IT Service Desk Engineer - TX

IT Service Desk Engineer - Houston, TX

This role is based in the Houston, TX office. The engineer will be onsite 4 days a week and remote 1 day during core business hours.

• 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, providing high‑quality end‑user support while adhering to operational and procedural measures.
• Manage user and device event tracking through the Zendesk ticketing system.
• Collaborate closely with the user community, understanding their unique needs and delivering 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 and software, audio‑visual (AV) equipment, and multifunction 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 assistance related to the company's critical business systems and onboarding activities.
• Perform on‑call duties and implement upgrades that may occur after normal business hours or on weekends as required to minimize business impact.
• Assist users in becoming and remaining compliant with 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 require working nights, off hours, or weekends as assigned.

• Bachelor's degree in computer science, Information Systems, or other 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.
• 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.
• Experience or knowledge of cloud technologies (Microsoft Azure, 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.

* 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, a 401(k) plan, and tuition reimbursement.

Jencap is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or citizenship status, sexual orientation, gender identity or expression, pregnancy, marital or familial status, disability status, medical condition, genetic information, military or veteran status, political affiliation, or any other characteristic protected by law. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard.