Provides dedicated onsite technical support for enterprise users, troubleshooting Windows, Microsoft 365, hardware, networking, printers, conferencing systems, and access issues. Manages endpoint deployment, imaging, inventory, lifecycle activities, onboarding, offboarding, and documentation. Serves as the primary client technology representative, coordinates escalations with service desk and engineering teams, supports technology projects, and delivers customer-focused assistance within ticketing, security, and change-management procedures.
Service Desk Engineer (Onsite Client Support)
Location: New York City Metro Area
Schedule: Monday-Friday | Full-Time
Department: Managed Services
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 OverviewThe 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 ResponsibilitiesEnd 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.
- 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.
- 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.
- 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.
- 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
LincolnIT New York, New York, USA Office
New York, United States
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