IT Support Engineer

UFG is currently hiring for an IT Support Engineer to serve as a primary technical contributor and project leader within the end-user support organization. This role provides expert-level support for endpoint systems, software, hardware, and enterprise productivity tools, and plays a key role in driving improvements across the technology ecosystem.

Engineers at this level are expected to take ownership of complex technical issues, lead or co-lead internal and cross-departmental projects, and collaborate deeply with IT Support Engineering peers, Technology Operations, and Technology Delivery teams. The IT Support Engineer is responsible for maintaining modern endpoint infrastructure, administering enterprise tooling, refining automation, and enhancing the end-user experience through both hands-on support and strategic improvements.

Essential Duties & Responsibilities:

• Lead or contribute significantly to internal and cross-functional projects focused on endpoint management, user experience, automation, and digital workplace enhancements.
• Serve as the administrator and technical owner of endpoint management platforms (e.g., Intune, Jamf Pro, ManageEngine) and other internal tooling.
• Maintain and improve OS deployment infrastructure, imaging practices, and zero-touch provisioning through scripting and configuration management.
• Automate repetitive processes via scripting (e.g., PowerShell, Bash) to improve support efficiency and consistency.
• Partner with Technology Operations and Technology Delivery teams to diagnose issues, implement new solutions, and ensure alignment with enterprise goals and initiatives.
• Lead efforts to establish or refine hardware and software standards in collaboration with management and other engineering resources.
• Resolve the most complex escalated end-user technical issues related to hardware, software, operating systems (Windows/macOS), mobile devices, and collaboration tools.
• Perform proactive analysis of support trends, identify recurring problems, and develop scalable solutions.
• Mentor and support Senior Help Desk Support Specialists, IT Support Specialists, and Senior Support Specialists through guidance, documentation, and knowledge sharing.
• Provide insight and recommendations on future-state tools, platforms, and best practices to improve service delivery.
• Participate in periodic audits, compliance activities, asset lifecycle processes, and licensing audits.
• Manage vendor relationships and engage with external support contacts for issue resolution, product implementation, and system integrations.
• Develop, update, and maintain technical documentation, SOPs, and internal knowledge base content.
• Collaborate with Infrastructure, Application Engineering, and Delivery teams to support testing and validation of new systems and applications, ensuring usability and compatibility from the end-user perspective.

Job Specifications:

Education:

• Bachelor’s degree in information technology, Computer Science, MIS, Business, or equivalent work experience in an enterprise technology environment.

Certifications/Designations:

• CompTIA A+, Network+, ITIL V4, or Microsoft Certifications.
• Commitment to continued learning through courses, certifications, and in-house training.
• Certification in UEM/MDM platforms (e.g., Intune, Jamf Pro) strongly preferred or obtained within one year of hire.

Experience:

• 5+ years of experience in enterprise IT support with progressively advanced responsibilities.
• Advanced hands-on experience with Microsoft 365, Entra (Azure AD), Exchange Online, and endpoint security tools.
• 3+ years of experience administering and supporting UEM/MDM tools like Intune, Jamf, or ManageEngine.
• Strong experience with scripting (PowerShell required; Bash preferred) to automate and optimize endpoint management.
• Familiarity with Windows Server OS, Group Policy, network printing, and endpoint configuration policies.
• Experience leading or co-leading technology projects and initiatives.

Knowledge, skills & abilities:

• Expert-level technical knowledge across desktop infrastructure, mobile device management, endpoint security, and cloud-based productivity platforms.
• Demonstrated success managing cross-functional IT projects and driving process improvement initiatives.
• Proven ability to collaborate effectively across departments and communicate clearly with both technical and non-technical stakeholders.
• Strong problem-solving skills with a mindset toward automation, documentation, and scalability.
• Excellent mentoring, documentation, and team leadership skills without requiring direct authority.
• High attention to detail and organizational awareness.

Working Conditions:

• Standard business hours in a general office environment; occasional flexibility may be needed for hardware deployments or high-priority projects and tasks.
• Ability to lift and carry up to 50 lbs as needed (e.g., monitors, printers).
• May require bending, kneeling, or crawling to access under-desk areas or network ports during equipment installation or maintenance.
• Onsite/Hybrid work as determined by business needs.
• May involve periodic travel to satellite offices, data center, or partner locations.
• Occasional on-call or after-hours work may be required during system outages, deployments, or for critical support needs.

Pay Transparency Statement:

UFG Insurance is committed to fair and equitable compensation practices. The base salary range for this position is $71,000 - $94,000 annually, which represents the typical range for new hires in this role. Individual pay within this range will be determined based on a variety of factors, including relevant experience, education, certifications, skills, internal equity, geography and market data.

In addition to base salary, UFG Insurance offers a comprehensive total rewards package that includes:

• Annual incentive compensation
• Medical, dental, vision & life insurance
• Accident, critical Illness & short-term disability insurance
• Retirement plans with employer contributions
• Generous time-off program
• Programs designed to support the employee well-being and financial security.

This pay range disclosure is provided in accordance with applicable state and local pay transparency laws.