IT Service Desk Level 2 Administrator - On-Site

IT Service Desk Level 2 Administrator - On-Site

Red Bank, NJ

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. The common thread woven throughout our success story is our collaborative and driven team of people. Our teams are empowered and work together to find solutions. We have a passion culture – with teamwork, collaboration and a focus on growing individuals and giving them the tools & development opportunities to have a successful career.

The IT Service Desk Level 2 Administrator will be responsible for collaborating with our internal stakeholders, providing them with effective technology solutions and exemplary support. As a key point of contact for Level 2 issues/escalations, you will troubleshoot, diagnose, and resolve a wide range of hardware, software, mobile and Azure Cloud issues. Your exceptional problem‑solving abilities will ensure that our users receive timely and efficient support, allowing them to focus on their critical responsibilities.

This role will report to the SR. IT Service Delivery & Change Manager.
You will be required to be onsite 4 days a week and 1 day remote, during core business hours.
This role requires onsite support at our Red Bank, NJ office, where you will deliver technical expertise and provide top‑tier customer service.

• Receive, prioritize, and respond to incoming Level 2 Service Desk requests in accordance with established service‑level agreements (SLAs). Utilize your comprehensive knowledge of computer hardware, software, mobile, Azure Cloud, 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 users, devices, and cloud tracking events through our Zendesk global ticketing system.
• Provide technical support for IT Service Desk Level 1 Engineers.
• Collaborate closely with our user community, understand their unique needs, and deliver solutions that enhance their productivity and effectiveness.
• Provide technical and troubleshooting assistance related to MS Windows, Office 365, Azure Cloud and other desktop, server, and business applications.
• Enroll and administer thin clients using Azure virtual desktop.
• Maintain, support, and troubleshoot office telephone systems and software, audio‑visual (AV) equipment and multi‑function network printers.
• Manage Azure and on‑prem Active Directory, Azure virtual desktops, Intune, Exchange & SharePoint.
• Provide technical support and troubleshooting assistance related to the company’s critical business systems.
• 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, 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.

• Knowledge of Cloud Technologies, Microsoft Azure a plus
• Microsoft Windows Server Suite
• Microsoft Windows 10/11
• Microsoft Office 365, Tools/Applications
• Knowledge of Networking (Routers, Switches, Firewalls)
• Virtualization, Azure Virtual Desktop a plus
• Technical Certifications a Plus
• Knowledge of Insurance Industry applications, a Plus

• Bachelor’s degree in computer science, Information Systems, or other related field, or equivalent work experience preferred.
• 5 to 7 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…