Senior Associate, Help Desk

What You'll Do

The Help Desk Senior Associate completes general tasks to aid in the ongoing support of workplace endpoint technology which includes desktops, laptops, thin clients and virtual desktops. The Help Desk Associate carries out procedures to ensure that all products and services meet organization standards and user requirements. The Help Desk Associate assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects. The Help Desk Associate monitors and responds to technical problems utilizing hardware and software testing tools and techniques. The Help Desk Associate may coordinate small projects.

Primary Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• The Senior Associate serves as an escalation point for junior technicians, offering guidance, training, and support to help them resolve complex problems and develop their skills.

• Troubleshooting and Problem Solving:Diagnose and resolve a wide range of complex technical problems, often remotely, on-site or travel to remote offices, including issues with operating systems, applications, peripherals, and network infrastructure.

• Record detailed issue description, document troubleshooting steps performed, and enter issue resolution in the ticketing system

• Perform basic hardware and software troubleshooting

• Follow up with customers to ensure the issue has been resolved

• Track, route, and redirect issues and inquiries to correct resources/teams

• Properly escalate unresolved issues to the next level support

• Help support Audio/Video conference equipment for presentations and meetings

• Document all PC software and hardware procedures

• Coordinate PC equipment retrieval when off-boarding resources including data archival and system removal following the proper decommission procedure

• Perform inter office moves

• Attend weekly staff meetings

• Other duties as assigned

Supervisory Responsibilities:

• N/A

Qualifications:

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.

• Excellent verbal and written communication skills

• Ability to work effectively with vendors and management

• Empathy, patience, and a customer-focused mindset are also essential.

• Problem solving, teambuilding, leadership, responsiveness and professionalism

• Possess the ability to adapt to a fast-paced and evolving technical environment

• The ability to learn new technologies quickly

• Take initiative to address challenges.

Technical Skills:

• Hardware (e.g., desktops, laptops, mobile devices).

• Adobe Suite

• Network Fundamentals (TCP/IP, DNS, DHCP, VPN)

• VMWare

• Microsoft Office Suite

• Windows & macOS

Education and/or Experience:

• Possess a minimum of 3-5 years of experience in an IT help desk or desktop support role, demonstrating a strong understanding of technical support principles and practices.

• Bachelors' degree in Computer Science, MIS, or a related discipline or an equivalent combination of education and 3-5 years work experience.

  
  

Certificates or Licenses:

• Industry certifications such as CompTIA A+, Network+, MCSA, or MCSE.

About Us

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.

Benefits

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

Visit https://www.theocc.com/careers/thriving-together for more information.

Compensation

• 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

Incentive Range

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.

Step 1
When you find a position you're interested in, click the 'Apply' button. Please complete the application andattach your resume.

Step 2
You will receive an email notification to confirm that we've received your application.

Step 3
If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location.

For more information about OCC, please click here.

OCC is an Equal Opportunity Employer