Help Desk Analyst II

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., Advanced Technical Support

• 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.

White-Glove Support

• 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.

Incident & Problem Resolution

• 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.

Endpoint & Workplace Technology

• 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.

Advisor Support

• 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.

Knowledge & Process Improvement

• 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.

Typical Technologies Supported

• Microsoft 365 and Entra ID
• Intune and endpoint management platforms
• Remote access and VPN technologies
• Windows endpoints
• Mobile device management
• Virtual desktop environments
• Business and advisor applications
• Collaboration and communication tools

White-Glove Expectations In addition to technical expertise, Tier 2 analysts are expected to:

• Own escalated issues from beginning to end.
• Build trusted relationships with users and advisors.
• Proactively communicate rather than wait for users to ask for updates.
• Coordinate across multiple IT teams on behalf of the user.
• Anticipate user needs and minimize business disruption.
• Demonstrate urgency and accountability for high-impact issues.
• Deliver a premium support experience that reflects the organization's commitment to service excellence.

Professional Experience

• 3-5+ years of IT Service Desk, Desktop Support, End User Computing, or Technical Support experience.
• 2+ years supporting Microsoft 365 environments.
• Experience:
• 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.

White-Glove Experience 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

Preferred Experience

• 5+ years supporting enterprise environments.
• Experience:
• 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.

Skills

Technical Skills

• 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)

Customer Service Skills

• 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

White-Glove Service Skills

• 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

Operational Skills

• 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

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

Education: Associate's degree in Information Technology, Computer Science, Business Technology, or related field; or equivalent work experience.

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.