Acrisure
Service Desk Technician – Acrisure
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 – 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, enhancing the organization’s IT support services through deep technical expertise and commitment to user satisfaction.
Responsibilities
Handle higher priority tickets, VIP issues, and assigned projects.
Assist with major incidents and problems for Tier 1.5 support when needed.
Strive for top CSAT scores and exceed customer expectations.
Act as subject‑matter expert for Support Tier 1.5 (voice, email, security, networking, datacenter/cloud).
Collaborate with TechOps to diagnose and resolve outstanding issues.
Meet SLAs and follow Q&A best practices for incident resolution.
Maintain consistent high performance in ticket/task closures.
Respond promptly to AP concerns.
Educate end users on Acrisure Technology and technical topics.
Report outstanding or ongoing issues to management.
Resolve customer issues via phone, email, chat, and ticketing system.
Communicate status of trouble tickets from initial contact to follow‑ups.
Document interactions within the ticketing system.
Contribute to a growing knowledge base.
Troubleshoot, repair, maintain, install, and manage desktop, laptop, and mobile devices.
Test and modify computer software.
Perform basic troubleshooting of local and wide‑area networks, phone systems, and servers.
Escalate high‑difficulty issues to next tier of support.
Support IT projects requiring customer interaction as needed.
Requirements Education and Experience
Associate’s degree or recognized equivalent. Bachelor’s degree preferred.
Minimum three years of experience in MIS, systems, or information technology.
Microsoft and M365 certifications desired.
Computer Skills
Strong understanding of Windows desktop operating systems.
Familiarity with Active Directory, Azure AD, Microsoft Server OS, Microsoft Office versions, Exchange Server and Online.
Familiarity with M365.
Familiarity with Apple desktop OS.
Experience managing Android and iOS devices, specifically setting up and maintaining email access.
Understanding of layer 1, 2, 3 networking concepts and VPN.
Other Qualifications
Strong customer service skills and delivering excellent customer experiences.
Analytical, organized, detail oriented with strong verbal and written communication.
High level of problem‑solving skills.
Positive, team‑oriented attitude for collaboration with diverse personalities.
Candidates should be comfortable with an on‑site presence to support collaboration, team leadership, and cross‑functional partnership.
Why Join Us At Acrisure, we’re building more than a business – we’re building a community where people can grow, thrive, and make an impact. Our benefits support every dimension of your life, from health and finances to family and future. Acrisure has pledged over $22 million to community hospitals across the U.S. and is committed to making a lasting impact.
Employee Benefits
Physical Wellness: Comprehensive medical, dental, vision, life, disability insurance; fertility benefits; wellness resources; paid sick time.
Mental Wellness: Generous paid time off and holidays; Employee Assistance Program; complimentary Calm app subscription.
Financial Wellness: Immediate vesting in a 401(k) plan; HSA and FSA options; commuter benefits; employee discount programs.
Family Care: Paid maternity and paternity leave (including for adoptive parents); legal plan options; pet insurance coverage.
… and so much more!
This list is not exhaustive. Eligibility and waiting periods may apply. Benefits can vary by subsidiary and 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 leaves@acrisure.com.
California Residents:
Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.
Recruitment Fraud Notice:
Please visit here to learn more about our Recruitment Fraud Notice.
Welcome, your new opportunity awaits you.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Insurance
Referrals increase your chances of interviewing at Acrisure by 2x.
Get notified about new Service Desk Technician jobs in Grand Rapids Metropolitan Area.
#J-18808-Ljbffr
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 – 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, enhancing the organization’s IT support services through deep technical expertise and commitment to user satisfaction.
Responsibilities
Handle higher priority tickets, VIP issues, and assigned projects.
Assist with major incidents and problems for Tier 1.5 support when needed.
Strive for top CSAT scores and exceed customer expectations.
Act as subject‑matter expert for Support Tier 1.5 (voice, email, security, networking, datacenter/cloud).
Collaborate with TechOps to diagnose and resolve outstanding issues.
Meet SLAs and follow Q&A best practices for incident resolution.
Maintain consistent high performance in ticket/task closures.
Respond promptly to AP concerns.
Educate end users on Acrisure Technology and technical topics.
Report outstanding or ongoing issues to management.
Resolve customer issues via phone, email, chat, and ticketing system.
Communicate status of trouble tickets from initial contact to follow‑ups.
Document interactions within the ticketing system.
Contribute to a growing knowledge base.
Troubleshoot, repair, maintain, install, and manage desktop, laptop, and mobile devices.
Test and modify computer software.
Perform basic troubleshooting of local and wide‑area networks, phone systems, and servers.
Escalate high‑difficulty issues to next tier of support.
Support IT projects requiring customer interaction as needed.
Requirements Education and Experience
Associate’s degree or recognized equivalent. Bachelor’s degree preferred.
Minimum three years of experience in MIS, systems, or information technology.
Microsoft and M365 certifications desired.
Computer Skills
Strong understanding of Windows desktop operating systems.
Familiarity with Active Directory, Azure AD, Microsoft Server OS, Microsoft Office versions, Exchange Server and Online.
Familiarity with M365.
Familiarity with Apple desktop OS.
Experience managing Android and iOS devices, specifically setting up and maintaining email access.
Understanding of layer 1, 2, 3 networking concepts and VPN.
Other Qualifications
Strong customer service skills and delivering excellent customer experiences.
Analytical, organized, detail oriented with strong verbal and written communication.
High level of problem‑solving skills.
Positive, team‑oriented attitude for collaboration with diverse personalities.
Candidates should be comfortable with an on‑site presence to support collaboration, team leadership, and cross‑functional partnership.
Why Join Us At Acrisure, we’re building more than a business – we’re building a community where people can grow, thrive, and make an impact. Our benefits support every dimension of your life, from health and finances to family and future. Acrisure has pledged over $22 million to community hospitals across the U.S. and is committed to making a lasting impact.
Employee Benefits
Physical Wellness: Comprehensive medical, dental, vision, life, disability insurance; fertility benefits; wellness resources; paid sick time.
Mental Wellness: Generous paid time off and holidays; Employee Assistance Program; complimentary Calm app subscription.
Financial Wellness: Immediate vesting in a 401(k) plan; HSA and FSA options; commuter benefits; employee discount programs.
Family Care: Paid maternity and paternity leave (including for adoptive parents); legal plan options; pet insurance coverage.
… and so much more!
This list is not exhaustive. Eligibility and waiting periods may apply. Benefits can vary by subsidiary and 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 leaves@acrisure.com.
California Residents:
Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.
Recruitment Fraud Notice:
Please visit here to learn more about our Recruitment Fraud Notice.
Welcome, your new opportunity awaits you.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Insurance
Referrals increase your chances of interviewing at Acrisure by 2x.
Get notified about new Service Desk Technician jobs in Grand Rapids Metropolitan Area.
#J-18808-Ljbffr