Service Rep II, End User Operations

Service Rep II, End User Operations

You will be responsible for level 1 and level 2 support of end-user ecosystems, which is inclusive of, but not limited to desktops, laptops, desk phones, mobile device hardware, software, as well as associated break/fix services and VIP support. You will troubleshoot & repairs computer systems & peripheral equipment and will also respond to incidents & service requests either in person, by telephone, or via remote access.

Additionally, you will provide timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff.

Processes level 1 and level 2 incidents and service requests, which is inclusive of a specialized VIP support queue. Monitors respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs. Complies with standard processes and procedures. Relies on experience and judgment to plan and accomplish goals. Provides coaching and training to less experienced team members.

Participates in projects as necessary. Makes complex ideas or situations clear, simple, and/or understandable. Interacts closely with customers to understand their needs and/or requirements. Troubleshoots and resolves tickets related to operations and end-user requests within SLAs. Coordinates with geographically dispersed teams to achieve results. Performs deployment activity of PCs (moves, adds, changes). Effectively works with PC imaging software such as SCCM.

Provides support to deploy, maintain, and troubleshoot PCs, peripherals, and mobile devices. Analyzes, troubleshoots and repairs a wide variety of PC problems related to hardware and software. Coordinates activities with service desk, managed service providers, and other IT teams when necessary. Escalates network, application and telecommunication issues to maintain the highest level of system availability for the business. Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion.

Provides routine on-site support to users. Escalates technology problems when necessary providing a consistent model for support across the enterprise.

High School diploma or GED or minimum Associate's degree in lieu of required experience 2-3+ years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required) Active Directory knowledge a plus ITIL Service Management experience preferable but not essential Final date to receive applications Applications for this position will be accepted through September 30, 2026, subject to earlier closure due to applicant volume.

At Lincoln Financial, 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.

Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes 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 Work arrangements that work for you Effective productivity/technology tools and training

The pay range for this position is $29.05 - $38.74 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is 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.

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.