Level 1 Helpdesk Engineer / Dispatch Engineer

Job Description

Job Description

Job Title : Level 1 Helpdesk Engineer

Location : Hicksville, NY (Hybrid – Onsite Dispatch as Needed)

Job Type : Full-Time

About Us :

Lincoln IT is a leading provider of IT solutions and managed services, proudly supporting clients across finance, legal, healthcare, and other key industries. Our team is committed to technical excellence, exceptional customer service, and delivering innovative technology solutions that drive business success.

Position Overview :

We are seeking a motivated and customer-focused Level 1 Helpdesk Engineer to join our Managed Services team. The ideal candidate will provide first-line technical support for end users, troubleshoot hardware and software issues, and perform onsite service dispatches as required. This role offers the opportunity to work across a variety of client environments, developing both technical and client relationship skills.

Key Responsibilities :

Serve as the first point of contact for end-user support requests via phone, email, or ticketing system.

Troubleshoot and resolve technical issues related to desktops, laptops, printers, networks, and applications.

Escalate complex issues to Level 2 or Level 3 engineers as needed, ensuring timely and clear communication throughout.

Perform onsite dispatch visits to client locations for hands-on troubleshooting, installations, and remediation.

Maintain detailed and accurate documentation of all support activities in the ticketing system (ConnectWise preferred).

Assist with user onboarding and offboarding, including account setup, permissions, and hardware provisioning.

Follow defined SLAs and escalation procedures to ensure high-quality service delivery.

Participate in regular team meetings and ongoing technical training sessions.

Requirements :

1–2 years of experience in a Helpdesk, Desktop Support, or similar IT support role.

Strong troubleshooting skills in Windows operating systems, Microsoft 365, and general networking concepts.

Excellent communication and customer service skills.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Reliable transportation and willingness to travel locally for onsite dispatches (travel reimbursed).

Familiarity with ConnectWise, IT Glue, or similar platforms a plus.

CompTIA A+, Network+, or other relevant certifications preferred.

What We Offer :

Competitive salary and benefits package.

Opportunities for technical training and career advancement.

Exposure to a wide range of technologies and client environments.

Supportive, collaborative team culture.

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