Service Rep II, End User Operations

Lincoln Financial; Charlotte (NC); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Lincoln Financial in Charlotte, NC, is seeking an IT Support Specialist to provide level 1 and 2 end-user support for desktops, laptops, phones, and mobile devices. You will troubleshoot hardware and software, respond to incidents and service requests, and ensure timely resolutions in person, by phone, or remotely.

The role involves monitoring queues, meeting SLAs, coaching junior staff, and collaborating with distributed teams on deployments and imaging using SCCM.

Responsibilities

• Processes level 1 and level 2 incidents and service requests, including a VIP support queue.
• Monitors ticket queues to meet SLAs and metrics.
• Follows standard processes and procedures.
• Provides coaching to less experienced team members.
• Participates in projects as necessary.
• Clarifies complex ideas for customers and teammates.
• Resolves incidents and requests within SLAs.
• Coordinates with geographically dispersed teams to achieve results.
• Performs deployment activity of PCs (moves, adds, changes).
• Uses PC imaging software such as SCCM to deploy, maintain and troubleshoot PCs and peripherals.

Job description

Alternate Locations

Charlotte, NC (North Carolina); Greensboro, NC (North Carolina)

Work Arrangement

Hybrid : Employee will work 3 days a week in a Lincoln office

Requisition #

76518

The Role at a Glance

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.

What You’ll Be Doing

• 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