Jencap is one of the largest wholesale intermediaries in the United States with expertise in wholesale brokerage, binding authority, and program management. Jencap has specialized divisions and affiliate companies that provide niche expertise, unparalleled market access, and nationwide influence.

The Service Desk Technician will troubleshoot, diagnose and resolve problems related to computer hardware, software, mobile devices, printers and other technology tools and products. Working in a team environment, the Service Desk Technician will provide end-user support in accordance with established operational and procedural measures and document events for reference/tracking and compliance purposes. Incidents and requests will be tracked in the ticketing system.

This role will work in our Phoenix office on a hybrid schedule

Responsibilities:

• Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs)
• Escalate complex events to appropriate individuals, as necessary
• Manage user and device event tracking through global ticketing system
• Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications
• Source computer hardware including devices, peripherals, and equipment, and coordinate approval as needed
• Receive, configure and deploy computer hardware, software, and other technology tools and products
• Enroll and administer thin clients
• 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
• 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

Requirements:

• Bachelor's Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred
• One to three 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 multi task
• 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
• Open to traveling if necessary
• HDI and ITIL Foundations Certification a plus

Want the opportunity to build something new? Have your voice be heard, your skills properly applied, and to add tangible value to an organization? You're in the right place. Expand your knowledge and stretch your experience through new and emerging risks. Jencap is dynamic, bold, tenacious and trusted in the industry.

Here, you are not just one of the many, you are one of us. We truly are better together