Associate Help Desk Support Specialist

FINRA • Rockville, MD

1d • Hybrid

About The Position

As an entry-level Associate Help Desk Support, this role provides quality desktop support to end users including support for hardware, software, printing, and applications while developing and refining skills and working under with direct supervision. Essential Job Functions: Provide quality desktop support to end users including support for hardware, software, printing and applications by following written procedures to either walk the user through a solution and/or connect to their computer remotely to solve their case. Close most cases on initial contact. Escalate more complex cases to the relevant Tier II internal and/or external support team(s), as needed. Log all calls in the case management tracking system in a timely manner Take ownership of user problems and be proactive when dealing with user issues. Provide necessary end user training/advice. Document and communicate status in a timely manner. Ensure all work products meets/exceeds FINRA standards. Assist with adherence to technology policies and comply with all security controls. Develop basic knowledge of the environment, applications, and technology used throughout FINRA. Demonstration of FINRA’s values. Collaboration, both in-person and virtually, in furtherance of FINRA’s mission of investor protection and market integrity. Other Responsibilities: Other duties as assigned.

Requirements

• High School Diploma or General Education Diploma (GED) with a minimum of 2 years of related experience or related discipline, or equivalent training and / or work experience.
• Proficient with use of a desktop computer, and the full suite of electronic office product applications.
• Well-organized, thorough, and able to handle competing priorities.
• Ability to maintain focus and develop proficiency in new skills rapidly.
• Ability to work in a fast paced environment.
• FINRA employees are required to disclose to FINRA all brokerage accounts that they maintain, and those in which they control trading or have a financial interest (including any trust account of which they are a trustee or beneficiary and all accounts of a spouse, domestic partner or minor child who lives with the employee) and to authorize their broker-dealers to provide FINRA with duplicate statements for all of those accounts.
• All of those accounts are subject to the Code’s investment and securities account restrictions, and new employees must comply with those investment restrictions—including disposing of any security issued by a company on FINRA’s Prohibited Company List or obtaining a written waiver from their Executive Vice President—by the date they begin employment with FINRA.
• Employees may only maintain securities accounts that must be disclosed to FINRA at one or more securities firms that provide an electronic feed (e-feed) of data to FINRA, and must move securities accounts from other securities firms to a firm that provides an e-feed within three months of beginning employment.
• Employees must also execute FINRA’s Employee Confidentiality and Invention Assignment Agreement without qualification or modification and comply with the company’s policy on nepotism.

Nice To Haves

• Knowledge of at least one programming language preferred.
• Experience using call tracking/case management software preferred.

Responsibilities

• Provide quality desktop support to end users including support for hardware, software, printing and applications by following written procedures to either walk the user through a solution and/or connect to their computer remotely to solve their case.
• Close most cases on initial contact.
• Escalate more complex cases to the relevant Tier II internal and/or external support team(s), as needed.
• Log all calls in the case management tracking system in a timely manner.
• Take ownership of user problems and be proactive when dealing with user issues.
• Provide necessary end user training/advice.
• Document and communicate status in a timely manner.
• Ensure all work products meets/exceeds FINRA standards.
• Assist with adherence to technology policies and comply with all security controls.
• Develop basic knowledge of the environment, applications, and technology used throughout FINRA.
• Demonstration of FINRA’s values.
• Collaboration, both in-person and virtually, in furtherance of FINRA’s mission of investor protection and market integrity.
• Other duties as assigned.

Benefits

• comprehensive health, dental and vision insurance
• basic life, accidental death and dismemberment, supplemental life, spouse/domestic partner and dependent life, and spouse/domestic partner and dependent accidental death and dismemberment, short- and long-term disability, long-term care, business travel accident, disability and legal.
• immediate participation and vesting in a 401(k) plan with company match
• eligibility for participation in an additional FINRA-funded retirement contribution
• tuition reimbursement
• commuter benefits
• adoption assistance
• backup family care
• surrogacy benefits
• employee assistance
• wellness programs
• 15 days of paid time off (increasing with years of service, up to 25 days)
• 5 personal days
• 9 sick days
• two volunteer service days
• military leave
• jury duty leave
• bereavement leave
• voting and election official leave for federal, state or local primary and general elections
• care of a family member leave (available after 90 days of employment)
• childbirth and parental leave (available after 90 days of employment)
• nine paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED