Technology Support Consultant

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Technology Support Consultant

Apply locations Pennington time type Full time posted on Posted Yesterday time left to apply End Date: February 28, 2025 (6 days left to apply) job requisition id 25005377

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 a diverse and 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.

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 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.

Core Support Services
Provide Core Support Services including Service Request Fulfillment. All clients engage DMAC through Service Request portal ITSM (BMC Remedy IT Service Management) and are provided with ongoing support through various methods including Skype chat portal, telephone, and email. Resources are a mix of front-line client facing and back office administrative support for daily business operations. Talent depth and experience levels are broad while bringing specialization to support Lines of Business unique requirements.

DMAC supports and maintains all current bank approved devices as well as asset management, deployments, imaging, decommissioning of all campus renovations and all approved small/large scale CWP (Corporate Workplace Projects), including acquiring net new office space while outfitting the newly designed space modernization sites with new net hardware. DMAC offers a personalized and hands-on approach for all our clients, we collaborate closely with all technology departments to ensure we achieve the best results possible. Our goal is to provide a seamless and efficient experience for our clients no matter what type of service they require. By working in partnership with our colleagues in technology we can deliver the highest quality outcomes for our customers.

Service request coordination and fulfillment services procure devices with windows-based build or additional above the line applications.

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.

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. 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 activities 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.

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.

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

About Us

Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.