Job Title:  Service Desk Technician

Department:  Information Technology

Location:  Onsite, Hybrid (Grand Rapids, MI)

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

• Handles higher priority tickets, VIP issue, and assigned Projects
• Assist with Major Incident and Problems for Tier 1.5 support when needed
• Goes above and beyond for customer satisfaction ie. top CSAT scores for performance
• Aligns as subject matter expert for Support Tier 1.5 ie.  Voice, Email, Security, Networking, Datacenter/Cloud
• 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 AP 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.

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

Education and/or Experience:

• Associates degree or the recognized equivalent in education and experience. Bachelor’s 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.
• Familirarity 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

Benefits & Perks:

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs       
• Offering hybrid work option      
• Opportunities for Growth
• Educational Resources
• Generous time away