Senior Associate, Help Desk

THIS POSITION IS NOT ELIGIBLE FOR VISA SPONSORSHIP

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.

• 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 Service Now 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.

N/A

• Windows 11 Fluency:
  Proficiency in diagnosing common Windows 11 issues, including Taskbar/Start Menu glitches, Windows Update failures, and driver compatibility.
• Virtualization Fundamentals:
  Basic understanding of how virtual desktops differ from physical ones and troubleshooting display protocols (e.g., RDP or Blast). Provide initial troubleshooting for Omnissa Horizon connection issues, including resetting virtual desktop sessions and resolving login failures.
• Active Directory & Entra  (formerly Azure AD):
  Ability to perform standard user management tasks such as 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 One Drive) within a virtualized or “shared computer” context.

• Windows 11 Operating System, Microsoft Office 365 and MacOS
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN), IGEL experience
• Omnissa and other VDI technologies
• Power Shell, or other scripting experience is a plus

• Bachelor’s degree in Computer Science, MIS, or a related discipline or an equivalent combination of education and 3‑5 years work experience.

• Microsoft 365 Certified:
  Fundamentals (MS‑900)
• Microsoft 365 Certified:
  Endpoint Administrator Associate (MD‑102)
• CompTIA A+
• Google IT Support Professional Certificate

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 counter party (CCP) clearing and settlement services to 19 exchanges and trading…