Svc Rep II, IT Deskside Support

Date: Mar 11, 2019

Location: Boston, MA, US

Company: Lincoln Financial

Alternate Locations: Boston, MA (Massachusetts)

Relocation assistance is not available for this opportunity.

Hiring Manager: Gina M Hill

Level: N3

Requisition #57926

About The Company

Led by over 10,000 employees  – including you –  Lincoln Financial Group provides advice and solutions that help empower people to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses.

The Role


This position will perform and deliver on routine and non-routine assignments for his/her assigned area(s) of responsibility independently in accordance with established procedures/guidelines. She/he will be responsible for providing increasingly complex on-site technical support to the organization's internal users of computer applications and hardware, including but not limited to troubleshooting the users hardware, software, and network connectivity, installing hardware, performing hardware diagnostics, and supporting the use of audio visual equipment.






  • Assists users in the setup and use of audiovisual and teleconference equipment.
  • Communicates effectively and provides customer service at every touch point to internal stakeholders and senior management, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.
  • Configures hardware and software for disaster recovery testing.
  • Creates and delivers training for all supported applications as needed. Provides training and orientation to new users.
  • Ensures the proper day-to-day operation of technology applications and equipment.
  • Escalates and owns network, application and telecommunication issues to maintain the highest level of system availability for the business.
  • Maintains equipment inventory as required at each location supported. Orders, configures, maintains and returns all leased PC equipment in a timely manner.
  • Monitors and reports on software compliance.
  • Performs installation and maintenance of desktop/laptop computer systems and associated software and peripheral devices (monitors, printer, and phone).
  • Performs Move, Add and Change activity of hardware at assigned office locations.
  • Provides mentoring/ training to less experienced team members.
  • Provides on-site support to employees or internal customers in resolving increasingly complex or escalated technology issues in a timely fashion.
  • Provides second level support for VPN connected client to site and site to site connections.
  • Resolves and escalates increasingly complex problems providing a consistent model for support across the enterprise.
  • Responds to, diagnoses and resolves problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine and non-routine problem recognition, research, isolation and resolution.
  • Supports back office servers and systems including mobile devices and OSD process for imaging of computers.
  • Troubleshoots routine and non-routine problems on devices such as desktop/laptop computers, mobile devices, and direct and network printers.





  • High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)





  • 2 - 3 Years of experience in direct end user and software/hardware support including both Microsoft and Apple (MAC) systems and support.(Required)
  • Experience in audio visual, telepresence devices, conference room A/V support





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, 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.


This Employer Participates in E-Verify. See the E-Verify notices.  


Este Empleador Participa en E-Verify. Ver el E-Verify avisos. 

Nearest Major Market: Boston

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