Customer Support Analyst

Help Desk – Tier I 

ROLE 

We need an experienced Help Desk Analyst at the U.S. Securities and Exchange Commission (SEC). The SEC's Division of Corporation Finance reviews public company filings to ensure investors are provided with the material information they need to make informed investment decisions. The Disclosure Review Program (DRP) System — also known as SWAT (System of Workflow and Activity Tracking) is the cloud-based platform that enables this review work, integrating with EDGAR and other SEC systems to support the review of transactional and annual filings. In this role, you will serve as the primary customer interface for Tier 1 support, managing the SWAT-Help mailbox, triaging and resolving incoming requests, maintaining helpdesk documentation, and delivering structured reporting on incident trends to SEC stakeholders. This is a full-time, remote opportunity. We can offer a competitive salary and a comprehensive benefits package. 

RESPONSIBILITIES 

• Deliver responsive Tier 1 support as the primary customer interface, managing the SWAT-Help mailbox, triaging incoming requests, and resolving issues at first contact wherever possible. 

• Meet or exceed all SLAs across all severity levels by maintaining clear escalation paths, documented triage workflows, and real-time visibility into ticket status. 

• Own all helpdesk Standard Operating Procedures, work instructions, user guides, and reference libraries, with the Operations Lead/Manager authoring and maintaining these artifacts in close collaboration with the project team. 

• Continuously optimize the knowledge base to keep content accurate, well-structured, and easy to search, reducing repeat ticket volume and empowering users to resolve common issues independently. 

• Automate routine support interactions, including troubleshooting steps, status update, and user management workflows, to reduce manual effort and increase overall service efficiency. 

• Provide structured reporting and operational visibility on a quarterly cadence, summarizing incident statistics, outage reports, and trend analysis, delivered to SEC stakeholders. 

REQUIRED SKILLS/EXPERIENCE 

• Troubleshooting: Proficiency in diagnosing software and application errors, operating systems (Windows, Linux), and basic network connectivity.  

• Incident Management: Experience working within Tier 1 to Tier 3 escalation structures. 

• Ticketing Systems: Familiarity with incident management platforms like ServiceNow, Jira. 

• Analytical Thinking: Strong problem-solving skills and the ability to identify the root cause of an issue rather than just treating the symptoms. 

• Software/Database Knowledge: Understanding of SQL, API basics, HTML/CSS, or various coding languages (like Java) is a major plus for debugging specific software products. 

DESIRED SKILLS/EXPERIENCE 

• AI Experience: Some exposure to AI technologies including GitHub Copilot. 

REQUIRED EDUCATION / CERTIFICATIONS 

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field  

• Certifications: CompTIA A+ or HDI Customer Service Representative (CSR) certifications are highly valued for entry to mid-level roles.  

LOCATION 

• Remote (Within eastern time zone) 

CLEARANCE 

• U.S. citizenship is required. Dual citizenship is not permitted on this contract.  

• Ability to obtain SEC public trust  

CLIENT 

• Securities and Exchange Commission (SEC), Disclosure Review Program (DRP) 

WORK HOURS 

• 40 hours per week 

• 8 hours per day 

EMPLOYMENT CLASSIFICATION 

• Employment Classification Eligibility — W2   

RELOCATION 

• Not eligible for relocation benefits 

COMPENSATION 

• Salary range: $70,000 – $90,000 

• Benefits: Benefits package includes options for health, dental, and vision insurance coverage; 401k contribution options 

West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, ancestry, national origin, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law.  

Other Considerations: applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.