Service Desk Engineer (Hybrid – Remote + Onsite Support)

Position Overview

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.

Key Responsibilities

• 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, OneDrive)
• Printer and peripheral issues
• VPN and connectivity issues
• Line-of-business application support
• 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

Onsite Support (Bronx)

• 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
• Clock in all work in real time

Onsite Coverage Responsibility

• 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

Documentation, QA & Process Compliance

• 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

Performance Expectations

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

Qualifications

• 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 ID
• Basic networking (IP, DNS, VPN)
• Experience working in a ticket-driven environment (ConnectWise preferred)
• Excellent customer service and communication skills
• Able to work independently and manage competing priorities

Additional Requirements

• Must have reliable transportation and ability to travel to Bronx, NY
• Comfortable working a 12 PM – 9 PM EST shift
• Able 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
• Onsite IT support in a dynamic client environment