Technology Support Sr Analyst
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! Job Description: 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.
Requirements
- Corpmobility
- 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
- Skills: 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
Benefits
- This role is currently benefits eligible.
- We provide 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.
- Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
