Technology Support Consultant

Bank of America•Charlotte, NC

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Position Summary This job is responsible for supporting the senior executive population in an elevated desktop and meeting/event support role, acting as a seasoned contributor on a local/national level to perform complex technical problem resolution and request fulfillment of operating systems, applications, and hardware as well as support of virtual and in-person meetings/events. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to operating problems, fulfilling service requests and communicating technical information to clients and partners with care and empathy and without technical jargon. The resource is expected to have sound judgement with excellent customer service and proven effective verbal and written communications skills. The resource is also expected to be organized and detailed, takes initiative with strong proactive and follow-up skills, and takes ownership for managing risk during all job activities. Job Description: 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

Strong customer service skills with direct executive experience
Proven effective communication skills (verbal and written)
Strong sense of urgency and responsiveness
Balances detail-oriented thinking with strong situational awareness
Ability to adapt to shifting priorities in a dynamic, high-touch support environment
Technical support experience with Teams, WebEx, Zoom, Compunetix, Telepresence, A/V
Windows 11, MacOS, iOS, Office 365, SharePoint, Intune/M365 Mobile, Apple iPhone/iPad, HP laptops/desktops, Omnissa Horizon
Active Listening
Issue Management
Problem Solving
Production Support
Technical Troubleshooting
Critical Thinking
Customer and Client Focus
Oral Communications
Process Performance Management
Adaptability
Emotional Intelligence
Leadership Development
Risk Management
Written Communications

Nice To Haves

5+ years of Technical support experience
Project management experience
Advanced Excel knowledge
SharePoint administration

Responsibilities

Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes.
Supports execution of the day-to-day restoration of incidents and completion of work orders for hardware and software and ensures adherence to agreed upon service levels.
Act as an SME (Subject Matter Expert) in support of virtual and in person meetings/events leveraging Teams, WebEx and Zoom as well as Telepresence and A/V conference room hardware.
Interfaces between end users and internal and external technology partners.
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 knowledge management on specific processes as required.
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.