Acrisure · 1 day ago
Service Desk Technician
Grand Rapids Metro
Full-time
Onsite
Mid Level
3+ years expAcrisure is a global fintech leader that empowers businesses with innovative solutions. The Service Desk Technician role focuses on delivering exceptional IT support to end-users, managing IT equipment, and resolving technical issues while enhancing the organization's IT services.
Financial ServicesInsuranceInsurTech
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
Qualification
Required
Associates degree or the recognized equivalent in education and experience
Minimum three years of experience in MIS, systems or information technology field required
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
Preferred
Bachelor's degree preferred
Microsoft and M365 certifications desired
Benefits
Comprehensive medical insurance
Dental insurance
Vision insurance
Life and disability insurance
Fertility benefits
Wellness resources
Paid sick time
Generous paid time off and holidays
Employee Assistance Program (EAP)
A complimentary Calm app subscription
Immediate vesting in a 401(k) plan
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Commuter benefits
Employee discount programs
Paid maternity leave
Paid paternity leave (including for adoptive parents)
Legal plan options
Pet insurance coverage
Company
Acrisure
Acrisure offers financial services solutions for insurance, reinsurance, real estate, cyber services, and asset and wealth management.
10001+ employees
H1B Sponsorship
Acrisure has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
$11.37BKey Investors
Bain Capital Special SituationsAbu Dhabi Investment AuthorityBDT & MSD Partners
2025-06-06Debt Financing· $550M
2025-05-20Private Equity· $2.1B
2024-06-05Debt Financing· $1.6B
Leadership Team
Greg Williams
Co-Founder, Chairman & CEO
Mark Wassersug
Chief Technology Officer
Recent News
Company data provided by crunchbase