Technology Support Senior Specialist

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

Embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.

As a Technology Support Sr Specialist in Employee Platforms team, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves troubleshooting hardware, software, and technology issues within the organization. You will maintain high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.

Job responsibilities

• Provide first-line support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures, using problem-solving techniques, diagnostic tools, and best practices to identify and resolve technical issues
• Uses enterprise-authorized AI capabilities within the work environment to speed up issue triage and knowledge capture (e.g., drafting ticket summaries and suggested next steps), validating outputs and handling data according to sensitivity and security requirements.
• Assist in the timely delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction, and document outcomes effectively
• Contribute to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise

Required qualifications, capabilities, and skills

• 6+ months of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support end-user technology support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted troubleshooting suggestions before action, escalating when uncertain and following security and data handling expectations.
• Experience with live chat, incident/service request management, and runbooks for system issue resolution
• Baseline knowledge of operational management and excellence
• Proven ability to balance tasks while documenting outcomes

Responsibilities

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.