Level 1 Helpdesk Engineer (MSP)

📍 Hicksville, NY | Hybrid (Onsite Dispatch as Needed)
🕒 Full-Time

About Lincoln IT

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.

The Role

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.

What You’ll Do

• 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

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)

• Experience with ConnectWise, IT Glue, or similar tools is a plus

• CompTIA A+, Network+, or similar certifications preferred (or working toward)

Why Join Lincoln IT

• Competitive salary and benefits

• Hands-on experience across diverse client environments

• Clear growth path within a Managed Services organization

• Ongoing training and mentorship

• Supportive, team-oriented culture