Desktop Support Analyst (Spec, Tech Service Desk/On-Site Support)

Desktop, Analyst, Windows, Citrix, SQL, IT
Full Time

Job Description


Our Team

Technology Services Group (TSG) leverages BNY Mellon's modern technology infrastructure to enable powerful business solutions while vigorously prioritizing our stability and resiliency .

Technology Production Services - TPS- people and products are critical to keeping -ON- the technology platform used every day to access apps, process data and for us to communicate and collaborate in support of our clients. The Role

As a Desktop Support Analyst, you will be responsible for day-to-day support of user environment; learning and supporting our infrastructure, participate and lead in projects and team efforts; develop and support solutions that will benefit our users. You will provide quick assessments and resolutions to the issues at hand.

  • Respond to, diagnose, triage and resolve service disruptions
  • Drive root cause analysis for complex production issues
  • Develop functional and technical subject-matter expertise for key applications and business processes
  • Partner with application development and infrastructure teams to identify and implement continuous improvement opportunities.
  • Create and maintain support documentation and procedures
  • Pro-actively prepare for application releases, planned weekend maintenance and DR exercises
  • Move and Add users as needed, ability to move equipment up to 50LB


3 plus years- of experience supporting financial environment preferably a trading floor.

The position requires working a sliding schedule between the hours of 6 AM and 7PM, Monday - Friday, Weekend and Holiday work is required as needed.

Individual must be a self-starter and be comfortable working in high-paced environment of the trading floor, able to provide quick and efficient resolution to everyday issues, as well as troubleshooting more complex issues with financial software, office connectivity, and device performance.

  • Knowledge of financial applications such as Bloomberg, Thompson Reuters, EBS, and others.
  • Strong understanding and ability to troubleshoot Windows and Microsoft Office 365 issues.
  • 3+ years of user support experience in a large corporate environment.
  • Experience with supporting virtual desktop environments via Citrix and HDX
  • Good understanding of network connectivity and ability to troubleshoot basic connectivity issues.
  • Experience with basic hardware repairs
  • Perform moves add and charges as required, and ability to lift and move equipment up to 50lb.
  • Scripting, power shell or SQL knowledge is a big plus.
  • Must possess excellent communication skills both verbal and via email.

Provides support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination and follow-up on straightforward and some more complex end user related IT problems and ensures resolution. Provides local smart hands capability and maintains management of End user Assets. Provides IT/Desktop support services including frontline subject matter expertise to employees to ensure that all service levels are achieved, local and organisational changes are supported including the provision of smart hands activity. Support the onboarding and implementation of new products and services and support the end user engagement and education of technology services. Ability to co-ordinate events and support of major incidents impacting the End-user environment. Responsible for the maintenance and upkeep of the organisations tracking of end user assets. Manage known risks and identify new ones.Implements medium to large sized projects to meet business needs and requirements or Directs, motivates, and develops analysts and may oversee/manage a small to medium-sized support technician team responsible for all aspects of applications and technology-related support activities. Provides support and training to more junior members of the team. 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. Consults to business management and/or end-user on all aspects of applications and technology-related support activities. Is involved with project planning and project implementation by determining business and technical requirements and consulting on ways to target business needs and opportunities. May allocate/coordinate work within a team/project. Determines the client and/or end-user business and technical requirements, identifies appropriate stakeholders. Collaborates with end user services owners to identify opportunies to improve the service. Designs and maintains standard operating procedures.To understand configuration and functionality of site technology (including any space where technology is consumed) To have an in-depth level of troubleshooting knowledge to support the primary products and services used by the end user employee base. Working knowledge of diagnosing and resolving technical hardware and software issues,remote admin tools, Internet connectivity and Microsoft operating systems and office suite.Contributes to the achievement of related teams' objectivesMODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTSBachelor's degree in a related discipline or equivalent work experience required6-8 years of experience in technical and customer-support 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. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.
Dice Id : 91003102
Position Id : 3538-OTHLOC-100000153159397
Originally Posted : 2 months ago
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