Technology Support Sr. Analyst - Tech Cafe

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!

Position Summary:
We are seeking a highly skilled Desktop Support Specialist to provide elevated technical support for Enterprise users within a Tech Cafe environment. The Tech Café Technician serves as the front-line technology expert for employees, delivering high-quality, personalized support in a fast-paced service environment. This role combines strong technical knowledge with exceptional customer service to resolve technology issues, educate users, promote self-service solutions, and ensure a seamless digital workplace. experience.

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:

Experience with the following:

• Corp mobility, Office products, Windows 11, Collaboration tools (Webex, Zoom, Teams)

• Oral and Written Communications, Adaptability, Customer and Client Focus

Desired Qualifications:

• 3 years of experience in a technology support role
• Experience with: Smtools, Remedy, ARM, Mytechnology, Knowledge of E4E Capabilities

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

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: 

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