Senior Associate, Help Desk

_ To be considered for this position, applications and resumes are accepted only through our careers site by directly applying to the posted job. We do not accept unsolicited resumes or sales solicitations from staffing agencies. Any OCC employee wishing to submit a referral must do so through their Workday account. Any resume submitted outside of an active job posting will not be considered for employment.

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What You'll do

A senior help desk associate provides advanced technical support to OCC's employee user base, resolves both simple and complex issues for users, and serves as an escalation point/mentor 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, writing job aids/how to's, and project participation.

Primary Duties and Responsibilities

• Support & Troubleshooting:
  Level I & II support. Resolve intricate desktop, software, and printer problems. Manage virtual desktops and laptops by deploying and updating software on 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

Supervisory Responsibilities

• N/A

Qualifications

• Windows 11 Fluency:
  Proficiency in diagnosing and resolving common Windows 11 operating system issues.
• Mac Support:
  Proficiency in diagnosing and resolving common macOS issues.
• 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  (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.
• macOS & Jamf:
  Proficiency supporting macOS devices, including diagnosing common system issues, managing software updates, and troubleshooting user account and permissions problems. Experience with Jamf Pro (or similar MDM) for enrolling devices, deploying configuration profiles and software packages, and remotely managing Mac fleets is a plus.
• Microsoft 365 Support:
  Experience troubleshooting the Office 365 suite (Outlook, Teams, and One Drive) within a virtualized or "shared computer" context.
• Mobile Device Support:
  Ability to troubleshoot iOS and Android devices, including basic mobile device management (MDM) enrollment, configuration, and connectivity issues.
• Customer Service & Process:
  Strong customer service and de-escalation skills, with disciplined ticket documentation habits that support knowledge base accuracy and team consistency.

Technical Skills

• Windows 11 Operating System & Microsoft Office 365
• macOS (required);
  Jamf experience a plus
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN), IGEL experience
• Omnissa and other VDI technologies;
  Azure Virtual Desktop (AVD) experience a plus
• Power Shell, or other scripting experience is a plus
• Multi-factor authentication (MFA) tools (e.g., Duo, Okta,…