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Help Desk Support Specialist
Financial Industry Regulatory Authority (FINRA)
Rockville, MD, United States
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Description
Job Summary:
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.
Qualifications
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.
Working Conditions:
• Work is normally performed in an office environment.
• Occasional travel and extended hours may be required.