Service Rep II, End User Operations

Alternate Locations: Charlotte, NC (North Carolina); Greensboro, NC (North Carolina)     Work Arrangement: Hybrid : Employee will work 3 days a week in a Lincoln office   Relocation assistance:   is not available for this opportunity.   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 variety of PC problems related to hardware and software. Coordinates activities with service desk, managed service providers, and other IT teams when necessary. Escalates network, application and telecommunication issues to maintain the highest level of system availability for the business. Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion. Provides routine on-site support to users. Escalates technology problems when necessary providing a consistent model for support across the enterprise.   What we’re looking for

High School diploma or GED or minimum Associate's degree in lieu of required experience  2-3+ years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required) Active Directory knowledge a plus ITIL Service Management experience preferable but not essential Application Deadline

Applications for this position will be accepted through September 30, 2026, subject to earlier closure due to applicant volume.    What’s it like to work here? At Lincoln Financial, 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 job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

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

Work arrangements that work for you

Effective productivity/technology