IT Operations Tech II — Windows/Desktop Support

Convergys; Hickory (NC); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Employee assistance program

401(k) retirement plan

Paid time off and holidays

Paid learning days

Job summary

Convergys is seeking a Technical II, IT Operations in Hickory, NC to deliver end-user support across desktop, network, and telephony environments. The role emphasizes image builds, software deployment, hardware repairs, and ticket resolution within SLA using Remedy.

The candidate should have 5+ years in desktop support, current Windows knowledge, and relevant certifications, with an on-site work requirement and strong communication skills.

Qualifications

• 5+ years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
• CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications required.
• Bachelor’s degree/diploma in Computer Science preferred.
• Proficient in Windows 11 and related desktop technologies.
• Experience with Remedy ticketing and ITIL-based processes.

Responsibilities

• Build and support Windows workstations and laptops including image builds and patches.
• Install, configure, and support desktop applications.
• Diagnose, repair, and replace hardware.
• Manage and resolve tickets within SLAs using Remedy.
• Partner with vendor support contacts to resolve issues.
• Manage testing and failover of the business continuity plan.
• Support telephony issues and assist the telephony team as needed.
• Set up and maintain training rooms and inventory.

Skills

Windows 11

Active Directory

Desktop support

Remedy ticketing

ITIL framework

CompTIA A+/Desktop+

MCSA/MCSE or CCNA

Hardware troubleshooting

Education

Bachelor's degree in Computer Science

Tools

SCCM

BigFix

Remedy (Solv Now)

Active Directory tooling

Job description

Convergys is seeking a Technical II, IT Operations in Hickory, NC to deliver end-user support across desktop, network, and telephony environments. The role emphasizes image builds, software deployment, hardware repairs, and ticket resolution within SLA using Remedy.

The candidate should have 5+ years in desktop support, current Windows knowledge, and relevant certifications, with an on-site work requirement and strong communication skills.