Technology Support Consultant - TechConnect

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:
The Technology Support Consultant will be responsible for providing elevated L2 support for a wide swath of Bank lines of business including, Consumer, Banking, GWIM and US Trust clients, along with these group’s Middle and Back Office Technology teams.  This support includes but is not limited to: end to end resolution of incidents through ServiceNow and the ITSM framework, managing the software deployment life cycle, provisioning hardware requests (maintaining loaner device pools), assisting in maintaining the fluid assignment of incidents in the ticket management queue, and helping with campus moves (as required). The resource is expected to have excellent technical troubleshooting skills with the Windows OS platform, be flexible with working hours, and have excellent verbal and writing skills.  . 

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
• Acts as a Subject Matter Expert (SME) in support of enterprise and Line of Business (LOB) products and functions, including corporate mobility and business continuity support
• Partners with peer technology support teams, including product managers, desktop engineering, application support, and problem management teams to improve processes and communications
• Drafts procedures and documentation for application support knowledge management
• Contributes to high level organizational operating systems, applications, and hardware initiatives, ensuring timely and successful completion

Required Qualifications:

• 5+  years of technology/customer service experience
• Excellent technical skill troubleshooting Windows OS platforms and Window Office Suite (o365). 
• Familiarity with Market Data applications, mobile device (iOS/Android/Intune) troubleshooting.
• The hire must be detail orientated and posses excellent written and verbal communication skills.

Desired Qualifications:

• Service NOW
• SMTools
• MAC OS familiarity
• PowerShell

Job Description:
This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include acting as a seasoned contributor on a local/national level to perform complex technical problem resolution of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to large scale operating problems and communicating technical information to clients and partners with care and empathy.

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
• Acts as a Subject Matter Expert (SME) in support of enterprise and Line of Business (LOB) products and functions, including corporate mobility and business continuity support
• Partners with peer technology support teams, including product managers, desktop engineering, application support, and problem management teams to improve processes and communications
• Drafts procedures and documentation for application support knowledge management
• Contributes to high level organizational operating systems, applications, and hardware initiatives, ensuring timely and successful completion

Skills:

• Active Listening
• Issue Management
• Problem Solving
• Production Support
• Technical Troubleshooting
• Critical Thinking
• Customer and Client Focus
• Oral Communications
• Process Performance Management
• Adaptability
• Emotional Intelligence
• Leadership Development
• Risk Management
• Written Communications

Shift:

1st shift (United States of America)

Hours Per Week: 

40