IT Support

• Provide advanced Level I and II technical support to OCC employees
• Resolve complex desktop, software, printer, laptop, and virtual desktop issues
• Deploy and update software on virtual desktops and laptops
• Answer and document help desk calls and address ServiceNow service requests within SLA guidelines
• Maintain and update procedures for desktop hardware and software tasks
• Analyze support data and ticket patterns to identify recurring issues
• Perform root-cause analysis and proactively prevent broader organizational problems
• Provide dedicated desktop support for specific departments as assigned
• Participate in application testing and new implementations
• Travel to remote locations as needed
• Report issue status to management and end users
• Collaborate with other departments on escalations
• Attend weekly meetings and provide management status reports
• Represent the help desk in project hand-offs and turnover meetings
• Act as the senior support tier and guide or resolve issues escalated by junior technicians
• Train staff, develop support processes, and write job aids and how-to documentation
• Interact with customers, vendors, and other IT teams

Senior Associate, Help Desk

Network Engineer

• Support, administer and oversee network support, design and analysis of new and existing architectures
• Configure routing and switching, and administer Cisco FTD/Checkpoint firewalls
• Manage Cisco ACI and F5 LTM
• Support cloud-based AWS solutions
• Develop systems specifications and technical implementation plans
• Coordinate complex installation projects with clients and vendors
• Work with the team on network and security architecture design for on-premise and cloud environments
• Support the network infrastructure lifecycle, including deployment, troubleshooting and ongoing maintenance
• Implement network changes to maintain security, performance and compliance with NIST-CSF and COBIT governance frameworks
• Partner with vendors, carriers and engineering teams to resolve issues and support large-scale projects
• Maintain documentation and provide on-call support for reliability and business continuity

Senior Associate, Help Desk

Associate Principal, Network Engineering