4-5 years of experience in enterprise IT support with technical leadership skills
Strong proficiency in Microsoft Windows OS and Office 365/M365 administration
Experience with Mobility Management, specifically iOS and Intune
Expertise in hardware diagnostics and application troubleshooting
Familiarity with ITSM platforms and ITIL framework principles
Exceptional written and oral communication skills
Working knowledge of networking fundamentals and system administration concepts
Responsibilities
Serve as a senior technical resource for complex end-user issues requiring advanced troubleshooting
Handle tier 1 escalations and provide guidance to junior helpdesk staff
Triage and prioritize incoming requests, making independent escalation decisions
Document technical solutions and develop knowledge base articles to enhance team efficiency
Provide expert-level support for enterprise environments and lead software/hardware deployments
Conduct advanced diagnostic analysis and root cause analysis for recurring issues
Deliver white-glove deskside support for complex installations and migrations
Benefits
Comprehensive benefits package
Discretionary bonus incentives
Flexible work arrangement
Full Job Description
Responsibilities
We are seeking a highly motivated and customer-focused Senior Associate to join our Corporate & Technology Services Team. The ideal candidate will have excellent people and communication skills and a strong technical background.
The individual will be required to be in the office 5 days a week.
Serve as senior technical resource for complex end-user issues requiring advanced troubleshooting across hardware, software, and enterprise applications.
Handle tier 1 escalations and provide technical guidance to junior helpdesk staff.
Triage and prioritize incoming requests via phone, email, messaging, and service desk system, making independent decisions on escalation paths for critical issues.
Document comprehensive technical solutions and develop knowledge base articles to improve team efficiency and reduce repeat incidents. Contribute to process improvement initiatives and standardization of support procedures.
Provide expert-level support for enterprise, Windows OS environments, and M365 suite. Lead technical execution of software deployments, hardware deployments, system upgrades, and projects, as needed.
Perform advanced diagnostic analysis using multiple tools and methodologies. Conduct root cause analysis for recurring issues and recommend preventive measures to IT leadership.
Deliver white-glove deskside support including complex hardware/software installations, system migrations, and custom configurations.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Perform post-resolution follow-ups to help requests.
Provide excellent audiovisual support for various meetings, as needed.
Track and report on ticket trends, user satisfaction, and resolution metrics. Participate in on-call rotation providing remote and after-hours support for global operations.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform related duties consistent with the scope and intent of the position.
Qualifications
4-5 years progressive experience in enterprise IT support with demonstrated technical leadership
Strong proficiency in Microsoft Windows OS, OWA, Office 365/M365 administration
Mobility Management - iOS and Intune
Expert knowledge of hardware diagnostics and application troubleshooting methodologies
Experience with current operating systems and imaging with current tools
Working knowledge of networking fundamentals and system administration concepts
Strong technical problem-solver who can diagnose and resolve issues others escalate
Experience with ITSM platforms and familiarity with ITIL framework principles
Exceptional written and oral communication skills.
Personal Attributes
Detail-oriented with strong documentation skills and commitment to knowledge sharing Natural mentor who shares knowledge and elevates team capabilities through informal coaching
Strong organizational skills, possessing the ability to meet deadlines, prioritize effectively and work independently within guidelines.
Team player with strong integrity and professionalism
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Calm under pressure with proven ability to manage multiple priorities and critical incidents
Proven ability to self-start and work independently on complex technical issues with minimal supervision
Self-starter who identifies improvement opportunities and takes initiative to implement solutions
Education
A Bachelor's degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).
IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)
Base Salary Range
$115,000 - $145,000
In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement. The base salary offered will be commensurate with experience and/or qualifications, industry knowledge and expertise, as well as prior training and education.
About Oaktree Capital Group, LLC
Oaktree Capital Group, LLC is a global investment management firm specializing in alternative investment strategies. The firm was founded in 1995 by a group of individuals who had been investing together since the mid-1980s in high yield bonds, convertible securities, distressed debt, real estate, control investments and listed equities. Oaktree has more than 950 employees and offices in 19 cities worldwide. The firm emphasizes an opportunistic, value-oriented and risk-controlled approach to investments in distressed debt, corporate debt (including high yield debt and senior loans), control investing, convertible securities, real estate and listed equities. Oaktree's clients include 75 of the 100 largest U.S. pension plans, more than 400 corporations around the world, and over 350 endowments and foundations globally.
