Senior Desktop Support & Incident Resolution Lead

Bank of America

Charlotte (NC)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Bank of America in Charlotte, NC is seeking an experienced desktop support specialist to assist client-facing, revenue-generating teams. This role handles complex technical problem resolution remotely, by phone, and on site, with strong focus on service levels, care, and empathy.

You will work with cross-functional teams, escalate appropriately, and document solutions. Strong communication, ownership, and proactive follow-up are essential to ensuring smooth operations and user satisfaction.

Qualifications

Supports complex technical resolution of hardware/software issues for end users.
Requires strong customer service and effective communication skills.
Ability to adapt to shifting priorities in a dynamic environment.
Must demonstrate urgency and responsiveness.
Excellent verbal and written communication, with attention to detail.

Responsibilities

Supports day-to-day restoration of incidents and work orders for hardware and software, ensuring service levels.
Resolves incidents through the service lifecycle and follows incident management processes.
Interfaces between end users and third-party hardware vendors to resolve tickets.
Collaborates with desktop engineering, product managers, and application support teams to identify resolutions.
Investigates complex technology incidents to diagnose root causes.