Technology Support Senior Specialist

JPMorgan Chase; Kentucky; On-site; USD 55,000 - 85,000; Full time

Job summary

JPMorgan Chase in Kentucky is seeking a Technology Support Senior Specialist to provide first-line support for day-to-day technology tasks and guide end users toward efficient resolutions.

You will troubleshoot hardware, software, and networks, leverage enterprise AI capabilities for triage, and document outcomes while ensuring security and customer satisfaction.

Qualifications

• 6+ months of real-time end-user support experience including hardware, software, and networks.
• Experience using enterprise AI capabilities with strong data sensitivity awareness.
• Ability to review AI-assisted troubleshooting suggestions before acting.
• Experience with live chat, incident tickets, and runbooks.

Responsibilities

• Provide first-line support for hardware, software, and technology issues and resolve challenges efficiently.
• Use enterprise-authorized AI capabilities to speed up triage while validating outputs and maintaining data security.
• Coordinate resources to deliver technology support services and document outcomes.
• Apply knowledge of hardware, peripherals, devices, and networks to maintain system functionality.

Skills

First-contact support

End user support

AI capabilities usage

Troubleshooting hardware

Troubleshooting software

Network troubleshooting

Documentation and runbooks

Security and data handling awareness

Incident management

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