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About the Role

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.

Responsibilities

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.
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.
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.
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.

Requirements

3+ years of Help Desk, Desktop Support, or Service Desk experience.
Strong knowledge of Microsoft Windows 10/11.
Strong knowledge of Microsoft 365.
Strong knowledge of Active Directory / Entra ID.
Strong knowledge of Exchange Online.
Strong knowledge of 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.
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.

Skills

Microsoft Windows 10/11
Microsoft 365
Active Directory / Entra ID
Exchange Online
TCP/IP
DNS
DHCP
VPN
Printer support
Conferencing solutions support
End-user device support
Customer service
Communication
Workload management
Ticket-based support
MSP
CompTIA A+
CompTIA Network+
Microsoft certifications
ConnectWise
NinjaOne
Datto RMM
Intune
Autopilot
Endpoint management solutions
Cybersecurity best practices
Endpoint security tools

Location

New York City Metro Area

Work Type

Onsite
Full-Time

Experience Level

3+ years of Help Desk, Desktop Support, or Service Desk experience

Education Level

CompTIA A+, Network+, or Microsoft certifications

Benefits

Medical, dental, and vision benefits
401(k) with company participation
Paid time off and holidays
Career development and certification opportunities

About the Company

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.