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. This role requires onsite support at our Houston, TX office, where you will deliver technical expertise and provide top‑tier customer service.

• 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. 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 may be required to work 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; 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 401k plan, and tuition reimbursement.

Jencap is an emerging and rapidly growing leader in the industry and as such, we approach talent acquisition as an opportunity to identify the best talent. Therefore, the level of the role and compensation may vary depending on the best available candidate.

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, as we believe that creating an environment where every employee feels included and empowered helps us to deliver the best outcome to our clients.