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 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. 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

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) 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

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
• Ability to manage multiple tickets in a fast-paced MSP environment

Qualifications

Required

• 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
• Ability 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
• 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
• Onsite IT support in a dynamic client environment

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