Svc Rep, IT Service Desk Support - Frankfort, United States - Lincoln Financial Group

Description

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 were 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.

Whats 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.

Whats 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: $ $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 Lincolns 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 Lincolns 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

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

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 Lincolns Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincolns current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (LFG) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling

This Employer Participates in E-Verify. See the E-Verify (https://www.e-) notices.

Este Empleador Participa en E-Verify. Ver el E-Verify (https://www.e-) avisos.

Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.