Senior Help Desk Lead - Windows, Mac & VDI Expert

The Options Clearing Corporation; Dallas (TX); Hybrid; USD 66,000 - 98,000; Full time

Benefits offered by this job

Hybrid remote

Tuition reimbursement

Student loan repayment

Tech stipend

PTO & parental leave

401k match

Health benefits

Job summary

The Options Clearing Corporation is seeking a senior help desk associate to support OCC’s Dallas-area employee base. You will resolve complex hardware, software, and network issues, mentor junior staff, and contribute to training and documentation.

Responsibilities include advanced desktop support, ticketing in ServiceNow, knowledge management, root-cause analysis, and cross-team collaboration. Occasional travel to remote locations may be required, with a hybrid work setup.

Qualifications

• Bachelor's degree or higher in Computer Science, MIS, or related field.
• 3-5 years work experience in IT help desk or similar role.
• Strong customer service and de-escalation skills.

Responsibilities

• Provide Level I & II desktop, software, and printer support.
• Document and manage ServiceNow tickets within SLA.
• Maintain and update desktop hardware/software procedures.
• Perform root-cause analysis to prevent recurring incidents.
• Participate in special projects and training initiatives.

Skills

Windows 11 fluency

macOS support

Active Directory & Entra ID

Networking basics

Jamf Pro

PowerShell

MFA tools

VDi/Omnissa Horizon

Office 365 support

Customer service

Education

Bachelors' degree in Computer Science or related

Tools

Omnissa Horizon

Jamf Pro

VDI technologies

PowerShell

Job description

The Options Clearing Corporation is seeking a senior help desk associate to support OCC’s Dallas-area employee base. You will resolve complex hardware, software, and network issues, mentor junior staff, and contribute to training and documentation.

Responsibilities include advanced desktop support, ticketing in ServiceNow, knowledge management, root-cause analysis, and cross-team collaboration. Occasional travel to remote locations may be required, with a hybrid work setup.