at Lincoln Financial Group in Dover, Delaware, United States
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 We' re excited to bring on a Service Rep, for IT Service Desk Support! In this position, you will remotely provide a full range of technical service and support to your designated office to include hardware, software, network and applications.
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.
+ Make routine and non-routine decisions under close supervision, applying limited discretion within role except for matters of significance which affect the business as a whole or a significant part of it, in accordance with established procedures/guidelines.
+ Perform remote troubleshooting by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.
+ Provide support for ongoing training of new users via the phone.
+ Escalate network, application and telecommunication issues to maintain the highest level of system availability for the business.
+ 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 Financial Group helps people to plan, protect and retire with confidence. As of Dec. 31, 2023, approximately 17 million customers trust our guidance and solutions across four core businesses – annuities, life insurance, group protection and retirement plan services. As of December 31, 2023, the company had $295 billion in end-of-period account balances, net of reinsurance. Headquartered in Radnor, Pa., Lincoln Financial Group is the marketing name for Lincoln National Corporation ( NYSE : LNC ) and its affiliates. Learn more at LincolnFinancial.com.
Lincoln is committed to creating a diverse and inclusive ( page id=******** ) 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.
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Be Aware of Fraudulent Recruiting Activities If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.
Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at if you encounter a recruiter or see a job opportunity that seems suspicious.
Additional Information This position may be subject to Lincoln's Political Contribution Policy. An
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