Associate, Technology

Overview

Job Title:

Associate, Technology Support

Location:

Highstreet Insurance Partners - Grand Rapids, MI

Job Type: Temporary Full-Time

Duration:
Up to 6 Months

Highstreet Insurance Partners is one of the fastest growing independent insurance brokerages in the United States. We pride ourselves on building meaningful partnerships that challenge the status quo while focusing on integrity, respect and transparency. Supporting our national network of entrepreneurs by providing them world‑class support is our number one priority. As an Associate, Technology Support, your mission will be to support the operations of the company’s technology platform, internal customer support, and ensure adherence to the security and governance processes set forth by HSIP leadership.

This role requires strong communication, technical skills and functional knowledge of IT best practices.

• Provides first line investigation and diagnosis of end‑user computing issues delivered via the Service Desk Ticketing System.
• Responds to a broad range of service requests for IT support and takes action to fulfill requests or provide resolution.
• Identifies and diagnoses issues and problems to prevent reoccurrence.
• Provides excellent customer service to problem resolution within established SLAs.
• Establishes strong working relationships with internal and external customers, ensuring customer satisfaction by responding to all service requests in a timely and professional manner.
• Contributes to the Service Desk Knowledgebase.
• Identifies problems that may be affecting the enterprise and escalates when appropriate.
• Escalates unresolved issues to a higher level of support when needed.
• Monitors issues from start to resolution.

The Information Technology department serves the entire Highstreet Insurance Partners enterprise. As such, you will be expected to provide support to all business units, team members, and operational staff.

Collaborative – understands and displays the importance of knowledge sharing within a team setting.
Work style – engages in a highly interactive, collaborative environment devoid of ego and attitude.
Problem solver – tenaciously works problems to resolution.
Timeliness – appreciates the urgency and importance of your role and the technology you support.
Self‑development – strives for continuous improvement and is open to change and critical feedback.
Innovative – committed to exploring new and innovative technology and immersing yourself in that pursuit to keep you, our team, and our organization industry leaders.
Transparency – speaks frankly and clearly about technology to non‑technical team members.

To perform this job successfully, an individual must perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor’s Degree with an emphasis on Information Technology strongly preferred.
2+ years of Service Desk experience within a complex IT environment.

• Experience with using a Service Desk Ticketing System, triaging computer‑related issues, and taking appropriate action.
• Strong experience with the Windows 10/11 operating systems.
• Experience in the creation and management of user accounts in Azure AD, Microsoft 365, and Exchange Online.
• Strong experience with Google Workspace and management of user accounts.
• Strong communication, writing, and documentation skills for contribution to the Service Desk Knowledgebase.
• Technical understanding of DNS, DHCP, AD, Print Management, Group Policy, SMTP, TCP/IP networking concepts and associated technologies.
• Exceptional communication skills while troubleshooting technical problems and escalations to provide superior customer service.
• Industry‑recognized certifications preferred.

Moderate stress due to regular deadlines and daily challenges.
High finger dexterity while typing documents and forms.
Occasionally lift up to 20 lbs.

Work is done in a temperature‑controlled, non‑smoking office. Hybrid work arrangement. Workstations are cubicles with low‑medium walls. The noise level in the work environment is usually moderate.