IT Service Desk Specialist II — Hybrid, VIP Support

Lincoln Financial Group; Charlotte (NC); Hybrid; USD 40,000 - 53,000; Full time

Job summary

Lincoln Financial Group in Charlotte, NC is seeking an IT Help Desk Professional to manage level 1–2 incidents, provide end-user support, and coordinate with distributed IT teams to maintain system availability. The role includes coaching peers and delivering timely resolutions for hardware and software issues.

The position offers a hybrid work arrangement with three days per week in-office, a comprehensive benefits package, and opportunities for professional development. Deadline: Sept 30, 2026.

Qualifications

• 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 plus
• ITIL Service Management experience preferable but not essential

Responsibilities

• Processes level 1 and level 2 incidents and service requests, including VIP support queue.
• Monitors ticket queue and ensures incidents are addressed within SLAs.
• Provides coaching and training to less experienced team members.
• Interacts with customers to understand needs and requirements.
• Troubleshoots and resolves tickets related to operations and end-user requests.

Skills

End user support

Microsoft systems

Active Directory knowledge

Education

High School diploma or GED

Job description

Lincoln Financial Group in Charlotte, NC is seeking an IT Help Desk Professional to manage level 1–2 incidents, provide end-user support, and coordinate with distributed IT teams to maintain system availability. The role includes coaching peers and delivering timely resolutions for hardware and software issues.

The position offers a hybrid work arrangement with three days per week in-office, a comprehensive benefits package, and opportunities for professional development. Deadline: Sept 30, 2026.