Technical II, IT Operations (TCF)

CNX•Hickory, NC

3d•$60,000 - $65,000•Onsite

About The Position

We'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.

Requirements

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.

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.