Technology Support Consultant - Executive Support

Bank of America • New York, NY

1d • Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Position Summary Client facing senior executive support role responsible for supporting senior executives, including C suite executives and the Office of the CEO. This role requires high emotional intelligence, strong executive communication skills, sound judgment, and consistent execution in a high visibility environment. The individual must be able to operate effectively under pressure, navigate sensitive situations with discretion, and deliver a polished client experience at all times. Responsibilities include end to end resolution of incidents within the ITSM framework, support for software deployment, provisioning of hardware requests, and coordination across internal support teams and external vendors as needed. Performing complex technical problem resolution across operating systems, applications, hardware, mobility, collaboration platforms, and proprietary Bank of America systems, while supporting organizational initiatives and communicating technical information clearly and professionally to clients and partners. The successful candidate must be highly organized, detail oriented, and consistent in follow through. This role requires ownership, professionalism, and the ability to manage risk in every client interaction. This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include acting as a seasoned contributor on a local/national level to perform complex technical problem resolution of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to large scale operating problems and communicating technical information to clients and partners with care and empathy.

Requirements

• Windows 11
• Microsoft 365
• Microsoft 365 Copilot
• Microsoft 365 Copilot Chat
• Intune
• Mobility
• iPhone
• Teams
• Zoom
• WebEx
• Telepresence
• HVD
• Excel
• PowerPoint
• PowerShell
• Splunk
• strong verbal and written communication skills
• high emotional intelligence
• executive presence
• sound judgment
• strong follow through

Nice To Haves

• 5+ years of IT/Technical Support experience

Responsibilities

• Delivers high touch support for senior executives and their offices across hardware, software, mobility, conferencing, collaboration, and proprietary Bank of America systems
• Owns incidents and work orders end to end and ensures timely restoration of service in line with agreed service levels
• Facilitates resolution of reactive and proactive issues throughout the service lifecycle and follows incident and service management processes
• Interfaces with end users and third party vendors to coordinate hardware dispatches, escalations, and issue resolution
• Acts as a Subject Matter Expert in enterprise and Line of Business products and functions, including Microsoft 365, Microsoft 365 Copilot, Microsoft 365 Copilot Chat, Intune, telepresence, corporate mobility, and business continuity support
• Partners with peer technology support teams, desktop engineering, application support, product managers, and problem management teams to improve service delivery and communication
• Drafts and maintains procedures and documentation to support knowledge management and operational consistency
• Exercises sound judgment in high profile situations, communicates with clarity and professionalism, and maintains strong follow through from intake through resolution
• Manages risk appropriately in all activities and escalates issues quickly when executive impact, business continuity, or client experience is at risk
• Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels
• Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes
• Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets
• Acts as a Subject Matter Expert (SME) in support of enterprise and Line of Business (LOB) products and functions, including corporate mobility and business continuity support
• Partners with peer technology support teams, including product managers, desktop engineering, application support, and problem management teams to improve processes and communications
• Drafts procedures and documentation for application support knowledge management
• Contributes to high level organizational operating systems, applications, and hardware initiatives, ensuring timely and successful completion

Benefits

• industry-leading benefits
• access to paid time off
• resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees