Bring your ideas. Make history.

BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.

With over 238 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.

We’re seeking a future team member in the role of Help Desk/Onsite Support Technician-Experienced to join our Workplace Technology Support team. This role is located in Pittsburgh, PA – HYBRID.

In this role, you’ll make an impact in the following ways:

• Help Desk/Onsite Support Technician-Experienced->> 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 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.
• Assists in supporting the achievement of team objectives.

To be successful in this role, we’re seeking the following:

• Associate degree in a related discipline or equivalent work experience required as a minimum requirement.
• Bachelor’s degree preferably in Computer Science, Information Technology, or Management Information Systems 2-3 years if technical experience required.
• Knowledge of ITIL v3+ (Incident, Problem, and Change processes).
• Eager to learn in a fast-paced, highly collaborative environment.
• Self-Starter with a passion to help users through issues using innovative solutions.
• Demonstrate strong communication skills (written, interpersonal, and presenting).

At BNY Mellon, our inclusive culture speaks for itself. Here’s a few of our awards:

• Fortune World’s Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg’s Gender Equality Index (GEI)
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score
• 100 Best Workplaces for Innovators, Fast Company
• CDP’s Climate Change ‘A List’

Our Benefits:

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

Provides support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination and follow-up on straightforward 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. Provides support to all IT-related activities and initiatives, including guidance, assistance, coordination and follow-up on complex problems and ensures resolution.Supports 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 and responsible for diagnosing and resolving technical hardware and software issues. Contributes to the relevance and addition of standard operating procedures.To understand configuration and functionality of site technology (including any space where technology is consumed) To have an intermediate 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 team objectivesMODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTSBachelor's degree in a related discipline or at least 5 years of equivalent work experience required2-5 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.