Service Desk Engineer (Hybrid – Remote + Onsite Support)
HybridNew York, United States or Bronx, Idaho, United States
Job Summary
Handle incoming tickets via phone, email, and the ConnectWise Manage system to resolve Level 1 issues including user account resets, Microsoft 365 support, and printer connectivity. Travel to client sites in Riverdale, Bronx, NY for onsite coverage to perform device setup, hardware troubleshooting, AV configuration, and high-touch support in healthcare and residential environments. Serve as the primary backup for onsite technician coverage during absences or urgent needs while maintaining strict SLA compliance and ITIL-based documentation standards. This hybrid role combines remote service desk operations with direct client interaction in a fast-paced MSP environment.
Required Qualifications
- Minimum 3+ years of Helpdesk, Service Desk, or Desktop Support experience
- Strong troubleshooting skills in Windows environments
- Hands-on experience with Microsoft 365
- Active Directory / Entra ID
- Basic networking (IP, DNS, VPN)
- Experience working in a ticket-driven environment
- Must have reliable transportation and ability to travel to Bronx, NY
- Comfortable working a 12 PM – 9 PM EST shift
- Ability to lift and move IT equipment as needed
- Comfortable working in a client-facing, onsite environment when required
Desired Qualifications
- MSP (Managed Services Provider) experience
- Experience supporting onsite environments and walk-up users
- CompTIA A+, Network+, or equivalent certifications
- ITIL Foundation (or familiarity with ITIL concepts)
- Experience with ConnectWise Manage
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