Help Desk Associate Jobs in Crown Point, IN (NOW HIRING)

Cboe Global Markets is seeking a highly motivated Trade Desk Specialist to join its global FX operations team based in Chicago / New York. As a core member of the follow‑the‑sun service desk, you will support a 24x5 low‑latency FX trading platform for leading global banks, buy‑side firms, corporates, and liquidity providers. You will own the Asia trading session while collaborating closely with London and US teams, ensuring real‑time client support and system monitoring in a fast‑paced environment.

• Serve as a primary escalation point for complex inbound client enquiries via phone and email during the US trading session, delivering real‑time support across trading, connectivity, and market data.
• Independently troubleshoot and resolve sophisticated client issues related to APIs (e.g., FIX, ITCH), trading behavior, platform functionality, and connectivity.
• Own issue documentation end‑to‑end, capturing root‑cause analysis, actions taken, and resolution outcomes for internal tracking and continuous improvement.
• Mentor and guide junior Trade Desk Associates, providing technical guidance and acting as an on‑floor resource during critical incidents.
• Lead daily and weekly pre‑market system health checks, including Sunday market start procedures, to ensure full platform readiness ahead of the US session.
• Proactively monitor trading activity, market data feeds, and system dashboards throughout the session, triaging and escalating operational or technical anomalies.
• Own handover discipline for the US session, ensuring clean, consistent, and complete transitions to and from global regional teams.
• Develop and maintain operational runbooks, escalation procedures, and monitoring frameworks to improve platform resilience and team readiness.
• Perform in‑depth technical diagnostics using Linux command‑line tools, log analysis, and network debugging utilities to resolve platform and connectivity issues.
• Utilize SQL to query operational and trading data for issue investigation, performance analysis, and reporting.
• Apply knowledge of FIX protocol, low‑latency trading systems, and network fundamentals to support client onboarding, certification testing, and production readiness validation.
• Collaborate with the Technology team to investigate and reproduce issues, contribute to post‑incident reviews, and drive systemic fixes.
• Monitor market integrity throughout the session, including crossed/off‑market conditions, value‑date issues, and liquidity anomalies, and elevate promptly when required.
• Liaise with liquidity providers, sales, and internal stakeholders to investigate and resolve trading or flow‑related issues.
• Support new client onboarding activities such as FIX connectivity certification, API testing, and production readiness checks.
• Act as a senior liaison between clients, sales, technology, and operations teams, ensuring clear and effective communication across internal and external stakeholders.
• Lead and contribute to process improvement initiatives, documentation upgrades, and development of operational best practices.
• Drive ad‑hoc projects that enhance platform stability, resilience, client experience, and operational efficiency.

• Bachelor’s degree or equivalent; 3–5 years’ experience in a trading desk, financial services, or technical operations environment.
• Demonstrated expertise in electronic trading platforms and market infrastructure, with deep knowledge of FX markets and low‑latency trading environments.
• Proficiency in Linux, including command‑line diagnostics, log analysis, and basic shell scripting.
• Solid SQL skills for independently querying and analyzing trading and operational data.
• Working knowledge of FIX protocol and experience supporting FIX‑connected clients or counterparties.
• Strong understanding of networking fundamentals (TCP/IP, latency, connectivity troubleshooting) and experience using network debugging tools.
• Proven problem‑solving ability with a record of resolving complex technical and operational issues under time pressure.
• Excellent written and verbal communication skills, with a demonstrated ability to manage client‑facing situations professionally and under pressure.
• Experience with JIRA or an equivalent ticketing system for issue tracking and escalation management.

• Experience in a follow‑the‑sun or 24x5 trading support model.
• Familiarity with ITCH or other market data protocols.
• Exposure to Linux performance analysis and system health tooling.
• Experience writing or maintaining operational runbooks and escalation documentation.
• Prior experience supporting banks, buy‑side, or prime broker clients in an electronic trading context.
• Python or additional scripting experience for operational automation.

• US trading session coverage aligned to standard market hours (subject to change).
• Flexibility to support extended hours during incidents or heightened client activity.
• Participation in holiday and weekend coverage rotation as required.
• Sunday coverage starts at 4:30pm EST and typically lasts 2.5–3 hours, occurring roughly once per month and can be completed remotely.
• This role will cover 11am EST – 7pm EST.
• Work mode is 4 days in‑office per week.

• Fair and competitive salary and incentive compensation packages with upside for overachievement.
• Generous paid time off, including vacation, personal days, sick days, and annual community service days.
• Health, dental and vision benefits, including access to telemedicine and mental health services.
• 2:1 401(k) match, up to 8% match immediately upon hire.
• Discounted Employee Stock Purchase Plan.
• Tax savings accounts for health, dependent and transportation.
• Employee referral bonus program.
• Volunteer opportunities to contribute to communities.
• Complimentary lunch, snacks and coffee in any Cboe office.
• Paid tuition assistance and education opportunities.
• Generous charitable giving company match.
• Paid parental leave and fertility benefits.
• On‑site gyms and discounts to other fitness centers.
• Paid Time Off.

The anticipated base salary range for this role in the United States is $88,825–$130,625. Compensation is determined by factors such as skills, experience, education, internal alignment, and location. The role may also be eligible for annual incentive compensation and participation in long‑term equity programs.

This position is not eligible for visa sponsorship. Candidates must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.

Cboe Global Markets is an equal‑opportunity employer. We do not discriminate against any employee or applicant for employment based on any legally protected characteristic, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status. For more information, please consult applicable equal employment opportunity laws and regulations.