Senior Associate, Help Desk

Note this position is 1st Shift, Mon-Fri, Weekend Rotation 7:30am-4:30pm

What You'll Do

This role completes general tasks to aid in the ongoing support of workplace endpoint technology which includes desktops, laptops, thin clients and virtual desktops. This position includes installing, diagnosing, repairing, maintaining and upgrading all devices and equipment to ensure optimal workstation performance. The person will also analyze and troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required. On-site end-user support will be between the hours of 6:00 a.m. to 6:00 p.m., Central Time Zone for approximately 700 end-users for the client end-user devices. The expectation is that any work is completed during normal operating hours, however, this is a salaried position and as such may require some additional hours during the work day or on select weekends in order to complete necessary work.

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Answer help desk calls, answer to walk up’s and emails

• Provide end-user support on the resolution of help desk tickets opened through the ServiceNow help desk ticketing system related to developed applications used in the client and virtualized environments, which includes all production, test and development environments for on-site and remote users

• Close all issues, service requests, incidents and problems in ServiceNow in a timely manner

• Assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects

• Analyze, troubleshoot and resolve of all desktop hardware and software related issues unless escalation is required. The majority of issues are not physical issues (java versions, Office and browser plugins, data feed issues…) so it will require that the individual has very good analytic and troubleshooting skills rather than simply product knowledge.

• The goal is to close 80% of the calls, issues, service requests, incidents and problems

• Load and test all OCC desktop/laptop images using Systems Center

• Provide management with weekly status report

• May provide dedicated PC support for departments and special projects, such as application testing and implementations

• Troubleshoot and Resolve user access and permission problems

• Upgrade and configure system software applications

• Provide support per request from various constituencies as well as coordinate and communicate with impacted areas

• Install software and upgrade on workstations

• Perform system installations, software updates and maintenance

• Perform restaging and configuration on client platforms

• Perform system administration duties pertaining to client platforms

• Troubleshoot and resolve issues of testers during disaster recovery testing

• Respond ServiceNow service requests to troubleshoot resolve and document hardware installation and or configuration problems/errors

• Provide written documentation of problems

• Set up install and repair desktop, laptops, computers, computer peripherals, mobile devices, virtual desktop and printers

• May provide dedicated PC support for departments and special projects or software installations that require desktop utilization

Supervisory Responsibilities:

None

Qualifications:

The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• [Required] Excellent verbal and written communication skills

• [Required] Ability to work effectively with vendors and management

• [Required] Excellent customer service skills

• [Required] Problem solving, responsiveness and professionalism

• Detail-oriented

• [Required] Ability to motivate, lead and encourage teambuilding amongst staff

Technical Skills:

• [Required] Excellent verbal and written communication skills

• [Required] Ability to work effectively with vendors and management

• [Required] Excellent customer service skills

• [Required] Problem solving, responsiveness and professionalism

• Detail-oriented

• [Required] Ability to motivate, lead and encourage teambuilding amongst staff

Education and/or Experience:

• [Required] Excellent verbal and written communication skills

• [Required] Ability to work effectively with vendors and management

• [Required] Excellent customer service skills

• [Required] Problem solving, responsiveness and professionalism

• Detail-oriented

• [Required] Ability to motivate, lead and encourage teambuilding amongst staff

Certificates or Licenses:

• None Required

Who We Are

The Options Clearing Corporation (OCC) is the world's largest equity derivatives clearing organization. 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. 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. 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.

What We Offer

A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness. Some of these components include:

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

Competitive health benefits including medical, dental and vision

Step 1
When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.  

Step 2
You will receive an email notification to confirm that we've received your application.

Step 3
If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location. 

For more information about OCC, please click here.

OCC is an Equal Opportunity Employer