Technology Support Specialist

JPMorgan Chase & Co.; Aurora (CO); On-site; USD 52,000 - 64,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Specialist within Corporate Data Center Services to help ensure a smooth tech experience in a dynamic environment. You will provide basic first-line support for hardware, software, and tech issues, using live chat and established procedures.

In this role, you will apply diagnostic tools, contribute to process improvements, and balance multiple tasks while documenting outcomes, all while upholding high customer satisfaction.

Qualifications

• Up to 6 months of experience providing first-contact end-user support.
• Experience with live chat, incident/service requests, and runbooks to solve system issues.
• Baseline knowledge of typical technology operational issues.
• Ability to balance tasks while documenting outcomes.

Responsibilities

• Provides basic first-line support for hardware, software, and technology issues through live chat and service requests, adopting established processes and procedures
• Utilizes established problem-solving techniques and diagnostic tools to identify, analyze, and resolve technical issues, minimizing downtime
• Applies knowledge of hardware components, networking concepts, and operational management to support systems
• Contributes to improvement of processes by identifying optimization areas and providing feedback on solutions

Skills

Problem-solving

First-line support

Customer service

Live chat tools

Documentation

Tools

Runbooks

Incident management tools

Diagnostic tools

Job description

Step into the role of technology support, where your expertise shapes the seamless tech experience in a dynamic cultural environment.

As a Technology Support Specialist in Corporate Data Center Services, you are a key part of a team that leverages best practices to support day-to-day technology activities. Your role involves assisting and troubleshooting hardware, software, and technology issues within the firm. You are committed to executing with efficiency and are focused on continuous improvement in service delivery, all while upholding a high level of customer satisfaction.

Job responsibilities

• Provides basic first-line support for hardware, software, and technology issues through live chat and service requests, adopting established processes and procedures
• Utilizes established problem-solving techniques and diagnostic tools to systematically identify, analyze, and resolve technical issues, ensuring minimal downtime and optimal system functionality
• Applies emerging knowledge of hardware components, networking concepts, and operational management to support and maintain technology systems
• Contributes to the improvement of processes and procedures by identifying optimization areas and providing feedback on potential solutions

Required qualifications, capabilities, and skills

• Up to 6 months of experience in problem-solving and delivering first contact end-user support to help resolve issues in real-time, including hardware, software, and network support
• Exposure to support communication and resolution tools such as live chat, incident/service request management, and runbooks to help solve system issues
• Baseline knowledge of typical technology operational issues
• Ability to balance tasks while documenting outcomes

Preferred qualifications, capabilities, and skills

• Familiarity with troubleshooting techniques for hardware, software, and technology systems
• Capability to document issues, procedures, and root cause analysis