Infrastructure Operations Analyst - Windows Desktop Support - BNY Mellon - Dallas, TX

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments & safeguards nearly one-fifth of the world’s financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It’s the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers.

Description

TECHNOLOGY SERVICES GROUP (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its customers have most reliable, nimble and cost-effective solutions in the financial services market place. BNY Mellon BXP technology is leading edge with industry first PasS/IaaS fully integrated solution, combined with enterprise standards for developers.

TSG is building next generation scalable, efficient data center as a service using the latest innovation infrastructure. Building on top of the cloud deployments in BNY Mellon, we are aggressively automating and bridging the green field cloud with the existing virtual computing environments. This next generation infrastructure needs to be tied to building several internal SaaS offerings such as Fax as a service, reporting as a service, file transfer as service etc. The infrastructure team is building self-service and low-touch infrastructure utilities that enable building the internal SaaS offerings.

Global Regional Services – The Remote Offices Americas group provides hands on and remote technology support for approximately 6000 seats in 70 locations throughout the Domestic U.S., Bermuda, Cayman, Canada, Argentina, Chile and Mexico.

Primary Job Responsibilities to Include:
Provides in-depth day-to-day support and leads problem solving and implementation efforts for specific technology products or applications. Responds to requests for assistance with computer systems or PCs, analyzes complex inquiries and determines the appropriate technical area or vendor to engage for issue resolution.

Resolves normal and unusual computer issues on a daily basis. Performs general maintenance and installation tasks, troubleshoots, repairs and resolves complex PC and escalates issues.

Applies understanding and knowledge of standard information system products and services to assist users on complex problems.

Participates in projects deploying or supporting new software, desktop infrastructure or technology to a business group. Assists with changes, moves, or adds with users and or technology.

Ensures management escalation of high priority issues and prioritizes issue resolution efforts.

Accurately record, update, and document incidents and requests using the service desk systems and processes.

Assist in supporting the achievement of team objectives.

Occasional travel to remote sites to provide support and carry out various projects involving technology. Qualifications

Primary Qualifications:
Advanced Proficiency using and supporting Windows 7 (32 and 64 bit) as well as hardware troubleshooting, component upgrades and replacements.

Advanced Proficiency with the use of incident tracking systems such as Remedy.

Advanced Proficiencyin Operating System and Basic troubleshooting knowledge of WAN/LAN technologies.

Advanced Proficiency with multiple platforms such as Windows XP, Mac OS’s (Maverick, Yosemite), Windows 8 etc.

Advanced Proficiency with image deployment processes, software and patch management deployment tools such as MDT and SCCM.

ITIL, experience with Change Control a strong plus

Ability to lift, carry, and install computers and related equipment weighing up to 80 pounds required

Ability to communicate effectively and professionally with customers, peers, and management. Maintaining a friendly and positive attitude while providing assistance to resolve all customer requests.

Ability to multi-task in a fast paced and complex environment with minimal oversight.

Bachelor’s degree in computer science or a related discipline or equivalent work experience required. 0-1 years of experience required, related internship experience is a plus.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.

Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-Texas-Dallas

Internal Jobcode: 45054

Job: Information Technology

Organization: Technology Services Group-HR06725

Requisition Number: 1511525