Help Desk Analyst I

Customer Support

• Serve as the first point of contact for all IT incidents and service requests.
• Ticket documentation, categorization, and escalation per SLA.
• Triage and resolve ticket via phone, email, chat, walk-up, and ticketing systems.
• Hardware/software troubleshooting (laptops, printers, VPN, MFA, common SaaS apps).
• Basic onboarding/offboarding support (account creation, equipment prep)
• Deliver exceptional customer service and maintain professionalism in all interactions.
• Communicate clearly and consistently with users regarding ticket status and next steps.

Incident Management

• Receive, log, categorize, and prioritize incidents and requests.
• Perform initial troubleshooting using established runbooks, SOPs, and knowledge articles.
• Resolve common issues at first contact whenever possible.
• Escalate unresolved issues to Tier 2 according to documented support procedures.
• Ensure tickets contain complete and accurate troubleshooting documentation.

Knowledge Management

• Utilize and contribute to the IT knowledge base.
• Maintain and update knowledge base articles for common issues
• Document new troubleshooting steps and common solutions.

Service Requests

• Fulfill standard service requests including:
• Password resets & account unlocks
• MFA assistance
• Software installation requests
• User access requests
• Equipment requests
• Basic Microsoft 365 support
• Follow all approval and security processes.

Typical Technologies Supported

• Microsoft 365
• Windows laptops and desktops
• Mobile devices
• Printers and peripherals
• Teams and collaboration platforms
• VPN and remote access tools
• Basic application support

Required:

• Prior Customer service experience.
• Ability to explain potentially complicated issues to users of all experience levels
• Broad knowledge of basic computer hardware, including desktops, laptops, mobile devices and peripheral equipment.
• Broad knowledge of Microsoft Office.
• General knowledge of TCP/IP networking.

Preferred:

• Prior Help Desk L1 or L2 experience
• Any experience with network administration or troubleshooting
• Experience with troubleshooting Windows operating systems.
• Broad knowledge of online collaboration and productivity tools (Office365, Slack, G Suite)
• Broad knowledge of internet browsers and settings

Skills:

• Exceptional customer service orientation.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of issues
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

Physical and Other Requirements:

• May sit at workstation for extended periods of time.
• May lift up to 50 lbs.
• Required in office 3 days a week

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.