Associate Field Service Desk Technician

2 weeks ago

Lansing, MI, United States Acrisure LLC Full time
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 19,000 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:

We're looking for a proactive Associate Field 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.

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. MDM, EUC, Voice, Email, Security, Networking, Datacenter/Cloud.
  • Manage printer and scanner setup, including troubleshooting issues with title and closing document printing.
  • Validate that each office maintains a stable connection to title production servers and shared resources.
  • Support standardization initiatives and assist with IT integration activities.
  • Participate in IT setup and technology deployment for new office openings.
  • Participate in IT-related tasks for office or campus decommissions, including secure decommissioning of hardware, data migration, and removal of network access.
  • Serve as an IT contact for site transitions, collaborating with facilities and business leadership.
  • Travel as needed to support office openings, decommissions, and system integration projects; may require occasional overnight stays.
  • 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.
  • 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 including title production software (e.g., RamQuest, SoftPro).
  • 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.

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.
  • 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
#LI-CH1

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 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 Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's 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 leaves@acrisure.com.

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.

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