Lincoln Financial Group Svc Rep, IT Service Desk Support (Remote) in Boston, Massachusetts
Alternate Locations: Work from Home
Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration.
Relocation assistance: is not available for this opportunity.
Requisition #: 71373
The Role at a Glance
This role 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, 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.
What we’re looking for
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.
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:
A clearly defined career framework to help you successfully manage your career
Leadership development and virtual training opportunities
Competitive 401K and employee benefits (https://hrdirectdocs.lfg.com/misc/HR/Recruiting/BenefitsResourcesGuide.pdf)
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: $20.46 - $30.69
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, a Fortune 200 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.
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.
Lincoln is committed to creating a diverse and inclusive (https://www.lfg.com/public/aboutus/companyoverview/diversityinclusion?audience_page_id=1422918942386) 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.
Lincoln Financial Group is a committed corporate citizen included on major sustainability indices including the Dow Jones Sustainability Index North America and FTSE4Good. Dedicated to diversity and inclusion, we earned perfect 100 percent scores on the Corporate Equality Index and the Disability Equality Index. Follow us on Facebook (http://www.facebook.com/lincolnfinancialgroup) , Twitter (https://mobile.twitter.com/lincolnfingroup) , LinkedIn (https://www.linkedin.com/company/4307?trkInfo=tas%3Alincoln+financial%2Cidx%3A3-1-3&trk=tyah) , and Instagram (https://www.instagram.com/lincolnfingroup/) . Sign up for email alerts at http://newsroom.lfg.com
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 email@example.com if you encounter a recruiter or see a job opportunity that seems suspicious.
This position may be subject to Lincoln’s 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 Lincoln’s 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 260-455-2558.
This Employer Participates in E-Verify. See the E-Verify (https://www.e-verify.gov) notices.
Este Empleador Participa en E-Verify. Ver el E-Verify (https://www.e-verify.gov/es) 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.
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