Associate Help Desk Support Specialist

FINRA plays a critical role in protecting investors and strengthening market integrity, and this hybrid associate role supports that mission through hands-on technology help desk support. In this position, you will provide dependable desktop assistance to end users while following established procedures, escalating more complex issues when appropriate, and documenting work through a case management system.

Role Overview

The Associate Help Desk Support Specialist delivers quality desktop support for hardware, software, printing, and applications under direct supervision. Solutions will often be delivered by guiding users through step-by-step procedures and, when needed, connecting remotely to resolve cases efficiently. Work is completed to meet or exceed FINRA standards while complying with security controls and technology policies.

Responsibilities

• Provide desktop support to end users across hardware, software, printing, and applications by following written procedures, either walking users through solutions or using remote support to resolve cases.
• Close most cases on initial contact.
• Escalate more complex cases to the appropriate Tier II internal and/or external support teams as needed.
• Log all calls in the case management tracking system in a timely manner.
• Take ownership of user problems and proactively address user issues.
• Provide end user training and advice as necessary.
• Document and communicate case status in a timely manner.
• Ensure all work products meet or exceed 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.
• Demonstrate FINRA’s values.
• Collaborate in-person and virtually in furtherance of FINRA’s mission.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED with a minimum of 2 years of related experience or a related discipline, or equivalent training and/or work experience.
• Proficiency using a desktop computer and the full suite of electronic office productivity applications.
• Strong organization and thoroughness, with the ability to handle competing priorities.
• Ability to maintain focus and rapidly develop proficiency in new skills.
• Ability to work in a fast-paced environment.
• Knowledge of at least one programming language is preferred.
• Experience using call tracking or case management software is preferred.

Work Location and Schedule

• Rockville, MD hybrid work environment with defined in-person presence requirements.
• Extended hours may be required.

Compensation

• USD 26 to 55 per hour.

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 an additional FINRA-funded retirement contribution.
• Tuition reimbursement.
• Commuter benefits.
• Adoption assistance.
• Backup family care.
• Surrogacy benefits.
• Employee assistance.
• Wellness programs.
• Generous time-off program: starting at 15 days of paid time off (increasing with years of service up to 25 days), plus 5 personal days and 9 sick days.
• Two volunteer service days (based on a full-time schedule).
• 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).
• Full-time employees receive nine paid holidays.
• Discretionary bonus may be available in addition to base pay.
• Non-exempt employees may be eligible for overtime pay in accordance with federal, state, or local law.

Important Information

• FINRA’s Code of Conduct restricts employees’ investments and requires financial disclosures related to their role as a securities regulator.
• All brokerage accounts employees maintain, control trading of, or have a financial interest in must be disclosed to FINRA, and employees must authorize broker-dealers to provide FINRA with duplicate statements for those accounts.
• New employees must comply with investment restrictions, including disposing of securities issued by a company on FINRA’s Prohibited Company List or obtaining a written waiver from their Executive Vice President, by their start date.
• Employees may only maintain disclosed securities accounts at securities firms that provide FINRA with an electronic feed (e-feed), and must move accounts from other firms to an e-feed provider within three months of beginning employment.
• Employees must execute FINRA’s Employee Confidentiality and Invention Assignment Agreement and comply with the company’s policy on nepotism.