Description

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. 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 agree 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

Skills:

• Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client
• Operating System: Expertise in Windows 11, IGEL, iOS, iPadOS for installation and maintenance
• M365 Office Suites: Expert of Copilot, MS Teams etc. latest collaboration tools.
• Mobility Platform: Familiar with MS Intune, Blackberry UEM suites and admin tools
• 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