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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

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

LOB Specific Job Description

Position Summary

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. Execute RES (CWP) workplace; moves related move, add & change.

Equipment Forecasting & Procurement for trading and non-trading. Execute and support all large scale decommissions in line with RES (Real Estate Services). Flexible Workspace Sites - Teammate who work in a Flexible Workspace, we’ve made it easy for you to report issues with workspace technology. This includes hardware issues and connectivity problems. A dedicated team is standing by ready to help. Execute and manage all refresh actives across the US with - DMAC Managers ensure that all react refresh activities are managed seamlessly and in accordance with the standards set by our enterprise refresh teams! Coordination responsibilities include consulting on complex fulfillment requests, vendor engagement, and submitting change management requests.

Minimum Years of Experience

• 1

Required Qualifications

• 3-5 years of Technology Move, Add, Change coordination and/or fulfillment experience required.
• Experienced with command line knowledge and/or PowerShell.
• Position needs to be organized and detailed, with strong follow-up skills.
• Takes ownership for managing risk during all job activities.
• Client interfacing position requires customer service background and the ability to respond to email and telephone inquiries.
• Environment is fast paced and the ability to adapt to changing business needs while remaining detail focused is critical.
• Technical proficiency - may include, but not limited to Windows 10, Microsoft Office Suites and working in a previous MAC Service Request Management ticketing environment.
• Excellent analytical/troubleshooting skills to support break-fix of; Windows Operating System, Microsoft Office Suite, Internet, GPO, printer & core applications.
• Excellent written and verbal communication skills, and able to communicate technical issues to non-technical audiences.
• Able to manage multiple issues simultaneously.
• Operates well in a fast paced environment.
• Experience with Remedy, or other ticketing systems preferred.
• Ability to work well alone or in a team environment.
• This position requires to be in office 5 days a week .WFH is not available .
• May be asked to work Sat/Sun if/as needed .

Desired Qualifications

• Experience in a fast paced high request volume environment is critical.

• Must have very strong communication skills (both written and oral).
• Ability to multi-task and have prior experience with common request management ticketing systems.
• Prior experience with change management is a plus.
• Ability to consistently meet or exceed performance targets and goals correlated with complex MAC ( Move Add Change) request management and meet tight deadlines in a demanding environment.
• Knowledge/exposure to the telecommunications environment is desired.

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

Pay Transparency details

US - NJ - Pennington - 1300 American Blvd - Hopewell Bldg 3 (NJ2130)

Pay and benefits information

Pay range

$39.43 - $59.94 hourly pay, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Job Tags

Hourly pay, Full time, Work at office, Local area, Work from home, Flexible hours, Shift work, Day shift,

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