IT Service Desk Technician

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. 

 

Jencap Partners is comprised of our corporate operations and service teams who support our staff in their commitment to achieve greatness and exceed the expectations of our agency partners. The goal of corporate functions is to provide the necessary infrastructure, expertise, and services that enable our business to thrive, while also contributing to the overall success, efficiency, and sustainability of the organization. We act as partners, aligning support strategies to achieve Jencap’s broader objectives. 

In this role, you will be responsible for collaborating with our internal stakeholders, providing them with effective technology solutions and exemplary support. As a key point of contact, you will troubleshoot, diagnose, and resolve a wide range of hardware, software, and mobile device issues. Your exceptional problem-solving abilities will ensure that our users receive timely and efficient support, allowing them to focus on their critical responsibilities.

The Service Desk Technician will work from our Atlanta office

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

Requirements: 

• Knowledge of Cloud Technologies, Microsoft Azure a plus
• Microsoft Windows Server Suite
• Microsoft Windows 10/11
• Microsoft Office 365, Tools/Applicati