Senior Tech Support Specialist - AI-Enabled Helpdesk

Socket.dev; Columbus (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

JPMorgan Chase is seeking a Technology Support Sr Specialist to provide first-line support for hardware, software, and enterprise technology in our Employee Platforms team. You will analyze and resolve issues, use AI-assisted workflows with validation, and document outcomes to ensure accurate knowledge capture and continuous improvement in service delivery.

Join a diverse, inclusive workplace that values customer satisfaction, security, and collaboration as we deliver reliable technology

Qualifications

• 6+ months of experience in providing first-contact solutions and end user support for hardware, software, and networks.
• Ability to review and validate AI-assisted troubleshooting suggestions before action.
• Experience with live chat and incident/service request management.
• Strong documentation and organizational skills.

Responsibilities

• Provide first-line support for hardware, software, and technology issues and resolve challenges efficiently using established processes.
• Use enterprise-authorized AI capabilities to speed up triage and knowledge capture with strong validation and data handling awareness.
• Assist in timely delivery of technology support services to internal customers and document outcomes.
• Contribute to system functionality by applying knowledge of hardware, peripherals, devices, and networks.

Skills

First-line support

AI-assisted troubleshooting

Incident management

Documentation

Security awareness

Task balancing

Tools

Enterprise AI capabilities

Job description

JPMorgan Chase is seeking a Technology Support Sr Specialist to provide first-line support for hardware, software, and enterprise technology in our Employee Platforms team. You will analyze and resolve issues, use AI-assisted workflows with validation, and document outcomes to ensure accurate knowledge capture and continuous improvement in service delivery.

Join a diverse, inclusive workplace that values customer satisfaction, security, and collaboration as we deliver reliable technology