IT Service Desk Engineer - Worcester, MA

Worcester, MA

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.

• 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 .
• 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  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.

• Experience administering Microsoft Intune, including MDM/MAM enrollment and endpoint management.
• Experience with Windows Autopilot provisioning and deployment.
• Experience administering Microsoft Azure / Entra  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.

• 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…