Technology Support Senior Specialist

JPMorgan Chase & Co.; Kentucky; On-site; USD 52,000 - 70,000; Full time

Job summary

JPMorgan Chase & Co. in Kentucky seeks a Technology Support Sr Specialist within the Employee Platforms team to deliver first-line support for day-to-day technology activities, troubleshoot hardware, software, and network issues, and uphold high customer satisfaction.

You will use enterprise AI capabilities to speed triage, document outcomes, and contribute to continuous improvement in service delivery while maintaining data sensitivity and security.

Qualifications

• 6+ months of experience providing first-contact solutions and end user support in real-time.
• Experience using enterprise-authorized AI capabilities to support end-user technology workflows with validation processes.
• Ability to review and validate AI-assisted troubleshooting suggestions before action, following security/data handling guidelines.

Responsibilities

• Provide first-line support for hardware, software, and technology issues and resolve challenges efficiently following established processes.
• Use enterprise AI capabilities to speed up issue triage and knowledge capture, validating outputs and handling data securely.
• Assist in timely delivery of technology support services to internal customers, coordinate resources, and document outcomes effectively.
• Contribute to system functionality by applying knowledge of hardware components, peripherals, devices, and networks.

Skills

First-line support

Customer support

AI-assisted troubleshooting

Incident management

Documentation

Networking basics

Hardware/software troubleshooting

Tools

Enterprise AI tools

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