Associate Service Desk Specialist

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.

Acrisure is seeking an Associate Service Desk Specialist to join our team in Grand Rapids. 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.

• 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 (top CSAT scores for performance)
• Aligns as subject matter expert for Support Tier 1.5 (voice, email, security, networking, datacenter/cloud)
• Collaborates with Tech Ops to diagnose 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
• Responds to customer issues via phone, email, chat, and within ticketing system
• Maintains communication and status of trouble tickets submitted by clients from initial communications to continued follow‑ups
• Communicates technical details to clients of diverse technical background
• Provides documentation based on customer interaction within ticketing system
• Contributes to a growing knowledge base
• Troubleshoots, repairs, maintains, installs, and manages desktop, laptop, and mobile computing devices
• Troubleshoots, tests, and modifies computer software
• Basic troubleshooting of local and wide‑area networks, phone system, and servers
• Escalates issues that are of higher difficulty to the next tier of support
• Supports IT projects that require interaction with customers as needed
• Educates customers on technical topics and Acrisure systems

• 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
• Demonstrates 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 communication 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

• Associate’s degree or the recognized equivalent in education and experience;
  Bachelor’s degree preferred

Candidates should be…