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Jencap · 9 hours ago

IT Service Desk Level 1

Houston, TX

Full-time

Onsite

Entry, Mid Level

2+ years exp

Jencap is one of the largest wholesale insurance intermediaries in the United States, known for its collaborative and driven team. The Service Desk Technician will provide high-quality end-user support, troubleshoot technical issues, and manage service requests while maintaining a customer-centric approach.

Financial ServicesInsuranceProfessional ServicesRisk Management

Responsibilities

Receive, prioritize, and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)

Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures

Manage user and device event tracking through Zendesk ticketing system

Collaborate closely with our user community, understand their unique needs, and deliver solutions that enhance their 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 and software, audio-visual (AV) 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 technical and troubleshooting 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 as required to minimize business impact

Assist with users becoming and remaining compliant with the company’s IT security policies and minimum standards

Participate in the creation and maintenance of enterprise operations documents (i.e., policies, standards, procedures, Knowledge base and guidelines)

Liaise with third parties as it relates to any of the above

This role maybe required to work nights, off hours or weekends as assigned

Qualification

Microsoft AzureMicrosoft Windows 10/11Microsoft Office 365ZendeskTechnical CertificationsAnalytical skillsProblem-solving skillsCommunication skillsAttention to detailTeam mentality

Required

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

Attention to detail

Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities

General understanding of how IT infrastructure supports business goals and objectives

Preferred

Bachelor's degree in computer science, Information Systems, or other related field, or equivalent work experience preferred

Experience an OR knowledge of Knowledge of Cloud Technologies, Microsoft Azure a plus, Microsoft Windows Server Suite, Microsoft Windows 10/11, Microsoft Office 365, Tools/Applications, Virtualization, Azure Virtual Desktop a plus, Technical Certifications a Plus

Knowledge of Insurance Industry applications, a Plus

Open to traveling if necessary

HDI and ITIL Foundations Certification a plus