Service Rep II, End User Operations

We need to output HTML fragment with sections only if real content. Use

for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to extract content. Given posting: Alternate Locations, Work Arrangement, Relocation assistance, Requisition #: 76518 (metadata). Then "The Role at a Glance" paragraph describing role. Then "What You'll Be Doing" list of duties (many sentences). Then "What We’re Looking For" includes education/experience requirements. Then "Application Deadline" (date). Then "What’s it like to work here?" (company culture). Then "What’s in it for you:" list of benefits. Then "The pay range for this position is $29.05 - $38.74 ..." (Pay). Then "About The Company" description. Then EEO etc (boilerplate to remove). Also fraud warning etc (remove). Additional Information etc (remove). We need to keep substantive info, remove boilerplate/legal/EEO/scam-warning, duplicated lines, application instructions. Also remove "Application Deadline"? That's maybe considered application instruction? It's a date; but it's not instruction to apply; it's a deadline. Might keep? The instruction says remove application instructions. Deadline is not instruction but could be considered metadata; but we can keep as a short p maybe. However they said fold minor metadata into a short

or drop it. So we could include deadline in a p under maybe "About the role"? Not sure. Better to include a short p with "Application deadline: September 30, 2026". But they said do NOT put Job ID/requisition numbers as headings — fold minor metadata into a short

or drop it. So we can include a p with that info. We need sections: About the role (maybe from "The Role at a Glance" paragraph). Responsibilities (from "What You'll Be Doing"). Requirements (maybe from "What We’re Looking For" includes education/experience). Qualifications maybe overlapping; but we can combine? They said prefer few substantive sections over many thin ones. Could have About the role, Responsibilities, Requirements, Benefits, Pay. Possibly also Skills? The "What We’re Looking For" includes Active Directory knowledge a plus, ITIL Service Management experience preferable but not essential. That's skills. Could put under Skills. But we can combine Requirements and Skills? Might be better to have Requirements (education/experience) and Skills (specific tech). Let's decide. We need to preserve all substantive info, not invent. So we need to include all bullet points from responsibilities list. They are currently sentences separated by periods. We need to convert to

• . Each sentence is a duty. We'll split by periods that end sentences. Need to be careful not to split abbreviations like "SLAs." but okay. Let's extract responsibilities sentences: "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 variety of PC problems related to hardware and software." "Coordinates activities with service desk, managed service providers, and other IT teams when necessary." "Escalates network, application and telecommunication issues to maintain the highest level of system availability for the business." "Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion." "Provides routine on-site support to users." "Escalates technology problems when necessary providing a consistent model for support across the enterprise." That's many. Now Requirements: "High School diploma or GED or minimum Associate's degree in lieu of required experience 2-3+ years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required)Active Directory knowledge a plusITIL Service Management experience preferable but not essential" We need to parse: Education: High School diploma or GED or minimum Associate's degree in lieu of required experience. Experience: 2-3+ years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required). Additional: Active Directory knowledge a plus. ITIL Service Management experience preferable but not essential. We could split into Requirements (education/experience) and Skills (Active Directory, ITIL). But we can also put all under Requirements. Benefits: from "What’s in it for you:" list: "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" Also maybe mention "Annual Incentive Program" etc later under pay section. But that is part of pay description. We'll keep pay section separate. Pay: "The pay range for this position is $29.05 - $38.74 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package." We need to output Pay section with that content as

  . Schedule: Not explicitly given besides Work Arrangement: Hybrid : Employee will work 3 days a week in a Lincoln office. That's schedule info. So we can create Schedule section with that. Also we have Alternate Locations: Charlotte, NC; Greensboro, NC. That's location info. Could be part of About the role or maybe a separate section? Not in headings list. Could fold into About the role p. We also have Relocation assistance: is not available for this opportunity. That's minor metadata; could fold into About the role p. We need to remove boilerplate: EEO, fraud warning, additional information, etc. Now construct HTML. We'll have:

  About the role

  ... include role description, locations, relocation, maybe deadline? We'll include location and relocation and maybe deadline. The Role at a Glance paragraph: "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." We'll put that as p. Then maybe add: "Alternate Locations: Charlotte, NC; Greensboro, NC. Work Arrangement: Hybrid (3 days per week in Lincoln office). Relocation assistance: not available. Application deadline: September 30, 2026." But schedule we will have separate section. So maybe we put location and relocation in About the role, and schedule separate. Let's decide: About the role p includes role description and maybe locations. Schedule section p includes work arrangement. Thus:

  About the role

  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.

  Alternate Locations: Charlotte, NC; Greensboro, NC. Relocation assistance is not available for this opportunity.

  Then Schedule:

  Schedule

  Hybrid work arrangement: Employee will work 3 days a week in a Lincoln office.

  Now Responsibilities:

  Responsibilities

  • 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 variety of PC problems related to hardware and software.
  • Coordinates activities with service desk, managed service providers, and other IT teams when necessary.
  • Escalates network, application and telecommunication issues to maintain the highest level of system availability for the business.
  • Provides support to employees or internal customers in resolving escalated technology issues in a timely fashion.
  • Provides routine on-site support to users.
  • Escalates technology problems when necessary providing a consistent model for support across the enterprise.
  Now Requirements:

  Requirements

  High School diploma or GED or minimum Associate's degree in lieu of required experience. 2-3+ years of experience in direct end user and software/hardware support, including Microsoft systems and support (Required).

  Now Skills:

  Skills

  • Active Directory knowledge (a plus)
  • ITIL Service Management experience (preferable but not essential)
  Now Benefits:

  Benefits

  • 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