Service Desk Engineer

Service Desk Engineer (Onsite Client Support)

Location: New York City Metro Area
Schedule: Monday-Friday | Full-Time
Department: Managed Services

About LincolnIT

LincolnIT is a leading Managed Services Provider (MSP) delivering technology solutions and white-glove IT support to organizations across healthcare, nonprofit, legal, financial, and other highly regulated industries. We are seeking a customer-focused IT professional to provide dedicated onsite support at one of our enterprise client locations while leveraging the resources and expertise of the broader LincolnIT team.

Position Overview

The Onsite Service Desk Engineer serves as the primary technology support resource for users at a client facility. This role combines hands-on desktop support, client relationship management, endpoint administration, and coordination with LincolnIT's Service Desk, Engineering, Security, and Project teams.

The ideal candidate is a proactive problem solver who enjoys working directly with users, thrives in a fast-paced environment, and delivers exceptional customer service.

Key Responsibilities

End User Support

• Provide onsite technical support for desktops, laptops, docking stations, printers, conference rooms, and peripherals.
• Troubleshoot Windows operating systems, Microsoft 365 applications, and common business software.
• Resolve hardware, software, connectivity, and user access issues.
• Support onboarding and offboarding activities, including account provisioning and device deployment.
• Assist users with password resets, MFA enrollment, and application access requests.

Endpoint & Device Management

• Configure, image, deploy, and replace endpoint devices.
• Coordinate equipment inventory, asset tracking, and lifecycle management.
• Perform workstation upgrades, equipment relocations, and hardware refresh activities.
• Maintain accurate documentation of all support activities.

Client-Facing Support

• Serve as LincolnIT's primary onsite representative.
• Build strong working relationships with client staff and leadership.
• Escalate complex issues to senior engineers while maintaining ownership through resolution.
• Communicate technical information clearly to non-technical users.

Collaboration & Operations

• Coordinate with LincolnIT Service Desk and Engineering teams on escalated issues.
• Follow established ticketing, documentation, security, and change management procedures.
• Participate in technology projects, office moves, device deployments, and infrastructure upgrades as required.
• Ensure all support activity is properly documented within the PSA/ticketing platform.

Required Qualifications

• 3+ years of Help Desk, Desktop Support, or Service Desk experience.
• Strong knowledge of:
  • Microsoft Windows 10/11
  • Microsoft 365
  • Active Directory / Entra ID
  • Exchange Online
  • Basic networking (TCP/IP, DNS, DHCP, VPN)
• Experience supporting printers, conferencing solutions, and end-user devices.
• Excellent customer service and communication skills.
• Ability to prioritize multiple requests and manage workload independently.
• Experience working within a ticket-based support environment.

Preferred Qualifications

• MSP experience strongly preferred.
• CompTIA A+, Network+, or Microsoft certifications.
• Familiarity with ConnectWise, NinjaOne, Datto RMM, or similar platforms.
• Experience with Intune, Autopilot, and endpoint management solutions.
• Understanding of cybersecurity best practices and endpoint security tools.

What We Offer

• Competitive compensation
• Medical, dental, and vision benefits
• 401(k) with company participation
• Paid time off and holidays
• Career development and certification opportunities
• Access to a highly skilled engineering and leadership team
• Opportunity to support enterprise environments while working for a growing MSP