Analyst II / Help Desk - Non Trading Support
Company Name:
Bank of America Corp.
Title: Analyst II / Help Desk - Non Trading Support
Location: DE-Newark
Other Locations:
This is a mid-level desktop position in the Retail Associate Support organization. This role entails hands on desktop support, move/add change activity, and project participation.
Primary responsibilities include, but are not limited to:
Provide break/fix support for PC software and hardware issues, LOB specific applications, and diagnosing network/voice issues in a call center environment.
Interact with technical vendors and other internal teams to troubleshoot issues and implement solutions.
Manage and complete move/add/change requests.
Provide timely updates on outstanding issues to business partners as required by service level agreement.
Patricipate in LOB projects and corporate initiatives as needed.
Enterprise Role Overview
Supports Non-Trading functions of Wealth and Investment Management, GTS and GCIB. Performs analytical, technical, and administrative work in installing and supporting new and existing personal computer equipment and software under moderate supervision. Consults with end users, typically in face-to-face first call resolution, to determine optimal configuration of equipment and applications. Rapidly installs new hardware, software, and maintains existing hardware. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Typically 1-3 years of IT experience.
Required Skills:
Strong customer service & communication skills.
Must work well in a Team environment.
Experience with installing/configuring/supporting Windows XP, Windows 7, VPN, Office products, and other business critical software.
Experience troubleshooting and providing support remotely.
Strong troubleshooting/analytical skills.
Working knowledge of software deployment tools (e.g. Tivoli/SMTools, CM2012.)
Overtime availability as needed
Desired Skills:
Previous experience supporting a call center environment
Strong understanding of networking and ability to troubleshoot network issues from the desktop perspective
Basic scripting skills and ability to automate tasks a plus.
Project management experience
Microsoft or Cisco certifications a plusTS-Trading Support
Organization: 2721156-TECHNOLOGY INFRASTRUCTURE FEstimated Salary: $20 to $28 per hour based on qualifications.
Bank of America Corp.
Title: Analyst II / Help Desk - Non Trading Support
Location: DE-Newark
Other Locations:
This is a mid-level desktop position in the Retail Associate Support organization. This role entails hands on desktop support, move/add change activity, and project participation.
Primary responsibilities include, but are not limited to:
Provide break/fix support for PC software and hardware issues, LOB specific applications, and diagnosing network/voice issues in a call center environment.
Interact with technical vendors and other internal teams to troubleshoot issues and implement solutions.
Manage and complete move/add/change requests.
Provide timely updates on outstanding issues to business partners as required by service level agreement.
Patricipate in LOB projects and corporate initiatives as needed.
Enterprise Role Overview
Supports Non-Trading functions of Wealth and Investment Management, GTS and GCIB. Performs analytical, technical, and administrative work in installing and supporting new and existing personal computer equipment and software under moderate supervision. Consults with end users, typically in face-to-face first call resolution, to determine optimal configuration of equipment and applications. Rapidly installs new hardware, software, and maintains existing hardware. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Typically 1-3 years of IT experience.
Required Skills:
Strong customer service & communication skills.
Must work well in a Team environment.
Experience with installing/configuring/supporting Windows XP, Windows 7, VPN, Office products, and other business critical software.
Experience troubleshooting and providing support remotely.
Strong troubleshooting/analytical skills.
Working knowledge of software deployment tools (e.g. Tivoli/SMTools, CM2012.)
Overtime availability as needed
Desired Skills:
Previous experience supporting a call center environment
Strong understanding of networking and ability to troubleshoot network issues from the desktop perspective
Basic scripting skills and ability to automate tasks a plus.
Project management experience
Microsoft or Cisco certifications a plusTS-Trading Support
Organization: 2721156-TECHNOLOGY INFRASTRUCTURE FEstimated Salary: $20 to $28 per hour based on qualifications.
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