Associate Field Service Desk Technician

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.

• 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.
• 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 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 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., Ram Quest, Soft Pro).
• 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.

• Associate's 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.

At Acrisure, we’re building more than a business,…