Service Desk Engineer; Hybrid – Remote + Onsite Support

Service Desk Engineer

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.

Key responsibilities include:

• Handle incoming tickets via ticketing system, email, and phone
• Troubleshoot and resolve Level 1 issues, including user account issues, Microsoft 365, printer and peripheral issues, VPN and connectivity issues, and 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; 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, and 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 are completed, and 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, and ability to manage multiple tickets in a fast-paced MSP environment.

Required qualifications include:

• 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

Additional requirements include:

• 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

Preferred:

• 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)

What We Offer:

• 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 and onsite IT support in a dynamic client environment