Help Desk Support Specialist

Financial Industry Regulatory Authority Inc
US - Maryland - Rockville
November 16, 2024

The Help Desk Support Specialist works under general supervision and will provide quality desktop support to end users including support for hardware, software, printing, and applications while developing and refining skills.

Essential Job Functions:

Provide quality desktop support to end users including complex support for hardware, software, printing and applications by following written procedures and applying past experiences to either walk the user through a solution and/or connect to their computer remotely to solve their case.
Provide dedicated support to executives and more difficult users
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.
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
Modify and/or enhance existing procedures.
Recognize common patterns in cases to uncover related and new problems.
Research and document solutions to newly identified problems and update written procedures accordingly.
Informally mentor more junior staff.
Ensure all work products meets/exceeds FINRA standards.
Assist with adherence to technology policies and comply with all security controls.
Develop broad knowledge of the environment, applications, and technology used throughout FINRA.

Education/Experience Requirements:

Bachelor's degree in Computer Science, Information Systems or related discipline with at least two (2) years of related experience, or equivalent training and/or work experience.
Prior experience using call tracking/case management and remote desktop support software.
Demonstrated proficiency with use of a desktop computer, and common office productivity software.
Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
Should be well organized, thorough, and able to handle competing priorities.
Ability to maintain focus and develop proficiency in new skills rapidly
Ability to work in fast paced environment

Work Conditions:

Work is normally performed in an office environment.
Occasional travel and extended hours may be required.

For work that is performed in CA, CO, HI, MN, VT, IL, Jersey City, NJ, NY, NY, MD, Washington DC, and WA the chart below outlines the proposed salary range for the corresponding location. In addition to location, actual compensation is based on various factors, including but not limited to, the candidate's skill set, level of experience, education, and internal peer compensation comparisons

CA:
Minimum Hourly Rate $37. 94, Maximum Hourly Rate $70. 63
CO/HI/MN/VT
• :
Minimum Hourly Rate $32. 96, Maximum Hourly Rate $58. 84

IL
• :
Minimum Hourly Rate $36. 35, Maximum Hourly Rate $64. 78
Jersey City, NJ/NY, NY:
Minimum Hourly Rate $39. 52, Maximum Hourly Rate $70. 63

MD/Washington, DC:
Minimum Hourly Rate $37. 94, Maximum Hourly Rate $67. 65
WA:
Minimum Hourly Rate $32. 96, Maximum Hourly Rate $67. 65
• Including positions performed outside the state but reporting to an office or manager in that state.

Candidates can expect salary offers that range from the minimum to the mid-point of the salary range. FINRA provides full pay ranges so that the candidate can consider their growth potential while at FINRA.
• LI-DNI

To be considered for this position, please submit an application. Applications are accepted on an ongoing basis.

The information provided above has been designed to indicate the general nature and level of work of the position. It is not a comprehensive inventory of all duties, responsibilities and qualifications required.

Please note:
If the "" button on a job board posting does not take you directly to the FINRA Careers site, enter finra. org/careers into your browser to reach our site directly.

FINRA strives to make our career site accessible to all users. If you need a disability-related accommodation for completing the application process, please contact FINRA's Employee Relations team at 240. 386. 4865 or by email at EmployeeRelations@finra. org. Please note that this process is exclusively for inquiries regarding application accommodations.

Employees may be eligible for a discretionary bonus in addition to base pay. Non-exempt employees are also eligible for overtime pay in accordance with federal, state, or local law. As part of its dedication to employee wellness, FINRA provides comprehensive health, dental and vision insurance. Additional insurance includes 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. FINRA offers immediate participation and vesting in a 401(k) plan with company match and eligibility for participation in an additional FINRA-funded retirement contribution, tuition reimbursement, commuter benefits, and other benefits that support employee wellness, such as adoption assistance, backup family care, surrogacy benefits, employee assistance, and wellness programs.

Time Off and Paid Leave
• FINRA encourages its employees to focus on their health and wellness in many ways, including through a generous time-off program of 15 days of paid time off, 5 personal days and 9 sick days, unless otherwise required by law (all pro-rated in the first year). Additionally, we are proud to support our communities by providing two volunteer service days (based on full-time schedule). Other paid leave includes 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); and childbirth and parental leave (available after 90 days of employment). Full-time employees receive nine paid holidays.
• Based on full-time schedule

Important Information

FINRA's Code of Conduct imposes restrictions on employees' investments and requires financial disclosures that are uniquely related to our role as a securities regulator. 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 t.

Read the full job description and apply online on the recuiter's web-site

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