IT Service Desk Level 1

Why Jencap?

We are one of the largest wholesale insurance intermediaries in the United States with expertise in wholesale brokerage, binding authority, and program management. Our teams are empowered, collaborate, and focus on growing individuals by providing the tools and development opportunities for a successful career.

Our corporate operations and service teams support our staff in their commitment to achievement and exceed the expectations of our agency partners. The goal of corporate functions is to provide the infrastructure, expertise, and services that enable our business to thrive while contributing to the overall success, efficiency, and sustainability of the organization.

Location:

Houston, TX office.

• Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs).
• Utilize comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues while adhering to operational and procedural measures.
• Manage user and device event tracking through the Zendesk ticketing system.
• Collaborate closely with the user community, understand their unique needs, and deliver solutions that enhance productivity and effectiveness.
• Maintain a customer-centric approach to all interactions and foster strong relationships with the user community.
• Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications.
• Enroll and administer thin clients using Azure Virtual Desktop.
• Maintain and support office telephone systems, software, audio-visual equipment, and multi-function printers.
• Manage user/computer/group objects within Azure and on-prem Active Directory (e.g., password resets, adds/moves/changes, folder/share permissions).
• Provide limited assistance related to the company’s critical business systems and on-boarding activities.
• Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends to minimize business impact.
• Assist users in becoming and remaining compliant with the company’s IT security policies and minimum standards.
• Participate in the creation and maintenance of enterprise operations documents (policies, standards, procedures, knowledge base, and guidelines).
• Liaise with third parties as it relates to any of the above.
• This role may be required to work nights, off hours, or weekends as assigned.

• Bachelor’s degree in computer science, information systems, or a related field, or equivalent work experience preferred.
• 2 to 5 years of relevant experience.
• Self-starter who takes initiative and requires minimal supervision.
• Strong analytical and problem-solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment.
• Customer focused with the ability to communicate and develop relationships with all levels of the organization.
• Excellent written and oral communication skills.
• Ability to multitask.
• Team mentality and the ability to work effectively with diverse stakeholders.
• Ability to accomplish tasks by established deadlines and use time efficiently to balance competing demands and priorities.
• General understanding of how IT infrastructure supports business goals and objectives.
• Experience or knowledge of cloud technologies, Microsoft Azure, Microsoft Windows Server Suite, Microsoft Windows 10/11, Microsoft Office 365, virtualization, Azure Virtual Desktop, and technical certifications a plus.
• Knowledge of insurance industry applications a plus.
• Open to traveling if necessary.
• HDI and ITIL Foundations Certification a plus.

The base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors. Discretionary incentive compensation may be awarded. Jencap also offers a range of benefits and programs, based on eligibility, which currently include but are not limited to comprehensive health care coverage,…