Senior Associate, Help Desk

A senior help desk associate provides advanced technical support, resolves complex issues, and often serves as an escalation point for junior staff. They have deep knowledge of hardware, software, and network systems, coupled with strong communication skills for interacting with customers, vendors, and other IT teams. Their role often extends to training, developing support processes, and project participation., To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Support & Troubleshooting: Level I & II support. Resolve intricate desktop, software, and printer problems. Manage virtual desktops by creating, updating, and deploying software to them.
• Ticket Management: Answer and document help desk calls, ensuring ServiceNow service requests are addressed promptly within the designated SLA guidelines.
• Knowledge Management: Maintain and update detailed procedures for all desktop hardware and software tasks to ensure consistency across the team.
• Trend Analysis & Prevention: Analyze support data and ticket patterns to identify recurring issues, performing root-cause analysis to “get ahead” of problems before they impact the broader organization.
• Special Projects: May be assigned to dedicated desktop support for specific departments, including application testing and new implementations
• Flexibility: Availability to travel to remote locations as needed
• Communication: Strong ability to report status on issues to management and end users along with collaborating with other departments on escalations as needed.
• Project & Staff Representation: Attend weekly meetings, provide status reports to management, and represent the help desk in project hand-offs (turnover meetings) as needed.
• Escalation Leadership: Act as the senior tier of support, guiding and resolving issues escalated by junior technicians

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• Windows 11 Fluency: Proficiency in diagnosing common Windows 11 issues, including Taskbar/Start Menu glitches, Windows Update failures, and driver compatibility.
• Virtualization Fundamentals: A basic understanding of how virtual desktops differ from physical ones, such as managing session host reconnections and troubleshooting display protocols (like RDP or Blast). Provide initial troubleshooting for Omnissa Horizon connection issues, including resetting virtual desktop sessions and resolving login failures.
• Active Directory & Entra ID (formerly Azure AD): Ability to perform standard user management tasks like password resets, unlocking accounts, and managing security group memberships in hybrid environments.
• Networking Basics: Understanding how to use command-line tools like ping, ipconfig, and tracert to identify if a connectivity issue is local or network-wide.
• Microsoft 365 Support: Experience troubleshooting the Office 365 suite (Outlook, Teams, and OneDrive) within a virtualized or “shared computer” context.

Technical Skills:

• Windows 11 Operating System, Microsoft Office 365 and MacOS
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN), IGEL experience
• Omnissa and other VDI technologies
• PowerShell, or other scripting experience is a plus, * Bachelors’ degree in Computer Science, MIS, or a related discipline or an equivalent combination of education and 3-5 years work experience.

A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness. Some of these components include:

• A hybrid work environment, up to 2 days per week of remote work
• Tuition Reimbursement to support your continued education
• Student Loan Repayment Assistance
• Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
• Generous PTO and Parental leave
• 401k Employer Match
• Competitive health benefits including medical, dental and vision, * The salary range listed for any given position is exclusive of fringe benefits and potential bonuses. If hired at OCC, your final base salary compensation will be determined by factors such as skills, experience and/or education.
• In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.
• We typically do not hire at the maximum of the range in order to allow for future and continued salary growth. We also offer a substantial benefits package as noted on www.theocc.com/careers
• All employees may be eligible for a discretionary bonus. Discretionary bonuses are based on various factors, including, but not limited to, company and individual performance and are not guaranteed.

Salary Range $66,300.00 - $97,700.00

Incentive Range 6% to 10%

This position is eligible for an annual discretionary incentive compensation award, for which the target range is listed above (see Incentive Range). The amount of such award, if any, will be based on various factors, including without limitation, both individual and company performance.

The Options Clearing Corporation (OCC) is the world’s largest equity derivatives clearing organization. Founded in 1973, OCC is dedicated to promoting stability and market integrity by delivering clearing and settlement services for options, futures and securities lending transactions. As a Systemically Important Financial Market Utility (SIFMU), OCC operates under the jurisdiction of the U.S. Securities and Exchange Commission (SEC), the U.S. Commodity Futures Trading Commission (CFTC), and the Board of Governors of the Federal Reserve System. OCC has more than 100 clearing members and provides central counterparty (CCP) clearing and settlement services to 19 exchanges and trading platforms. More information about OCC is available at www.theocc.com.