Platform IT Specialist - West Platform

Job Description

Job Title: Platform IT Specialist - West Platform

Department: Information Technology

Location: Hybrid (San Jose, CA)

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. 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. 

Education/Experience:

• 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. 

Benefits & Perks:

• Competitive Compensation

• Industry Leading Healthcare

• Savings and Investments

• Charitable Giving Programs

• Offering hybrid work option           

• Opportunities for Growth

• Parental Leave

• Generous time away

Pay Details:

Annual Salary: $75,000 - $95,000

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.

Acrisure is equally committed to supporting social issues. In 2021, the Company co-founded Evolution Advisors, a joint venture focused on providing greater access and more effectively distributing insurance products and financial services to minority-owned enterprises. In its home of Grand Rapids, Acrisure provided $15 million to create the Acrisure Center for Innovation in Children’s Health at Helen DeVos Children’s Hospital.

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.