Technology Support Senior Specialist - Branch Help Desk

at  JPMorganChase

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 Branch Help Desk in Corporate Technology 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.

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
• Experience with live chat, incident/service request management, and run books for system issue resolution
• Baseline knowledge of operational management and excellence
• Proven ability to balance tasks while documenting outcomes

PREFERRED QUALIFICATIONS, CAPABILITIES, AND SKILLS

• Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems
• Ability to document issues, procedures, and root cause
• Familiarity of the ServiceNow ticketing system

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

• Provides second level support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures
• Assists in the timely delivery of technology support services to our retail bankers, coordinate resources and activities to ensure high-quality standards and customer satisfaction
• Contributes to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise
• Uses problem-solving techniques, diagnostic tools, and best practices to Identify and resolve technical issues