Senior Associate, Help Desk

OCC

. Provide advanced Level I and II technical support to OCC employees .

Posted 9/30/2026full-timeUnited StatesSenior💰 $66,300 - $97,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in providing advanced technical support for Windows 11 and macOS environments, with strong skills in troubleshooting virtual desktops and managing user accounts through Active Directory. Demonstrates effective communication and collaboration abilities while maintaining disciplined documentation practices.

Highest-signal resume keywords

Windows 11 TroubleshootingMacOS SupportActive Directory ManagementMicrosoft 365 Applications SupportCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows 11MacOSActive DirectoryNetworking Command-Line ToolsMicrosoft 365Virtual Desktop InfrastructureOmnissa HorizonJamf ProPowerShellMulti-Factor Authentication

Soft Skills

Customer ServiceDe-Escalation SkillsCommunicationCollaborationDocumentation Habits

Tools & Technologies

ServiceNowZoomSlackDuoOkta

Certifications & Qualifications

Microsoft 365 Certified: Fundamentals (MS-900)Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)CompTIA A+CompTIA Network+Google IT Support Professional Certificate

Industry Keywords

Technical SupportDesktop SupportVirtual DesktopsVDI TechnologiesNetwork Fundamentals

Tech Stack

Tools & technologies

AndroidAzureDNSiOSJamfMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Proficiency in diagnosing and resolving common Windows 11 operating system issues
Proficiency in diagnosing and resolving common macOS issues
Basic understanding of virtual desktops, session host reconnections, and display protocols such as RDP or Blast
Initial troubleshooting of Omnissa Horizon connection issues, including resetting virtual desktop sessions and resolving login failures
Ability to perform Active Directory and Entra ID user management tasks, including password resets, account unlocking, and security group membership management
Understanding of networking command-line tools such as ping, ipconfig, and tracert
Experience supporting macOS devices and managing software updates, user accounts, and permissions
Experience with Jamf Pro or similar MDM is a plus
Experience troubleshooting Microsoft 365 applications including Outlook, Teams, and OneDrive in virtualized or shared-computer contexts
Ability to troubleshoot iOS and Android devices, including basic MDM enrollment, configuration, and connectivity issues
Strong customer service and de-escalation skills
Disciplined ticket documentation habits
Windows 11 and Microsoft Office 365 knowledge
macOS required; Jamf experience a plus
Network fundamentals including TCP/IP, DNS, DHCP, and VPN
IGEL experience
Omnissa and other VDI technologies
Azure Virtual Desktop experience is a plus
PowerShell or other scripting experience is a plus
Multi-factor authentication tools such as Duo, Okta, or Microsoft Authenticator
Printers and peripherals knowledge
Communication and collaboration platforms such as Zoom and Slack
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+, CompTIA Network+, or Google IT Support Professional Certificate listed

Benefits

Comp & perks

A hybrid work environment, up to 2 days per week of remote work
Tuition Reimbursement
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
Eligibility for an annual discretionary incentive compensation award with a target range of 6% to 10%
Substantial benefits package
Work-life balance and employee wellness environment