Technology Support Senior Analyst

Job description

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: The Technology Support Senior Analyst provides client-facing Level 2 technology support to employees across the Chile office, including front office, trading, back office, and premium user environments. The role owns incidents and service requests from initial diagnosis through resolution, minimizing business disruption and delivering a secure, reliable, and seamless employee technology experience. The analyst troubleshoots Microsoft operating systems, Microsoft 365 applications, workplace technology, mobile devices, and proprietary business applications; supports Windows 11 deployments and hardware provisioning; and partners with global infrastructure, engineering, application, security, and service management teams to resolve complex issues. Success requires strong customer service, disciplined follow-through, sound risk management, an ITIL-aligned and process-oriented mindset, and an understanding of how Chilean regulatory requirements affect endpoint configuration and daily operations. Responsibilities: Provide onsite and remote Level 2 support for laptops, desktops, mobile devices, printers, Microsoft 365 applications, meeting-room technology, connectivity, and proprietary business applications. Support front-office, trading, back-office, and premium users with a high degree of urgency, professionalism, and awareness of business impact. Own incidents and service requests end to end within the IT service management framework, meeting service-level expectations, maintaining clear user communication, and escalating appropriately. Diagnose and resolve hardware, software, operating system, Group Policy, security configuration, network, printing, and application issues; apply root cause analysis and contribute to problem management. Execute device provisioning, Windows 11 deployments, software installations, new-hire setups, hardware refreshes, office moves, and equipment replacements in accordance with enterprise standards. Partner with infrastructure, application support, engineering, information security, and global support teams to resolve complex or cross-functional issues. Coordinate with vendors for hardware repair, warranty service, and replacement while tracking progress through completion. Maintain accurate incident, request, asset, inventory, repair, and solution records in ServiceNow, BMC Remedy, or related systems. Apply asset management controls and manage risk during all support, deployment, and change activities. Interpret and follow Chilean regulatory and internal control requirements that affect computer settings, endpoint security, evidence, and daily technology operations. Identify recurring issues and process gaps, develop practical documentation, and support continuous improvement using ITIL and Lean principles. Communicate technical issues and solutions clearly to non-technical audiences while delivering a consistently positive customer experience. Required qualifications: Demonstrated experience providing desktop, help desk, or end-user technology support in a large-scale corporate environment. Strong knowledge of Windows 10 and Windows 11, Microsoft 365, desktop and laptop hardware, printers, mobile devices, and enterprise applications. Solid troubleshooting and problem-solving skills across hardware, software, connectivity, Group Policy, and endpoint security settings. Working knowledge of ITIL practices, including incident management, request fulfillment, problem management, and asset management. Experience using ServiceNow, BMC Remedy, or another enterprise ticket management platform. Basic command-line and PowerShell skills. Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users. Strong organization, attention to detail, ownership, and follow-through, with the ability to manage multiple priorities in a fast-paced environment. Ability to work independently and collaboratively across local and global teams. Flexibility to work within local support coverage hours. Preferred Qualifications Bachelor’s degree in information technology, Computer Science, Engineering, or a related field. Experience supporting financial services, trading, front-office, or other business-critical environments. Working knowledge of Active Directory, basic networking, endpoint management, and meeting-room collaboration technology. Familiarity with database concepts, regulatory manuals, and controls affecting technology operations in Chile. ITIL knowledge or equivalent service management training. Knowledge of Lean methodology and process optimization. Skills: 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