Service Desk Engineer – Remote, Onsite Support

LincolnIT

Service Desk Engineer supporting managed services team in hybrid role of remote and onsite support. Resolving technical issues and providing high-quality customer service in Bronx location.

Posted 6/20/2026full-timeBronx • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingMicrosoft 365Active Directorybasic networkingticket classificationdevice setuphardware troubleshootingprinter supportmobile device supportAV setup

Soft Skills

customer servicecommunicationindependent worktime managementproactive communicationexpectation managementproblem-solvingadaptabilityattention to detailinterpersonal skills