Dedicated Onsite Support Engineer

Lincoln IT • New York, NY

3d • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed