Help Desk Analyst II

Lincoln Investment•Fort Washington, PA

6d•Hybrid

About The Position

Lincoln Investment is recognized as one of Philadelphia's Top Workplaces for fifteen years, is an independent broker dealer and registered investment advisor that offers brokerage, investment advisory and other financial services. Lincoln has about 1,000 financial professionals nationwide and we serve over 310,000 clients representing over $60 billion in assets. We are a majority family-owned financial services firm that regards our employees as integral players in our continuous growth. Lincoln Investment's success is built upon our dedication to helping people retire well and promoting a work environment that fosters success. Our financial strength and profitability are natural results of "helping people, having fun, and enjoying success." Lincoln Investment offers a competitive compensation and benefits package. Our Home Office is conveniently located in Fort Washington, PA, just outside of Philadelphia. Basic Function: The Help Desk Analyst II provides advanced technical support and serves as the primary escalation point for complex incidents impacting employees, advisors, and business operations. This role takes ownership of issues from escalation through resolution while delivering a high-touch, white-glove support experience. The Tier 2 Analyst is expected to act as a trusted advisor, proactively communicating with users, coordinating across technical teams, and ensuring an exceptional customer experience.

Requirements

3-5+ years of IT Service Desk, Desktop Support, End User Computing, or Technical Support experience.
2+ years supporting Microsoft 365 environments.
Supporting Windows devices in a corporate environment.
Working within a formal ITIL or ITSM framework.
Troubleshooting software, hardware, identity, and connectivity issues.
Utilizing knowledge bases, SOPs, and technical documentation.
Supporting remote users and distributed workforces.
Managing incidents and service requests through a ticketing platform.
Candidates should demonstrate experience in at least one of the following: Executive support, Financial services advisor support, Professional services support, Legal, healthcare, or other high-touch environments, VIP or concierge-level technology support.
Advanced Windows 10/11 troubleshooting
Microsoft 365 administration and support
Multi-Factor Authentication (MFA) support
Endpoint management (Intune, MECM/SCCM, Workspace ONE, or equivalent)
VPN and remote access troubleshooting
Mobile device support (iOS and Android)
Hardware diagnostics and repair coordination
Software installation and configuration
Printer and peripheral support
Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
Exceptional verbal and written communication
Executive presence and professionalism
Ability to support high-profile and VIP users
Strong customer service orientation
Ability to manage challenging situations calmly and professionally
Active listening skills
Ability to explain technical concepts in business-friendly language
End-to-end ownership of incidents and requests
Proactive communication and follow-up
Ability to coordinate multiple technology teams
Strong relationship-building skills
Service recovery and customer de-escalation
Ability to prioritize business impact
High sense of urgency and accountability
Incident Management
Service Request Fulfillment
Problem Identification and Trend Analysis
Root Cause Analysis
Change Management participation
Asset Management support
Process improvement and documentation
Knowledge article creation and maintenance
May sit at workstation for extended periods of time.
May lift up to 50 lbs.
Associate’s degree in Information Technology, Computer Science, Business Technology, or related field; or equivalent work experience.

Nice To Haves

5+ years supporting enterprise environments.
Supporting financial advisors, wealth management firms, broker-dealers, or financial services organizations.
Supporting hybrid and remote workforces.
Working in a white-glove, concierge, or executive support function.
Participating in Major Incident Management processes.
Coordinating cross-functional technical teams.
With device lifecycle management and hardware refresh programs.
With software deployment and endpoint automation.
Supporting conference room and collaboration technologies.
Onboarding and offboarding employees.
With asset inventory management.

Responsibilities

Serve as the escalation point for incidents requiring advanced troubleshooting.
Diagnose and resolve complex endpoint, application, identity, and infrastructure-related issues.
Support Microsoft 365, endpoint management, remote access, mobile devices, and business-critical applications.
Coordinate with Infrastructure, Security, Network, Cloud, and Application teams as required.
Deliver concierge-level support for advisors, executives, and business-critical personnel.
Take full ownership of assigned incidents through resolution.
Provide proactive updates and status communications throughout the support lifecycle.
Perform "warm hand-offs" when engaging other technical teams.
Ensure users never feel abandoned during escalations.
Support executive meetings, special events, and high-priority business initiatives as needed.
Lead technical troubleshooting efforts for complex incidents.
Perform root cause analysis for recurring issues.
Identify trends and recommend permanent corrective actions.
Participate in major incident response and restoration activities.
Provision, configure, and deploy user devices.
Support hardware lifecycle management and refresh programs.
Assist with inventory management and asset tracking.
Coordinate onboarding, offboarding, and equipment logistics.
Provide specialized support for field advisors and branch offices.
Support remote work technologies and communications tools.
Understand business workflows and advisor-specific applications.
Ensure minimal operational disruption to client-facing teams.
Create and maintain knowledge articles, SOPs, and runbooks.
Mentor Tier 1 analysts and assist with technical training.
Recommend service improvements and automation opportunities.
Participate in continual service improvement initiatives.