Job description
Date: May 11, 2023
Primary Location: Radnor, PA, US
Company: Lincoln Financial
This role will remotely provide a full range of technical service and support to your designated office to include hardware, software, network and applications.
- 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, diagnose and resolve 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.
- High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
- 0 - 1+ Years of experience in direct end user and server support including Microsoft systems and support. (Required)
- 0 - 1+ Years of experience in direct end user and software/hardware support including Microsoft systems and support. (Required)
- 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.
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A clearly defined career framework to help you successfully manage your career
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Leadership development and virtual training opportunities
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PTO/parental leave
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Competitive 401K and employee benefits
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Free financial counseling, health coaching and employee assistance program
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Tuition assistance program
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A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations
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Effective productivity/technology tools and training
Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $324 billion in end-of-period account values as of June 30, 2021.
Ranked one of the Best Large Employers in America and Best Employers for Women by Forbes magazine as well as one of Newsweek’s Most Responsible Companies, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.
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