Svc Rep I, End User Operations

Date: Sep 30, 2021

Location: Fort Wayne, IN, US

Company: Lincoln Financial

Alternate Locations: Fort Wayne, IN (Indiana)


Work Arrangement: In Office


Relocation assistance is not available for this opportunity.


Level: N2-2 


Requisition #: 67014


About The Company

Lincoln Financial Group, a Fortune 250 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 $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, 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.


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 if you encounter a recruiter or see a job opportunity that seems suspicious.




General Purpose of Job

This position is responsible for the 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. S/he troubleshoots and repairs computer systems and peripheral equipment. S/he responds to incidents and service requests either in person, by telephone, or via remote access. Additionally, s/he provides timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff.

Duties and Responsibilities

Analyzes, troubleshoots and repairs a wide variety of PC problems related to hardware and software
Complies with standard processes and procedures
Coordinates activities with service desk, managed service providers, and other IT teams when necessary
Coordinates with geographically dispersed teams to achieve results
Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.
Effectively works with PC imaging software such as SCCM
Escalates network, application and telecommunication issues to maintain the highest level of system availability for the business
Escalates technology problems when necessary providing a consistent model for support across the enterprise
Interacts closely with customers to understand their needs and / or requirements
Makes routine & 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
Meets or exceeds departmental quality and service standards.
Monitors their respective ticket queue and handles tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
Performs deployment activity of PCs (moves, adds, changes)
Performs task by applying core knowledge obtained from the role and acquires increasingly more knowledge to apply in the role.
Processes level 1 incidents and service requests
Provides routine on-site support to users
Provides support to deploy, maintain, and troubleshoot PCs, peripherals, and mobile devices
Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion
Relies on experience and judgment to plan and accomplish goals
Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Troubleshoots and resolves tickets related to operations and end-user requests within SLAs
Works overtime as needed.

Additional Position Responsibilities

Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes
Performs other duties as required.
Remains current in profession and industry trends.

Other Skills and Abilities




0 - 1+ Years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required )


Work Arrangement:

In Office : Employees will work in a Lincoln office in a designated workspace. Remote flexibility is considered/granted by managers on an ad-hoc basis, for special circumstances.  



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.  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.




Nearest Major Market: Fort Wayne

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