Svc Rep, IT Service Desk Support

4 weeks ago


Radnor, United States Lincoln Financial Full time

**Date**:May 28, 2024

**Primary Location**: Radnor, PA, US

**Company**:Lincoln Financial

**Alternate Locations**: Work from Home

**Work Arrangement**:
Remote : Work at home employee residing outside of a commutable distance to an office location.

**Relocation assistance**: is not available for this opportunity.

**Requisition #**: 73070

**The Role at a Glance**What you'll be doing**
- Serve as the first point of contact for users seeking technical assistance over the phone.
- Deliver routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
- Provide support for ongoing training of new users via the phone.
- Promptly open tickets, checks and logs all calls on support activity and resolution in the incident management system.
- Troubleshoot problems on devices such as desktop/laptop computers, direct and network printers.
- Provide tier-1 support for VPN connected client-to-site connections.
- Provide support to employees and contractors in resolving escalated technology issues in a timely fashion.
- Prioritize and manage service support requests in line with expected service level targets.
- Meeting or exceeding defined objectives and metrics (first call resolution, average call duration, average tickets per hour.)
- Respond to, diagnoses and resolves problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine problem recognition, research, isolation and resolution.
- Provide support of company-owned and personal mobile devices including iPads, iPhones, and Androids.
- Actively participate in team meetings to share knowledge and improve processes.
- Communicate effectively and provides customer service to internal customers, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs on routine work independently.

**What we’re looking for**

**_Must-haves:_**
- High School diploma or GED or minimum Associate degree in lieu of required experience.
- 0 - 1+ Years of experience in direct end user and server support including Microsoft systems and support.
- 0 - 1+ Years of experience in direct end user and software/hardware support including Microsoft systems and support.

**_Nice-to-haves:_**
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Proficiency with ITSM system.
- Solid understanding of Microsoft's and Window's desktop operating systems and registry support.
- Solid understanding of networking configuration on workstations (DNS, TCP/IP and other network concepts)
- Proficiency with Windows account management within an Active Directory environment.
- Proficiency in understanding and troubleshooting Microsoft Office Applications, OWA, and Exchange.

**What’s it like to work here?**

At Lincoln Financial Group, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

**What’s in it for YOU**:
- Clearly defined career tracks and levels to help you successfully manage your career-
- Leadership development and virtual training opportunities-
- PTO/parental leave-
- Competitive 401K and employee benefits-
- Free financial counseling, health coaching and employee assistance program-
- Tuition assistance program-
- A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations-
- Effective productivity/technology tools and training**Pay Range**: $24.79 - $31.31

Actual base pay could vary based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

**About The Company**

Lincoln is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Follow us on Facebook, X, LinkedIn, and Instagram. For the latest company news, visit our newsroom.

**Be Aware of Fraudulent Recruiting Activities**

**Additional Information



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