Service Desk Technician

Acrisure•Grand Rapids, MI

2d•Onsite

About The Position

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 eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. 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: This role addresses critical IT challenges and delivers exceptional support to end-users. Responsibilities encompass overseeing the installation, configuration, and maintenance of a wide range of IT equipment, including desktop computers, phones, and laptops. The role provides expert assistance with email, account management, and video conferencing technologies. Additionally, the role utilizes extensive knowledge to efficiently handle a variety of technical issues. It is instrumental in enhancing the organization's IT support services through deep technical expertise and commitment to user satisfaction. Works on assignments that are moderate in scope with a thorough understanding of company policies and practices. This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management

Requirements

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.
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.
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.

Responsibilities

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.

Benefits

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.

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