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. 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!

Position Summary:

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.

Required Qualifications:

• 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.