Senior Associate, Help Desk
Core
Provide advanced Level I & II technical support, resolve complex hardware/software/network issues, and mentor junior staff for OCC's employee user base.
Role type
Senior Associate Help Desk Technician
Builds
Stable IT operations and user productivity for a financial derivatives clearing organization
Domain
Financial Services / IT Support
Required skills
Windows 11 troubleshooting, macOS support, Active Directory & Entra ID management, Virtual Desktop Infrastructure (VDI) fundamentals, Network fundamentals (TCP/IP, DNS, DHCP), Ticket management, Root-cause analysis, Mobile device support (iOS/Android)
Preferred skills
Jamf Pro, PowerShell scripting, Microsoft 365 Endpoint Administrator certification, IGEL experience, Azure Virtual Desktop
Technologies
Windows 11, macOS, Microsoft 365, ServiceNow, Omnissa Horizon, Azure Virtual Desktop, Jamf Pro, IGEL, Duo, Okta
Responsibilities
Resolve intricate desktop, software, and printer problems; Manage virtual desktops and laptops; Analyze support data to identify recurring issues; Act as escalation point for junior technicians; Maintain and update support procedures; Troubleshoot mobile devices and MDM enrollments
Seniority
Senior, hands-on IC