IT Service Desk Technician

1 month ago

Springfield, United States Jencap Full time
Job DescriptionJob Description

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.

The Service Desk Technician will work a hybrid schedule from our Springfield, MO office

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.

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

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 upon the best available candidate.

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

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.

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

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