Technology Support Senior Specialist

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Sr Specialist in the Employee Platforms team.

You will provide first-line support for hardware, software, and technology issues, using leading practices to ensure high customer satisfaction while focusing on efficiency and continuous service improvement. You will apply problem-solving techniques, validate AI-assisted troubleshooting suggestions, and document outcomes for internal customers.

Qualifications

• 6+ months of experience providing first-contact solutions and end-user support.
• Experience using enterprise-authorized AI capabilities to support end-user workflows with validation and data-sensitivity awareness.

Responsibilities

• Provide first-line support for hardware, software, and technology issues and resolve challenges efficiently following established processes.
• Use enterprise-authorized AI capabilities to speed up triage and knowledge capture while validating outputs and handling data securely.
• Assist in delivering technology support services to internal customers, coordinate resources to ensure high quality and satisfaction, 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

End-user support

Documentation skills

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