IT Support Specialist II — VIP & End-User Tech

Lincoln Financial; Charlotte (NC); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Lincoln Financial in Charlotte, NC, is seeking an IT Support Specialist to provide level 1 and 2 end-user support for desktops, laptops, phones, and mobile devices. You will troubleshoot hardware and software, respond to incidents and service requests, and ensure timely resolutions in person, by phone, or remotely.

The role involves monitoring queues, meeting SLAs, coaching junior staff, and collaborating with distributed teams on deployments and imaging using SCCM.

Responsibilities

• Processes level 1 and level 2 incidents and service requests, including a VIP support queue.
• Monitors ticket queues to meet SLAs and metrics.
• Follows standard processes and procedures.
• Provides coaching to less experienced team members.
• Participates in projects as necessary.
• Clarifies complex ideas for customers and teammates.
• Resolves incidents and requests within SLAs.
• Coordinates with geographically dispersed teams to achieve results.
• Performs deployment activity of PCs (moves, adds, changes).
• Uses PC imaging software such as SCCM to deploy, maintain and troubleshoot PCs and peripherals.

Job description

Lincoln Financial in Charlotte, NC, is seeking an IT Support Specialist to provide level 1 and 2 end-user support for desktops, laptops, phones, and mobile devices. You will troubleshoot hardware and software, respond to incidents and service requests, and ensure timely resolutions in person, by phone, or remotely.

The role involves monitoring queues, meeting SLAs, coaching junior staff, and collaborating with distributed teams on deployments and imaging using SCCM.