IT Service Desk Engineer - Worcester, MA

About the Company

Jencap is one of the largest wholesale insurance intermediaries in the United States, specializing in wholesale brokerage, binding authority, and program management. Our success is driven by a collaborative and passionate team culture that empowers individuals, fosters teamwork, and provides growth opportunities. We are a dynamic, bold, and trusted leader in the industry, where every team member’s voice is heard and valued.

About the Role

In this Service Desk Engineer role, you will collaborate with internal stakeholders to provide 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. This role is based in our Worcester, MA office and requires in-office presence 4 days a week.

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.

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.

Pay

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.

Benefits

• Comprehensive health care coverage.
• 401k plan.
• Tuition reimbursement.