Service Desk Engineer; Hybrid – Remote + Onsite Support

Location: Remote with required onsite coverage in Riverdale, Bronx, NY

Schedule: Full-Time | 12:00 PM – 9:00 PM EST

Department: Managed Services / Service Desk

LincolnIT is seeking a high-performing Service Desk Engineer to support our Managed Services team in a hybrid role combining remote service desk responsibilities with onsite desktop support coverage at one of our key client locations, in the Bronx.

The ideal candidate is a well-rounded IT professional who can:

• Resolve technical issues independently
• Provide high-quality customer service
• Step into support onsite operations when coverage is needed

This role serves as the primary backup for onsite IT support, ensuring continuity of service during PTO, absences, or increased demand.

• Handle incoming tickets via ticketing system, email, and phone (phone support during overflow or scheduled coverage)
• Troubleshoot and resolve Level 1 issues, including:
• User account issues (password resets, MFA, lockouts)
• Microsoft 365 (Outlook, Teams, One Drive)
• Printer and peripheral issues
• VPN and connectivity issues
• Line-of-business application support
• Accurately log, categorize, and update tickets in Connect Wise Manage
• Apply ITIL-based ticket classification (Incident, Request, Problem, Change)
• Resolve issues or escalate with complete documentation to Tier 2/3 teams
• Maintain proactive communication and set clear expectations with users

When onsite coverage is required:

• Travel to client site to provide in-person IT support
• Support walk-up users and high-touch environments
• Perform:
  • Device setup, imaging, and replacements
  • Hardware troubleshooting (laptops, desktops, med carts, kiosks)
  • Printer and peripheral support
  • Mobile device and basic connectivity support
  • Conference room / AV setup
• Provide support for end-user and resident-facing technology, including:
  • TVs, phones, mobile devices, and WiFi connectivity
  • High-touch troubleshooting in a healthcare/residential environment
  • Coordinate with remote Service Desk, Dispatch, and Escalations teams
  • Document all work in real time

• Serve as the primary backup for onsite technician coverage
• Be available to travel onsite during:
  • PTO / absences
  • Scheduled coverage gaps
  • Urgent support needs
• Maintain strong client-facing professionalism and communication

• Maintain detailed and accurate ticket documentation
• Follow all SOPs for troubleshooting, escalation, and security
• Ensure all required fields (type, subtype, time entries) are completed
• Participate in continuous improvement by identifying gaps in documentation

• Maintain strong SLA compliance
• Deliver high-quality documentation aligned with QA standards
• Demonstrate strong first contact resolution where applicable
• Ability to manage multiple tickets in a fast-paced MSP environment

• Minimum 3+ years of Helpdesk, Service Desk, or Desktop Support experience
• Strong troubleshooting skills in Windows environments
• Hands-on experience with:
  • Microsoft 365
  • Active Directory / Entra
  • Basic networking (IP, DNS, VPN)
• Experience working in a ticket-driven environment (Connect Wise preferred)
• Excellent customer service and communication skills
• Ability to work independently and manage competing priorities

• Must have reliable transportation and ability to travel to Bronx, NY
• Comfortable working a 12 PM – 9 PM EST shift
• Ability to lift and move IT equipment as needed
• Comfortable working in a client-facing, onsite environment when required

• MSP (Managed Services Provider) experience
• Experience supporting onsite environments and walk-up users
• CompTIA A+, Network+, or equivalent certifications
• ITIL Foundation (or familiarity with ITIL concepts)

• Competitive salary (aligned with experience level)
• Medical, dental, vision, and 401(k)
• Career growth into:
  • Tier 2 / Escalations
  • Field Engineering
  • Specialized technical roles
• Exposure to both:
  • Remote service desk operations
  • Onsite IT support in a dynamic client environment