BNY Mellon Careers

Service Desk/Onsite Support Technician-Exp. ( Pittsburgh)

Pittsburgh, Pennsylvania
Customer/Client Service


Job Description

Service Desk/Onsite Support Technician-Experienced-
Provides in-depth day-to-day support and leads problem solving and implementation efforts for proprietary technology products or applications. Responds to requests for assistance with computer systems or PCs, analyzes moderately complex inquiries and determines the appropriate technical area or vendor to engage for problem resolution. Works with callers and other help desk specialists to resolve normal and unusual information system problems on a daily basis. Performs general maintenance and installation tasks, troubleshoots, repairs and resolves moderately complex PC or infrastructure problems and escalates issues. Applies understanding and knowledge of standard information system products and services to assist users on moderately complex problems. Provides desk side end user support to minimize business impact caused by end user device/ local infrastructure problems. Assists business units with deployment newly configured workstations to improve system access and end user productivity. Evaluates effectiveness of new utilities and tools. Monitors types of incoming calls and common resolutions. Provides training to less experienced technicians on technical tools, troubleshooting, following processes & procedures and customer service skills (i.e. how to handle difficult customers, phone etiquette), business environment. Ensures management escalation of high priority issues, prioritizes problem resolution efforts and coordinates administrative work between shifts. Shift work will be required to cover the 24 X 7 X365 support desk. Assists in supporting the achievement of team objectives.


Qualifications

Associate's degree in a related discipline or equivalent work experience required, Bachelor's degree preferred 2-3 years of technical experience required, experience in the securities or financial services industry is a plus.


BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.


Primary Location: United States-Pennsylvania-Pittsburgh
Internal Jobcode: 45393
Job: Customer/Client Service
Organization: Client Experience BAU-HR16350
Requisition Number: 1908693