Senior Desktop Support Specialist - Technology - Rockville, MD - Contractor Conversion
Rockville, MD

Job Description

We Work to Protect Investors. Join our Team.

The Financial Industry Regulatory Authority (FINRA) is seeking a well-qualified individual for our Senior Desktop Support Specialist opening in Rockville, MD. To be considered for this position, please submit your resume through our career site at www.finra.org/careers - no phone calls, please.

Job Summary:

The Senior Desktop Support Specialist works under minimal supervision and will be responsible for providing 2nd tier desk side support, mobile desk side assistance, and special project work.

Essential Job Functions:

* As subject matter expert, provide support, guidance and training on the function and usability of business applications.


* Provide quality Tier II support to end-users including complex support for hardware (laptop, desktop, mobile devices), software, and applications including connectivity to network.


* Perform onsite analysis, diagnosis, and resolution of client device and network problems for end users.


* Design and implement enterprise solutions to establish and maintain desktop hardware and software standards across all corporate client machines.


* Take the lead on implementing a fix and document the known issues.


* Coordinate and lead implementation of OS updates, software upgrades or installs, security patches, clean/remove malware.


* Lead refresh of hardware and software when employees have office moves.


* Support audio/visual equipment as needed for conference or meeting setups


* Mentor junior staff.


* Lead large scale technology refresh projects or office moves.


* Work with development teams to identify and report issues, test new releases, and provide customer training of business applications.


* Conducts customer education sessions on a regular schedule to ensure our customer base is aware of, how to use, and the business applicability of current and new FINRA Technology products and services.


* Learn new and/or infrequently used technologies and train team members on the functions and support of these technologies.


* Setup and support for offsite meetings and conferences.


* Write technical documents outlining methods for solving common issues.


* Provide on-site field support for multiple offices and home setup for end-users.


* Modify and/or enhance existing procedures.


* Research and document solutions to newly identified problems and update written procedures accordingly.


* 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 equivalent with at least five (5) years of related experience assisting end users in a help desk or desktop support environment.


* Advanced knowledge of current operating systems, Active Directory, Microsoft Office Suite, Anti-virus software, email clients, remote assistant tools, and other off-the shelve software.


* Understanding of LAN/WAN connectivity, TCP/IP, routers and switches.


* Experience troubleshooting basic network, software, printing problems as well as installing software, patches, and updates on multiple devices.


* Knowledge of internally developed applications and footprint of departments that use them.


* Excellent interpersonal and relationship-building skills.


* Ability to adapt and learn new technologies.


* Ability to translate technical activities in a manner appropriate for diverse audiences.


* Ability to work independently and manage competing priorities.


* Excellent organization, planning, and multitasking skills.


* Excellent written and oral communication skills.


* Ability to perform in a fast paced environment.



Working Conditions:

* Work is normally performed in an office environment, with extended hours when necessary.


* Occasional extended hours may be required.


* Travel to other offices to provide support on an as needed basis.


* Overnight travel may be required on a scheduled or unscheduled 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 "Apply Now" button on a job board posting does not take you directly to the FINRA Careers site, enter www.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 accommodation help line at 240.386.4865. Please note that this number is exclusively for inquiries regarding application accommodations.

In addition to a competitive salary, comprehensive health and welfare benefits, and incentive compensation, FINRA offers immediate participation and vesting in a 401(k) plan with company match. You will also be eligible for participation in an additional FINRA-funded retirement contribution, our tuition reimbursement program and many other benefits. If you would like to contribute to our important mission and work collegially in a professional organization that values intelligence, integrity and initiative, consider a career with FINRA.

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 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.

As standard practice, 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.

About FINRA

FINRA is an independent, non-governmental regulator for all securities firms doing business with the public in the United States. FINRA works to protect investors and maintain market integrity in a public-private partnership with the Securities and Exchange Commission (SEC), while also benefiting from the SEC's oversight. In its role as investor guardian, FINRA is informed, but not influenced, by the industry that it regulates. FINRA's independent regulation plays a critical role in America's financial system-all at no cost to taxpayers.

FINRA touches virtually every aspect of the securities business-from registering and educating industry participants to examining securities firms; writing rules; enforcing those rules and the federal securities laws; informing and educating the investing public; providing trade reporting and other industry utilities; and administering the largest dispute resolution forum for investors and registered firms. FINRA uses technology powerful enough to look across markets and detect potential abuses. Using a variety of data gathering techniques, we work to detect insider trading and any strategies firms or individuals use to gain an unfair advantage.

In today's fast-paced and complex global economy, FINRA is a trusted advocate for investors, dedicated to keeping the markets fair and proactively addressing emerging regulatory issues before they harm investors or the markets. FINRA operates from Washington, DC, and New York, NY, with other offices around the country.

Find out more about us and how we work-and view our current openings-at www.finra.org/careers.

Search Firm Representatives

Please be advised that FINRA is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, a valid written agreement and task order must be in place before any resumes are submitted to FINRA. All resumes submitted by search firms to any employee at FINRA without a valid written agreement and task order in place will be deemed the sole property of FINRA and no fee will be paid in the event that person is hired by FINRA.

FINRA is an Equal Opportunity and Affirmative Action Employer

All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, disability, marital status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other classification protected by federal state or local laws as appropriate, or upon the protected status of the person's relatives, friends or associates.

FINRA abides by the requirements of 41 CFR 60-741.5(a). This regulation prohibits discrimination against qualified individuals on the basis of disability, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities.

FINRA abides by the requirements of 41 CFR 60-300.5(a). This regulation prohibits discrimination against qualified protected veterans, and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans.

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