Service Rep II, End User Operations

Alternate Locations Charlotte, NC (North Carolina); Greensboro, NC (North Carolina) Work Arrangement Hybrid : Employee will work 3 days a week in a Lincoln office Requisition # 76518 The Role at a Glance You will be responsible for level 1 and level 2 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 VIP support. You will troubleshoot & repairs computer systems & peripheral equipment and will also respond to incidents & service requests either in person, by telephone, or via remote access. Additionally, you will provide timely resolution of incidents or escalations on behalf of end users, to appropriate technical staff. What You’ll Be Doing Processes level 1 and level 2 incidents and service requests, which is inclusive of a specialized VIP support queue. Monitors respective ticket queue and handle 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 experience and judgment to plan and accomplish goals. Provides coaching and training to less experienced team members. Participates in projects as necessary. Makes complex ideas or situations clear, simple, and/or understandable. Interacts closely with customers to understand their needs and/or requirements. Troubleshoots and resolves tickets related to operations and end-user requests within SLAs. 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 #J-18808-Ljbffr Lincoln Financial