Service Rep II, End User Operations

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

Be Aware of Fraudulent Recruiting Activities: Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

Select how often (in days) to receive an alert:

Alternate Locations: Charlotte, NC (North Carolina); Greensboro, NC (North Carolina)

Work Arrangement:

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

Relocation assistance:is not available for this opportunity.

Requisition #:76518

The Role at a Glance

What you'll be doing

• 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.
  

What we’re looking for

• 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

Application Deadline

Applications for this position will be accepted through September 30, 2026, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values andleadership attributes
• Leadership development and virtual training opportunities
• Free financial counseling, health coaching and employee assistance program
• Tuition assistance program
• Work arrangements that work for you
• Effective productivity/technology tools and training

The pay range for this position is$29.05 - $38.74with 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.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Be Aware of Fraudulent Recruiting Activities

Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at [e-mail] if you encounter a recruiter or see a job opportunity that seems suspicious.

Additional Information

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.

Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling [phone].

This Employer Participates in E-Verify. See the E-Verify notices.