Technology Support Sr. Analyst

Job Description:

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.

This role involves troubleshooting of Microsoft operating systems, applications, and proprietary Bank of America systems. The resource is expected to have excellent Customer Service, verbal and written skills. Responsibilities include but not limited to end to end resolution of incidents within the ITSM framework, assisting with software deployment, provisioning hardware requests. Position needs to be organized and detailed, with strong follow-up skills. Takes ownership for managing risk during all job activities.

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

Required Qualifications:

Windows 11, Office 365, Mobility, iPhone, Teams, Zoom, WebEx, HVD, Excel, PowerPoint, Powershell, Splunk

Desired Qualifications:

• 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

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

Shift:

Hours Per Week: