Level 1 Helpdesk Engineer / Dispatch Engineer

Lincoln IT•Hicksville, NY

3d•Hybrid

About The Position

Lincoln IT is a growing Managed Services Provider supporting clients in finance, legal, healthcare, and other regulated industries. We focus on delivering reliable IT, strong client relationships, and clear career growth for our team. We’re looking for a Level 1 Helpdesk Engineer who enjoys helping people, solving problems, and building a career in IT. You’ll be the first point of contact for client support requests, working in a fast-paced MSP environment with exposure to a wide range of technologies. This role includes both remote support and occasional onsite dispatches to client locations.

Requirements

1–2 years of experience in Helpdesk, Desktop Support, or similar role
Strong working knowledge of Windows and Microsoft 365
Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
Excellent communication and customer service skills
Ability to multitask and prioritize in an MSP environment
Reliable transportation and willingness to travel locally (mileage reimbursed)

Nice To Haves

Experience with ConnectWise, IT Glue, or similar tools is a plus
CompTIA A+, Network+, or similar certifications preferred (or working toward)

Responsibilities

Serve as first-line support for end users via phone, email, and ticketing system
Troubleshoot and resolve issues with: Windows desktops and laptops Printers and peripherals Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Basic networking and connectivity issues
Escalate complex issues to Level 2/3 engineers with proper documentation
Perform onsite visits for installations, troubleshooting, and remediation
Document all work clearly in the ticketing system (ConnectWise preferred)
Assist with user onboarding/offboarding (accounts, permissions, hardware setup)
Follow SLAs and internal processes to deliver consistent support