Senior Associate, Help Desk

What You’ll Do

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.

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, managing session host reconnections and troubleshooting display protocols. 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 whether 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

• 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.
• 401(k) 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

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.

$66,300.00 – $97,700.00

6% to 10%

OCC is an Equal Opportunity Employer.