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Level 1 Helpdesk Engineer / Dispatch Engineer
Level 1 Helpdesk Engineer / Dispatch EngineerLincoln IT • Hicksville, NY, US
Level 1 Helpdesk Engineer / Dispatch Engineer

Level 1 Helpdesk Engineer / Dispatch Engineer

Lincoln IT • Hicksville, NY, US
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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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    Dispatch • Hicksville, NY, US