Technology Support Sr. Analyst (Trading Support)
On-siteCharlotte, North Carolina, United States
Job Summary
Support client-facing, revenue-generating lines of business by performing complex technical problem resolution for operating systems, applications, and hardware. Execute the day-to-day restoration of incidents and work orders, ensuring adherence to agreed-upon service levels while facilitating reactive and proactive problem resolution throughout the service lifecycle. Interface with end users and third-party hardware vendors to resolve dispatch tickets, partnering with desktop engineering and application support teams to identify incident resolutions. Investigate complex technology incidents to diagnose underlying causes impacting end users, communicating technical information with care and empathy without jargon. Work in the 1st shift with 40 hours per week in an in-office culture at Bank of America.
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
- 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
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
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