Support Analyst

Support Analyst

Job Description

The Support Analyst provides front-line functional and navigational support for enterprise support center systems, delivering excellent internal and external customer service. This role intakes and resolves customer inquiries, assists with credentialing and system usage questions, and collaborates closely with staff and subject matter experts to address complex issues. The position requires developing proficiency in registration rules, accurately documenting all customer interactions, and consistently demonstrating the organizations values while contributing to its mission of investor protection and market integrity.

Responsibilities

• Interface with industry members, regulatory users, peers, and management to address potential business and technical issues related to support center systems.
• Intake incoming calls, research issues, resolve problems, and document all interactions in accordance with established procedures and policies.
• Provide excellent internal and external customer service across various areas of registration responsibility.
• Respond to customer requests by offering functional and navigational support for support center systems.
• Assist firms with routine questions regarding credentialing, system usage, and common issues.
• Consult with support center staff and subject matter experts to obtain guidance on complex or unusual issues as appropriate.
• Document all incoming customer inquiries thoroughly and accurately in line with support center procedures and policies.
• Develop and maintain proficiency in registration rules and related regulatory requirements.
• Utilize computer resources and software applications effectively to research, troubleshoot, and resolve customer issues.
• Demonstrate the organizations core values in day-to-day interactions with customers and colleagues.
• Collaborate both in person and virtually with team members and stakeholders to support the broader mission of investor protection and market integrity.
• Maintain a high level of reliability by consistently showing up on time, following schedules, and meeting work commitments.
• Proactively identify potential issues or trends in customer inquiries and communicate them to the appropriate team members or leadership.

Essential Skills

• Strong customer service skills with a demonstrated ability to provide excellent internal and external support.
• Excellent verbal communication skills to clearly explain system functionality, processes, and resolutions to customers.
• Excellent written communication skills for documenting inquiries, issues, and resolutions in a clear and professional manner.
• High level of reliability, including consistent attendance, punctuality, and adherence to scheduled work hours.
• Willingness to learn and develop proficiency in registration rules and support center procedures.
• Proactive approach to problem-solving, including taking initiative to research issues and seek guidance when needed.
• Ability to use computer resources and software applications to navigate systems, research issues, and document interactions.
• Comfort working in a hybrid environment that includes both in-person and virtual collaboration.

Additional Skills and Qualifications

• Interest in working within a regulatory and financial services environment focused on investor protection and market integrity.
• Ability to collaborate effectively with staff and subject matter experts on complex issues.
• Comfort working in a fast-paced support center environment with a high volume of inquiries.
• Motivation to grow within a large technology and operations organization and expand skills over time.

Work Environment

The support center operates Monday through Friday from 8:00 AM to 8:00 PM Eastern Time, offering both a full-time position at 40 hours per week and a part-time position at 20 hours per week. The role follows a hybrid work model, requiring on-site presence in Rockville, MD three days per week, combined with remote work for the remaining time. You will work within a large, modern technology organization that builds and supports applications serving member firms and U.S. financial markets. Teams operate in small agile units and leverage contemporary technologies such as cloud platforms, web frameworks, machine learning, big data, artificial intelligence, and security-focused tools. The environment emphasizes collaboration, both in-person and virtual, and expects professional attire appropriate for a corporate financial and technology setting.

This is a Contract position based out of Rockville, MD.

The pay range for this position is $18.00 - $22.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Rockville, MD.

This position is anticipated to close on Nov 4, 2026.

This is a hybrid position in Rockville,MD.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.