Associate Service Desk Technician

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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:

Acrisure is seeking an Associate Service Desk Specialist to join our IT Service Desk team. This role delivers elevated technical support for end user technology while developing deeper expertise across assigned platforms and tools. The Associate independently evaluates and resolves moderately complex issues, exercises judgment in determining next steps, and supports service delivery improvements.

This position operates beyond routine ticket resolution by prioritizing work based on business impact, contributing to knowledge and documentation, and partnering with senior team members and other IT functions. The Associate Service Desk Specialist demonstrates growing autonomy, technical judgment, and accountability for outcomes.

Key Responsibilities:

- Independently diagnose and resolve moderate to complex end user issues, applying sound judgment to determine appropriate solutions or escalation paths.
- Serve as a developing Tier 1.25–1.5 resource within assigned technical domains (e.g., End User Computing, Collaboration Tools, Identity & Access, Email, Voice, Onboarding).
- Provide timely, professional support for standard and elevated requests while maintaining a strong customer experience.
- Escalate nonstandard, recurring, or high risk issues with clear documentation and analysis to appropriate IT partners.
- Partner with Service Desk Specialists, Senior Service Desk Specialists, TechOps, and other IT teams to support incident resolution and service continuity.
- Contribute to incident, problem, and major incident for service improvement efforts, including participation in root cause discussions as appropriate.
- Maintain clear, proactive communication with end users regarding issue status and expected resolution timelines.
- Create, update, and follow technical documentation, SOPs, and knowledge base articles.
- Demonstrate ownership of assigned work, consistently meeting service levels, quality assurance, and customer satisfaction expectations.
- Identify opportunities to improve Service Desk processes, workflows, or user support experience

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

Requirements

- 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.

Preferred 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

Education and Experience:

- Associates degree or the recognized equivalent in education and experience. Bachelor’s degree preferred.

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 [email protected] .

Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.

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.