Technology Support Sr. Analyst - Desktop

Bank of America•New York, NY

3d•$30 - $45•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! This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include performing complex technical problem resolution of hardware and software issues remotely, by telephone, and/or on location for end users. Job expectations include working proactively to perform analytical, technical, and administrative functions, communicating technical information to clients and partners with care and empathy, and supporting peers and team members as needed. We are seeking a highly skilled Desktop Support Specialist to provide elevated technical support for front-office users within our Trading lines of business. This role demands expertise in resolving complex technology issues in fast-paced, high-pressure trading environments. The ideal candidate will demonstrate strong analytical and communication skills, ensuring minimal disruption to trading operations while supporting mission-critical applications and platforms.

Requirements

Corp mobility
Office products
Windows 11
Collaboration tools (Webex, Zoom, Teams)
Oral and Written Communications
Adaptability
Customer and Client Focus

Nice To Haves

Smtools
Remedy
ARM
Mytechnology
Knowledge of E4E Capabilities
1+ year of experience in a technology support role
Active Listening
Analytical Thinking
Problem Solving
Production Support
Technical Troubleshooting
Attention to Detail
Customer and Client Focus
Emotional Intelligence
Issue Management
Oral Communications
Adaptability
Critical Thinking
Risk Management
Written Communications

Responsibilities

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
Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents
Investigates complex technology incidents to diagnose and resolve underlying causes impacting end users