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 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!

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.

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 Skills:

Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client
Operating System: Expertise in Windows 10, 11, LTSC, iOS, iPadOS for installation and maintenance
Networking: Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issues
Security: Understand data loss protection, encryption and cybersecurity best practices
Customer Service: Strong communication skills, ability to simplify complete technical terms into understandable language for our customer
Software Management: skills for installing, updating, troubleshooting and maintaining software applications and security patches
Virtualization: familiarity with virtual machines
Availability for ad-hoc work after hours and on weekends where necessary

Desired Skills:

Bachelor degree holder in Computer studies or IT related disciplines
Experience in trading and banking desktop support, and supporting banking applications an advantage.

Assistant Vice President, Technology Support Sr. Analyst, Employee Technology Support