IT Service Desk Engineer - TX

The IT Service Desk Engineer will work from our Houston, TX office. You will be required to be onsite 4 days a week and 1 day remote, 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 while providing high-quality end-user support.
• Manage user and device event tracking through the Zendesk ticketing system.
• Collaborate closely with our user community to understand their needs and deliver solutions that enhance productivity and effectiveness.
• Maintain a customer‑centric approach to all interactions and foster strong relationships with users.
• 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, audio‑visual (AV) equipment, and multi‑function printers.
• Manage user, computer, and group objects within Azure and on‑premise 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 execute technical implementations/upgrades that may occur after normal business hours and on weekends as required.
• Assist users in complying 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, guidelines).
• Liaise with third parties as related to the above duties.
• The role may require working nights, off hours, or weekends as assigned.

• Bachelor’s degree in Computer Science, Information Systems, or 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 build relationships at all levels of the organization.
• Excellent written and oral communication skills.
• Ability to multitask and work under tight deadlines.
• Team mentality and ability to work effectively with diverse stakeholders.
• General understanding of how IT infrastructure supports business goals and objectives.
• Experience or knowledge of Cloud Technologies, Microsoft Azure, Microsoft Windows Server Suite, Windows 10/11, Office 365, virtualization, and Azure Virtual Desktop; technical certifications are a plus.
• Knowledge of Insurance Industry applications is a plus.
• Open to traveling if necessary.
• HDI and ITIL Foundation certifications are a plus.

• Base salary based on compensation factors such as education, experience, training, licensure, and geographic location.
• Discretionary incentive compensation possible.
• Comprehensive health‑care coverage.
• 401(k) plan.
• Tuition reimbursement.

Jencap is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, 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.