Sr Svc Rep, End User Executive Support

Lincoln Financial Group-posted about 2 months ago
$36 - $48/Yr
Full-time • Mid Level
Hybrid • Radnor, PA
5,001-10,000 employees
Insurance Carriers and Related Activities
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This position is responsible for delivering high-touch support to company executives, which is inclusive of desktops, laptops, desk phones, mobile devices, and all associated software. This role ensures the reliability and efficiency of technology services through expert troubleshooting, proactive incident management, and coordination across IT functions.

  • 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.
  • Provides personalized, high-priority support to executives, ensuring optimal performance of devices, applications, and communication tools.
  • Processes escalated tickets and investigates complex issues, which is inclusive of those in a specialized Executive support queue.
  • Diagnoses and resolves complex hardware, software, and connectivity issues across PCs, peripherals, and mobile devices with urgency and discretion, minimizing downtime and disruption.
  • Assists in automation scripting for program updates and system efficiencies.
  • Performs deployment activity of PCs (moves, adds, changes).
  • Effectively works with PC imaging software such as SCCM.
  • Acts as a liaison between executives and IT teams, ensuring expectations are met and issues are resolved with minimal disruption.
  • Translates complex technical issues into clear, understandable terms for executive stakeholders.
  • Monitors ticket queues to ensure incidents and requests meet established SLAs and performance metrics.
  • Complies with standard IT processes and procedures while applying judgment and experience to accomplish goals.
  • Creates and maintains desktop-related documentation.
  • Handles sensitive information with the highest level of confidentiality and professionalism.
  • Coordinates with geographically dispersed teams to achieve results.
  • Participates in audits as necessary.
  • 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.
  • 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
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