Senior Associate, Help Desk

Options Clearing Corporation is seeking a Senior Associate, Help Desk to join its Dallas, Texas team on a hybrid work arrangement. The role centers on delivering advanced technical support, solving complex issues, and serving as the escalation point for junior staff, with opportunities to contribute to training, process development, and project work. A bachelor’s degree and at least three years of relevant experience are required.

Responsibilities

• Provide Level I and II support, troubleshooting intricate desktop, software, and printer problems; manage virtual desktops by creating, updating, and deploying software images.
• Document and respond to help desk calls via ServiceNow, ensuring requests are resolved within established 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 and perform root-cause analysis to prevent broader impact.
• Participate in special projects, including department-specific desktop support, application testing, and new implementations.
• Be available to travel to remote locations as needed.
• Report status on issues to management and end users, and collaborate with other departments on escalations as needed.
• Attend weekly meetings, provide status updates to management, and represent the help desk during project hand-offs as required.
• Lead escalation efforts by guiding and resolving issues escalated by junior technicians.

Requirements

• Windows 11 Fluency: Proficiency in diagnosing common Windows 11 issues, including Taskbar/Start Menu glitches, Windows Update failures, and driver compatibility concerns.
• Virtualization Fundamentals: Basic understanding of how virtual desktops differ from physical ones, managing session host reconnections, and troubleshooting display protocols (RDP or Blast). Initial troubleshooting for Omnissa Horizon connection issues, including resetting virtual desktop sessions and resolving login failures.
• Active Directory & Entra ID: Ability to perform standard user management tasks in hybrid environments, including password resets, unlocking accounts, and managing security group memberships.
• Networking Basics: Familiarity with command-line tools such as ping, ipconfig, and tracert to determine if issues are local or network-wide.
• Microsoft 365 Support: Experience troubleshooting the Office 365 suite (Outlook, Teams, OneDrive) within a virtualization or shared computer context.

Technologies

• Windows 11
• MacOS
• Microsoft 365 / Office 365
• IGEL
• Omnissa Horizon
• PowerShell
• ServiceNow
• RDP
• Blast
• Entra ID (formerly Azure AD)
• Active Directory

Benefits

• A hybrid work environment, up to 2 days per week of remote work
• Tuition Reimbursement to support continued education
• Student Loan Repayment Assistance
• Technology Stipend enabling use of a personal device to connect to the network while working remotely
• Generous PTO and Parental leave
• 401k Employer Match
• Competitive health benefits including medical, dental and vision

Compensation

• Salary range: $66,300.00 - $97,700.00 per year
• Incentive range: 6% to 10%
• The listed salary excludes fringe benefits and potential bonuses; final base pay is determined by skills, experience, and education
• Pay equity considerations are applied when making offers; discretionary bonuses may be awarded based on company and individual performance and are not guaranteed
• A substantial benefits package is available, with further details on the OCC careers page

Application Process

1. When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.
2. You will receive an email notification confirming that we've received your application.
3. If you are invited for an interview, a representative from OCC will contact you to schedule date, time, and location.