Senior Associate, Help Desk

The OCC • Dallas, TX

2d • Hybrid

About The Position

A senior help desk associate provides advanced technical support to OCC’s employee user base, resolves both simple and complex issues for users, and serves as an escalation point/mentor for junior staff. They have deep knowledge of hardware, software, and network systems, coupled with strong communication skills for interacting with customers, vendors, and other IT teams. Their role often extends to training, developing support processes, writing job aids/how to’s, and project participation.

Requirements

• Proficiency in diagnosing and resolving common Windows 11 operating system issues.
• Proficiency in diagnosing and resolving common macOS issues.
• A basic understanding of how virtual desktops differ from physical ones, such as managing session host reconnections and troubleshooting display protocols (like RDP or Blast).
• Provide initial troubleshooting for Omnissa Horizon connection issues, including resetting virtual desktop sessions and resolving login failures.
• Ability to perform standard user management tasks like password resets, unlocking accounts, and managing security group memberships in hybrid environments.
• Understanding how to use command-line tools like ping, ipconfig, and tracert to identify if a connectivity issue is local or network-wide.
• Proficiency supporting macOS devices, including diagnosing common system issues, managing software updates, and troubleshooting user account and permissions problems.
• Experience with Jamf Pro (or similar MDM) for enrolling devices, deploying configuration profiles and software packages, and remotely managing Mac fleets is a plus.
• Experience troubleshooting the Office 365 suite (Outlook, Teams, and OneDrive) within a virtualized or "shared computer" context.
• Ability to troubleshoot iOS and Android devices, including basic mobile device management (MDM) enrollment, configuration, and connectivity issues.
• Strong customer service and de-escalation skills, with disciplined ticket documentation habits that support knowledge base accuracy and team consistency.
• Windows 11 Operating System & Microsoft Office 365
• macOS (required); Jamf experience a plus
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN), IGEL experience
• Omnissa and other VDI technologies; Azure Virtual Desktop (AVD) experience a plus
• PowerShell, or other scripting experience is a plus
• Multi-factor authentication (MFA) tools (e.g., Duo, Okta, Microsoft Authenticator)
• Printers and peripherals (docking stations, monitors, webcams)
• Communication and collaboration platforms (e.g., Zoom, Slack)
• Bachelors’ degree in Computer Science, MIS, or a related discipline or an equivalent combination of education and 3-5 years work experience.

Nice To Haves

• Jamf experience a plus
• Azure Virtual Desktop (AVD) experience a plus
• PowerShell, or other scripting experience is a plus

Responsibilities

• Level I & II support.
• Resolve intricate desktop, software, and printer problems.
• Manage virtual desktops and laptops by deploying and updating software on them.
• Answer and document help desk calls, ensuring ServiceNow service requests are addressed promptly within the designated SLA guidelines.
• Maintain and update detailed procedures for all desktop hardware and software tasks to ensure consistency across the team.
• 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.
• May be assigned to dedicated desktop support for specific departments, including application testing and new implementations
• Availability to travel to remote locations as needed
• Strong ability to report status on issues to management and end users along with collaborating with other departments on escalations as needed.
• Attend weekly meetings, provide status reports to management, and represent the help desk in project hand-offs (turnover meetings) as needed.
• Act as the senior tier of support, guiding and resolving issues escalated by junior technicians

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree