What are the responsibilities and job description for the Desktop Support Analyst position at BNY Mellon?
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Job Summary:
We are seeking a Desktop Support Analyst to provide hands-on technical support for internal users in a fast-paced enterprise environment. The ideal candidate will have experience supporting desktop and laptop environments, performing hardware refreshes, troubleshooting technical issues, and delivering exceptional customer service to end users.
This is a 12-month contract opportunity located onsite at our Ross Street office in Pittsburgh, PA, with standard business hours of 8:00 AM – 5:00 PM ET.
Key Responsibilities:
• End-User Support: Provide onsite technical support for desktop, laptop, hardware, and software-related issues, ensuring timely resolution and a positive user experience.
• Hardware Deployment & Refreshes: Support the End-of-Life (EOL) Laptop Program by performing device replacements, workstation deployments, hardware installations, and system imaging activities.
• Software Installation & Troubleshooting: Install, configure, and troubleshoot operating systems, applications, and peripheral devices while maintaining system functionality and performance.
• Customer Service & User Training: Deliver professional, customer-focused support while educating end users on hardware, software, and technology best practices.
• Ticket Management & Issue Resolution: Track, prioritize, and resolve support requests while maintaining accurate documentation within ticketing systems and collaborating with internal support teams.
• Cross-Functional Collaboration: Partner with infrastructure, operations, application development, and support teams to resolve technical issues and support ongoing technology initiatives.
Qualifications:
• 2+ years of IT support, help desk, desktop support, or technical support experience
• Hands-on experience imaging laptops and desktop systems
• Experience installing, configuring, and troubleshooting software applications
• Strong knowledge of desktop hardware, laptop deployments, and workstation support
• Experience providing face-to-face support to end users in a professional environment
• Strong communication, customer service, and problem-solving skills
• Ability to manage multiple priorities while maintaining a high level of service and responsiveness
• High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology or a related field preferred28
Preferred Experience:
• Experience using ServiceNow or similar IT service management/ticketing platforms
• Experience supporting Mac operating systems and Apple devices
Why Join Us:
This is an excellent opportunity to join a collaborative IT support team and make an immediate impact on a high-visibility technology refresh initiative. If you enjoy combining technical troubleshooting with customer interaction and want to be part of a team-oriented environment, this role offers valuable hands-on experience and the opportunity to support meaningful technology initiatives.
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America’s Most Innovative Companies, Fortune, 2025
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Salary : $28 - $35