Technology Support Sr. Analyst (Trading Support)

Bank of America; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

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.

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

Tools

Windows 11

M365 Office

Teams

OneDrive

Intune/M365 Mobile

Apple iPhone/iPad iOS

HP laptops/desktops

Job 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 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:

This job is responsible for supporting client-facing, revenue generating lines of business in an elevated desktop role, acting as a seasoned contributor on a local/national level to perform complex technical problem resolution and request fulfillment of operating systems, applications, and hardware. Key responsibilities include effectively supporting organizational initiatives to find efficient solutions to operating problems, fulfilling service requests and communicating technical information to clients and partners with care and empathy and without technical jargon. The resource is expected to have sound judgement with excellent customer service and proven effective verbal and written communications skills with a collaborative, team-player attitude. The resource is also expected to be organized and detailed, takes initiative with strong proactive and follow-up skills, and takes ownership for managing risk during all job activities.

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:

• Technical support experience with Windows 11, M365 Office, Teams, OneDrive, Intune/M365 Mobile, Apple iPhone/iPad, iOS, HP laptops/desktops/thin clients
• Strong customer service skills
• Proven effective communication skills (verbal and written)
• Strong sense of urgency and responsiveness
• Balances detail-oriented thinking with strong situational awareness
• Ability to adapt to shifting priorities in a dynamic, high-touch support environment

Desired Qualifications:

• 5+ years of Technical support experience
• Experience with Bloomberg and other market data, Omnissa Horizon HVD & HRD
• Project management experience
• Advanced Excel knowledge
• SharePoint administration

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:

1st shift (United States of America)

Hours Per Week:

40