Sr Svc Rep, End User Operations

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Date: Oct 20, 2025

Primary Location: Radnor, PA, US

Company: Lincoln Financial

Alternate Locations: Radnor, PA (Pennsylvania)

Work Arrangement:

Hybrid : Employee will work 3 days a week in a Lincoln office

Relocation assistance: is not available for this opportunity.

Requisition #: 75299

The Role at a Glance

This position is responsible for level 3 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 specialized executive support. They troubleshoot & repair computer systems & peripheral equipment. They respond to incidents & service requests either in person, by telephone, or via remote access. Additionally, they provide timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff.

What you'll be doing

DUTIES AND RESPONSIBILITIES

Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
Meets or exceeds departmental quality and service standards.
Works overtime as needed.
Works independently delivering on routine but progressively more non-routine work, in accordance with established procedures and guidelines in a timely manner and meets deadlines appropriately.
Makes routine and progressively more non-routine decisions independently, in accordance with established procedures and guidelines.
Shares a diverse range of knowledge and information and/or enables less experienced team members to perform their assignments.
Performs a diverse range of tasks/transactions related to common programs and services by directly applying expanded knowledge obtained from the role in increasingly more complex situations.
Processes level 3 incidents and service requests, which is inclusive of a specialized Executive support queue
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
Complies with standard processes and procedures
Relies on expanded knowledge, experience and judgment to plan and accomplish goals
Provides coaching and training to less experienced team members
Participates in projects as necessary
Processes escalated tickets and investigates complex issues
Participates in audits as necessary
Assists in troubleshooting and solving complex issues
Assists with automation scripting of programs and updates
Creates and maintains desktop related documentation
Makes complex ideas or situations clear, simple, and/or understandable
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
Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion

What we’re looking for

EDUCATION AND EXPERIENCE

High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
3 - 5+ Years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required)
Excellent communication and interpersonal skills.

Application Deadline

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 tools and training

The pay range for this position is $35.87 - $47.83 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is 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 (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive 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.

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 fraudhotline@lfg.com if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

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 or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial ("Lincoln" or "the Company") 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, age, national origin or disability. Opportunities throughout Lincoln are available to employees and 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 notices.

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

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