Lead HelpDsk/Onsite Support Analyst - BNY Mellon - San Francisco, CA

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. 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.

Lead Help Desk/Onsite Support Analyst- > Implements small to medium-sized projects to meet business needs and requirements. Provides support to all IT-related activities and initiatives, including guidance, assistance, coordination and follow-up on IT problems and ensures resolution, and communicates directly to business on project status and problem resolution.Implements small to medium-sized projects and provides guidance, assistance, coordination and follow-up on problems and ensures resolution. Provides support to a specific group of customers on applications, infrastructure and technology related activities for small to medium-sized projects. Works with application developers and operations to support production applications and customer-specific operations. Trains customers on new products, applications and platforms. Contributes to the achievement of related teams’ objectives.

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

Bachelor’s degree in a related discipline or equivalent work experience required. 4-6 years of experience in technical and customer-support required, experience in the securities or financial services industry is a plus.

Expertise using and supporting Windows 7 (32 and 64 bit) as well as hardware troubleshooting, component upgrades and replacements.

Familiar with the use of incident tracking systems such as Remedy.

Expertise in Operating System and Basic troubleshooting knowledge of WAN/LAN technologies.

Familiarity with multiple platforms such as Windows XP, Mac OS’s (Maverick, Yosemite), Windows 10 etc.

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

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

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.

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

Minorities/Females/Individuals With Disabilities/Protected Veterans.

Primary Location: United States-CA-San Francisco

Internal Jobcode: 45102

Job: Information Technology

Organization: Technology Services Group-HR06725

Requisition Number: 1600926