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!

• Deliver superior End User Experience while ensuring a managed, secured End User environment
• Support various LOB users through direct end user support or through projects that deliver changes to the end user environment
• Keeping endpoint devices in compliance with Bank standards
• Handle client questions, incidents, and requests. Tracking, measuring, and escalating as appropriate
• Adhere to industry and corporate standards and best practices while maintaining a high level of efficiency
• Assist with patching and upgrading End User devices
• Availability for ad-hoc work after hours and on weekends where necessary
• Ability to work in a high-pressure, fast-moving environment
• Provide IT support to major conferences and events

• Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed 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

• Bachelor degree holder in Computer studies or IT related disciplines
• Extensive experience in supporting trading and banking
• Knowledge of desktop operating systems and infrastructure required to implement and support enterprise deployments
• Knowledge of various AV software and hardware equipment
• Knowledge of Desktop Services, Cyber security and Identity and Access standards and practices
• Project and event management skill
• Analytical, problem solving, facilitation skills
• Positive attitude, self-motivated, able to work under pressure and accept challenges, supportive attitude for other teams
• Strong team player, able to work efficiently under pressure
• Proactively plan and identify risk to be remediated
• Strong focus on client experience
• Basic understanding of BNM Risk Management in Technology (RMiT)

• Hardware Knowledge: Proficient in troubleshooting and repairing Desktop, Laptop and Thin Client
• Operating System: Expertise in Windows 10, 11, LTSC,
• iOS, iPadOS for installation and maintenance
• Networking: Basic knowledge of network configuration, TCP/IP, Firewall and troubleshooting connectivity issues
• Security: Understand data loss protection, encryption, and cybersecurity best practices
• Customer Service: Strong communication skills, ability to simplify complete technical terms into understandable language for our customers
• Software Management: skills for installing, updating, troubleshooting, and maintaining software applications and security patches
• Virtualization: familiarity with virtual machines
• Automation: Knowledge in PowerShell scripting