Associate Help Desk Support Specialist

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.

• 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.

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

Hybrid work environment, with defined in-person presence requirements. Extended hours may be required. For work that is performed in CO, CT, IL, PA, MA, MD, VA, WA, DC, NY, NJ, WA please refer to the chart below for the salary range for the corresponding location. FINRA complies with all state and local pay transparency laws and regulations requiring the disclosure of salary ranges for the position.

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 market considerations.

• Boston, MA: $30.22 - $53.07
• Chicago, IL: $28.94 - $50.91
• Denver, CO: $26.37 - $46.23
• Jericho, NY: $30.22 - $53.07
• Jersey City, NJ: $31.54 - $55.49
• Philadelphia, PA: $28.94 - $50.91
• New York, NY: $31.54 - $55.49
• Rockville, MD: $30.22 - $53.07
• Tysons, VA: $30.22 - $53.07
• Washington, DC: $30.22 - $53.07
• Woodbridge, NJ: $30.22 - $53.07
• Connecticut State: $26.37 - $55.49
• Washington State: $26.37 - $55.49
• #LI-DNI

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…