IT Help Desk Specialist - GSS

This position is within the GSS Workbench Client Support group.  The ideal candidate provides front line support for full-service USTS Mellon clients, Mellon investment managers, Mellon consultants, and internal Mellon associates. The incumbent provides in-depth day-to-day support and leads problem solving and implementation efforts for specific technology products or applications, specifically GSS Workbench software suite.  S/he applies knowledge of standard information system products and services to assist and resolve information system problems of callers and other help desk specialists. S/he ensures management escalation of high priority issues prioritizes problem resolution efforts and coordinates administrative work between shifts.  S/he also leads and trains less experienced Help Desk Specialists on assorted technical and customer-service issues and participates in analyzing client-identified issues related to procedures and standards.

 

Minimum 3-5 years of business, accounting and/or technical experience required. Business/accounting knowledge of the Mellon mainframe systems is highly recommended (IAS, CMS, GCA, and SEI). S/he must possess customer service skills and problem determination/resolution skills. S/he will possess strong communication skills (written and verbal) for presentations and classroom-based training. Familiarity with project management is useful.  S/he should have a working knowledge of installing, configuring and supporting software, hardware and connectivity components of a single-user workstation.  S/he should have experience with anticipating, recognizing and resolving various technical (hardware, software, application or operational) problems.  S/he must also possess in-depth knowledge of products and services offered by the help desk and are able to provide appropriate support for product use.  Shift work is involved therefore work-hour flexibility is a must.  Also, the candidate is required once every quarter to work one week, Monday through Friday from 12:00 midnight to 6:00 a.m. The position will require both occasional weekend work and on-call support coverage. Some traveling may be required.