Technology Support Specialist

JPMorgan Chase & Co.; Belleville (MI); On-site; USD 42,000 - 56,000; Full time

Job summary

JPMorgan Chase & Co. in Michigan is seeking a Technology Support Specialist to provide first-line technical assistance, handling hardware, software, and networking issues, and to ensure reliable service delivery.

You will use live chat and ticket-based tools to troubleshoot, document outcomes, and contribute to process improvements, with flexibility to work varied shifts including weekends.

Qualifications

• Up to 6 months of hands-on end-user support experience.
• Familiar with live chat and incident management workflows.
• Basic knowledge of hardware, software, and networking issues.
• Ability to balance tasks and document outcomes; weekend shifts

Responsibilities

• Provides basic first-line support for hardware, software, and technology issues through live chat and service requests, adhering to established processes and procedures
• Utilizes established problem-solving techniques and diagnostic tools to 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

Skills

First-line support

Customer service

Problem solving

Documentation

Time management

Teamwork

Tools

Live chat tools

Incident management

Runbooks

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 Team, 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, adhering to 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
• Flexibility to work varying days, including every other weekend, shift hours are 11:45pm to 12:15pm.

Preferred qualifications, capabilities, and skills

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