Platform IT Specialist - West Platform

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 eleven years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

The Platform IT Specialist reports to the Platform IT Manager and is part of the Platform Support Team. Primary responsibilities include maintaining platform specific knowledge, actively supporting platform projects, supporting the IT Service Desk team with ticket escalations, triage, and overflow.  Will also support the onboarding process and working onsite at office locations to support facilities/hardware and end users. 

This role will act as an IT subject matter expert within the platform, so it is important that they understand the business processes, applications, and priorities. Relationships will also need to be established with other key process owners, such as the Enterprise Applications platform team, platform HR and business-related people managers. 

What is a Platform? A platform is the combination of multiple partners into one larger operation. The west region consists of three platforms, Northwest, West, and Southwest. The West platform consists of over 75 partners and over 850 users.

Responsibilities:

• 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 the ticketing system. 

• Contribute to a growing knowledge base. 

• Deploy, 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. 

• Workstation replacement efforts. 

• Regular review of local infrastructure items. 

• On-site visits to partners.

• Move of infrastructure from site to site. 

• Local inventory and asset management. 

• Responsible for new employee technology deployment. 

• Maintain IT vendors leveraged at the platform. 

• Printer administration. 

• A/V Conference Room administration. 

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

Requirements

• 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. 

• Able to travel regularly, both driving day trips and longer overnight travel. 

• Knowledge of the insurance agency business or able to quickly learn. 

• Proactive self-starter and able to self-manage. 

• Associate 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. 

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Benefits and Perks:

• Competitive compensation

• Flexible vacation policy and paid holidays, plus paid sick time off

• Medical Insurance, Dental Insurance, Vision Insurance, Disability insurance (short-term and long-term), Pet Insurance

• Employee-paid supplemental insurance options

• Company-paid group life insurance

• Employee Assistance Program (EAP) and Calm App subscription

• Vested 401(k) with company match and financial wellness programs

• FSA, HSA and commuter benefits options

• Paid maternity leave, paid paternity leave, and fertility benefits

• Career growth and learning

• …and so much more!

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations

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.

​Welcome, your new opportunity awaits you.

#LI-RM1

Pay Details:

Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status.  California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.