Technical II, IT Operations (TCF)

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

## Technical II, IT Operations (TCF)Apply: USA, Hickory, NC: Full time: Posted Today: R1761356Job Title:Technical II, IT Operations (TCF)Job DescriptionWe're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as \"World's Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Join us and be part of this journey towards greater opportunities and brighter futures. As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies. The Technical I, IT Operations Support Technician provides end user support across the organization’s desktop, network, telephony and application(s) environment, focused primarily on on-site Game-Changers. The candidate will maintain, analyze, troubleshoot and repair/ computer systems, and software, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. Will routinely exercise discretion and judgment in prioritizing tickets when competing priorities arise. The position requires excellent communication skills, attention to detail and problem-solving capabilities.**Responsibilities:** * Build and support Windows workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance using SCCM/BigFix and other tools.* Install, configure, and support all desktop applications.* Diagnose, repair, and replace hardware.* Manage and resolve tickets within prescribed SLAs using Remedy (Solv Now).* Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment.* Manage testing and failover of the business continuity plan.* Perform basic troubleshooting of phone issues and assist the telephony team as needed.* Setup and maintain training rooms.* Maintain hardware and software inventory.* Coach end users on basic software, hardware, and peripheral device operation.* Arrange and/or prepare equipment for pick-up/shipping.* Complete all assigned, mandatory training within the timeframe provided.* Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports. **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 current protocols, operating systems and standards including Windows 11.* Proven expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices.* Demonstrable experience in ticket resolution using Remedy (Solv Now) and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards.* Experience managing Active Directory at the Organization Unit level.* Flexibility to work overtime as needed.* Ability to lift up to 50 lbs.* For Onsite: #LI-Onsite ### The deadline to apply for this position is: 10/02/2026 The base salary range for this position is $60 - 65K, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.Location:USA, Hickory, NCLanguage Requirements:Time Type:Full time**Physical and Mental Requirements:**The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.**Equal Employment Opportunity:**Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.For more information regarding your EEO rights as an applicant, please visit the following websites:· English · Spanish**Accommodation:**Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process. **Artificial Intelligence:**As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role. **Work Authorization:**In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence. **For further information on available work states and Equal Employment Opportunity as an applicant, please click** **HERE**