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About the Role

Provides on-site user support for videoconference rooms, systems, and solutions, requiring an understanding of videoconferencing methods and technologies with a strong emphasis on customer service.

Responsibilities

• Assist with the set-up, operation, and maintenance of audio and video equipment for various meetings, events, or presentations, ensuring technical quality and seamless execution.
• Operate videoconferences from Control Room using PTZ controls along with audio and video switching technologies.
• Interface with users at all levels of the organization to ensure a pleasant experience while using videoconferencing systems and technologies.
• Provide “white glove” in-person support for high-level meetings or events.
• Provide prompt response to user issues and inquiries.
• Provide end-user training for videoconference etiquette and interfaces.
• Support diagnoses and resolution of technical issues related to audio and video equipment, including but not limited to microphones, cameras, switchers, and lighting.
• Support the conduction of tests and checks to ensure audio and video quality meet industry standards and project specifications.
• Support the performance of daily testing of videoconferencing systems and document results.
• Promptly and proactively identify and document any technical issues that arise using tools such as Jira, then track all issues through to resolution.
• Coordinate the troubleshooting, repair, and/or replacement of malfunctioning or faulty audiovisual equipment, working with support partners when necessary.
• Support audiovisual integrators and other vendors as required to ensure completion of work scope and satisfactory work product.
• Assist with performing software and firmware updates afterhours when required.
• Demonstrate FINRA’s values and collaboration, both in-person and virtually, in furtherance of FINRA’s mission of investor protection and market integrity.
• Assist with technology/network infrastructure tasks such as installing network switch gear and patch cables as needed.
• Assist Voice Services team by performing tasks such as deploying telephones as needed.

Requirements

• High school degree or General Education Diploma (GED), plus two years of audiovisual technologies experience in a customer-facing environment, or equivalent combination of education and experience.
• Experience with industry standard audiovisual/videoconferencing technologies, such as Zoom Management Dashboard and Neat Pulse.
• Basic understanding of individual audiovisual systems and technologies, and how they interoperate to comprise a functioning videoconference system.
• Ability to understand blueprints, schematics, and signal flow diagrams.
• Excellent customer service skills.
• Ability to adapt and learn new technologies.
• Professional demeanor and appearance.
• Ability to travel to FINRA’s offices occasionally.
• Occasional overtime hours.
• Must be able to use basic hand tools (screwdrivers, etc.).
• Must be able to lift up to 50 lbs. unassisted.
• Must be able to crawl under conference tables in order to install/troubleshoot connections.

Skills

• Videoconferencing
• Audio and video equipment operation
• Customer service
• Technical support
• Jira
• Zoom Management Dashboard
• Neat Pulse

Location

• On-site
• Hybrid

Work Type

• Hybrid

Experience Level

• Two years of audiovisual technologies experience in a customer-facing environment

Education Level

• High school degree or General Education Diploma (GED)
• Bachelor’s degree in ____ preferred

Salary/Compensations

• CO/FL/TX: Minimum Hourly Rate $26.37, Maximum Hourly Rate $46.23
• IL/PA: Minimum Hourly Rate $28.94, Maximum Hourly Rate $50.91
• MA/MD/VA/Washington, DC: Minimum Hourly Rate $30.22, Maximum Hourly Rate $53.07
• NY/NJ: Minimum Hourly Rate $30.22, Maximum Hourly Rate $55.49

Benefits

• Discretionary bonus
• Overtime pay
• Comprehensive health, dental and vision insurance
• Basic life insurance
• Accidental death and dismemberment insurance
• Supplemental life insurance
• Spouse/domestic partner and dependent life insurance
• Spouse/domestic partner and dependent accidental death and dismemberment insurance
• Short-term disability insurance
• Long-term disability insurance
• Long-term care insurance
• Business travel accident insurance
• Disability insurance
• Legal insurance
• Immediate participation and vesting in a 401(k) plan with company match
• FINRA-funded retirement contribution
• Tuition reimbursement
• Commuter benefits
• Adoption assistance
• Backup family care
• Surrogacy benefits
• Employee assistance programs
• Wellness programs
• 15 days of paid time off
• 5 personal days
• 9 sick days
• Two volunteer service days
• Military leave
• Jury duty leave
• Bereavement leave
• Voting and election official leave
• Care of a family member leave
• Childbirth and parental leave
• Nine paid holidays

About the Company

• 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.
• 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.
• 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.
• 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 is a registered trademark of the Financial Industry Regulatory Authority, Inc.

Equal Opportunity

• All qualified applicants receive consideration for employment without regard to any legally protected category, including race, color, age, national origin, ethnicity, religion, disability, genetic information, military or veteran status, sex, or any other status or classification protected by state or local law.
• 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 Employee Relations team at 240-386-4865 or by email at EmployeeRelations@FINRA.org.
• 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.