West 4th Strategy

Customer Support Analyst

Washington, DC
Full Time
Experienced

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. 

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*