Service Desk Engineer (Hybrid – Remote + Onsite Support)

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:

Step into support onsite operations when coverage is needed

Responsibilities

• Managed Services / Service Desk
• Resolve technical issues independently
• Provide high-quality customer service
• This role serves as the primary backup for onsite IT support, ensuring continuity of service during PTO, absences, or increased demand.
• Service Desk / Remote Support
• 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

• Accurately log, categorize, and update tickets in ConnectWise 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
• Onsite Support (Bronx)
• Support walk-up users and high-touch environments
• 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
• Onsite Coverage Responsibility
• Serve as the primary backup for onsite technician coverage
• 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

Requirements

• 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
• 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
• Ability to work independently and manage competing priorities
• Must have reliable transportation and ability to travel to Bronx, NY

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)

Benefits

• PTO / absences
• Scheduled coverage gaps
• Medical, dental, vision, and 401(k)
• Remote service desk operations
• Onsite IT support in a dynamic client environment

Location

Remote with required onsite coverage in Riverdale, Bronx, NY

Schedule

Full-Time | 12:00 PM – 9:00 PM EST

When onsite coverage is required

Travel to client site to provide in-person IT support

Additional Requirements

• 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

Career growth into

• Tier 2 / Escalations
• Field Engineering