Theocc

Senior Associate, Help Desk

Chicago - 125 S Franklin · Senior

H1B sponsorship available$66k-$98kDetected 4 days ago

PowerShellAzureHRISCustomer SupportTCP/IPDNSVPNLeadershipCommunicationMicrosoft OfficeCompTIA

About the role

THIS POSITION IS NOT ELIGIBLE FOR VISA SPONSORSHIP***** 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.

A senior help desk associate provides advanced technical support, resolves complex issues, and often serves as an escalation point for junior staff.
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 ServiceNow 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
Escalation Leadership: Act as the senior tier of support, guiding and resolving issues escalated by junior technicians
Level I & II support.
Manage virtual desktops by creating, updating, and deploying software to them.

The requirements listed are representative of the knowledge, skill, and/or ability required.
Windows 11 Fluency: Proficiency in diagnosing common Windows 11 issues, including Taskbar/Start Menu glitches, Windows Update failures, and driver compatibility.
Strong ability to report status on issues to management and end users along with collaborating with other departments on escalations as needed.
Proficiency in diagnosing common Windows 11 issues, including Taskbar/Start Menu glitches, Windows Update failures, and driver compatibility.
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

Windows 11 Operating System, Microsoft Office 365 and MacOS
Network Fundamentals (TCP/IP, DNS, DHCP, VPN), IGEL experience
Omnissa and other VDI technologies
PowerShell, or other scripting experience is a plus
Education and/or Experience:
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:
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.

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
$66,300.00 - $97,700.00
Incentive Range

A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness.
Tuition Reimbursement to support your continued education
Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
Generous PTO and Parental leave
Competitive health benefits including medical, dental and vision

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.
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.
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.
They have deep knowledge of hardware, software, and network systems, coupled with strong communication skills for interacting with customers, vendors, and other IT teams.

THIS POSITION IS NOT ELIGIBLE FOR VISA SPONSORSHIP***** To be considered for this position, applications and resumes are accepted only through our careers site by directly applying to the posted job.

This listing is sourced directly from Theocc's careers page and normalized into a canonical job model.