Officer, Technology Support Senior Analyst- Service Desk, Employee Technology Support
4 weeks ago
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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: Responsible for level one technology support in a global support services call center environment. The role includes troubleshooting hardware, software, and mobile device issues utilizing multiple technologies and resources. This individual provides first-level diagnosis and troubleshooting to support internal employees' functionality. The analyst is responsible for delivering efficient technology solutions while providing exceptional customer service. The individual must be committed to building long-term career goals with BAML, as we encourage internal mobility and growth for high-performing employees.
Responsibilities:
- Provide level one technology support for a global user base, including basic troubleshooting of Microsoft applications and proprietary systems.
- Handle inbound calls and chats from internal users worldwide.
- Troubleshoot hardware/software issues via telephone.
- Utilize multiple resources to determine causes and resolutions of technology problems and incidents.
- Technologies may include, but are not limited to: Windows 10/11, Mac OS, MS365 Suite, AVAYA, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), network fundamentals, operating system security patching, and ticketing systems.
- Consistently meet or exceed performance targets related to call handling and customer service.
Skills:
- Excellent written and verbal communication skills.
- Customer-centric/service mindset, detail-oriented, committed to quality work.
- Experience with Microsoft Office applications and troubleshooting.
- Knowledge of technologies: Windows 10/11, Mac OS, MS365 Suite, AVAYA, Cisco/VOIP, Blackberry, Android, iOS, network fundamentals, security patching, ticketing systems.
- 0-2 years of experience in banking or information technology preferred.
- 1-3 years of customer service experience preferred; in-house training provided as needed.
- Experience in a technology call & chat center environment is a plus.
- Entry level
- Full-time
- Information Technology
- Banking
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