by contacting .

California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.

Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.

Welcome your new opportunity awaits you.