LincolnIT

Engineer

• 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
• Travel to client site to provide in-person IT support when onsite coverage is required
• 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
• Document all work in real time

Service Desk Engineer – Remote, Onsite Support

• Support a large, enterprise‑scale managed services engagement
• Day‑to‑day operational execution across infrastructure, cloud, identity, Microsoft 365, endpoint operations, and data protection
• Operate and support VMware and AWS environments
• Provision and decommission Windows and Linux servers
• Maintain OS build standards, capacity validation, and inventory accuracy
• Support Microsoft server platforms including SQL, RDS, and VDI
• Execute monthly OS patching for Windows and Linux servers
• Administer enterprise backup and recovery platforms
• Monitor backup jobs and remediate failures
• Administer Active Directory and execute access change requests

Service Desk Engineer – Remote, Onsite Support

Senior Managed Services Engineer, L2/L3 – Overnight