IT Service Desk Engineer - Worcester, MA

About this role

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.

In this Service Desk Engineer role, you will be responsible for collaborating with our internal stakeholders, providing them with effective technological solutions and exemplary support. As a key point of contact, you will troubleshoot, diagnose, and resolve a wide range of hardware, software, mobile device, and endpoint management issues. Your exceptional problem-solving abilities and customer-first mindset will ensure that our users receive timely, high-quality support while maintaining a secure, reliable, and modern endpoint environment.

Responsibilities:

• Receive, prioritize, and respond to incoming Service Desk requests in accordance with established Service Level Agreements (SLAs) and ITIL best practices.

• Deliver exceptional white-glove technical support to employees and executives while maintaining a customer-first approach and building strong relationships with the user community.

• Serve as the primary onsite owner of the endpoint environment, proactively managing device health, provisioning standards, inventory accuracy, and the overall end-user computing experience.

• Troubleshoot, diagnose, and resolve complex hardware, software, operating system, Microsoft 365, mobile device, printer, conferencing, and peripheral issues.

• Provision, configure, deploy, refresh, swap, recover, and retire Windows endpoints using Microsoft Intune, Windows Autopilot, and Azure/Entra ID.

• Manage the complete endpoint lifecycle, including imaging, enrollment, application deployment, asset tracking, inventory management, shipping logistics, equipment recovery, and hardware refreshes.

• Manage user, computer, and group objects within Azure/Entra ID in a cloud environment, including password resets, adds, moves, changes, and permissions.

• Provide technical support for the company's critical business applications and assist with employee onboarding and offboarding activities, including hardware provisioning and logistics.

• Maintain and support office telephone systems, Microsoft Teams devices, audio/visual equipment, conference room technology, and multifunction printers.

• Manage user and device activity through the Zendesk ticketing system while maintaining accurate documentation, knowledge base articles, and inventory records.

• Assist users in maintaining compliance with company IT security policies, endpoint security standards, and minimum security requirements.

• Participate in after-hours implementations, upgrades, on-call support, and occasional travel as required to minimize business disruption.

• Collaborate with internal teams, vendors, and third-party partners to resolve technical issues and continuously improve the end-user experience.

Technical Requirements

• Experience administering Microsoft Intune, including MDM/MAM enrollment and endpoint management.

• Experience with Windows Autopilot provisioning and deployment.

• Experience administering Microsoft Azure / Entra ID and Active Directory.

• Experience supporting Microsoft Windows 10/11 and Microsoft 365 Administration.

• Experience with Azure Virtual Desktop.

• Experience managing the complete endpoint lifecycle, including provisioning, deployment, refreshes, swaps, inventory management, and asset lifecycle management.

• ITIL-based service management is a plus

• Technical certifications (Microsoft, HDI, CompTIA, ITIL) preferred

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent work experience.

• Three to five years of enterprise desktop, endpoint, or Service Desk support experience.

• Self-starter who takes initiative and can work independently as the primary onsite IT resource with minimal supervision.

• Strong analytical, troubleshooting, and problem-solving skills with a solid understanding of enterprise IT infrastructure.

• Excellent customer service, relationship-building, written, and verbal communication skills, with the ability to deliver white-glove support to users at all levels of the organization.

• Ability to effectively prioritize work, multitask, meet deadlines, and balance competing priorities in a fast-paced environment.

• Strong attention to detail with a collaborative, team-oriented mindset.

• General understanding of how IT infrastructure supports business objectives.

• Willingness to participate in on-call support, occasional after-hours work, limited travel, and office-based support.

• HDI and/or ITIL Foundations certification preferred.

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 r

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