Technology Support II - Branch Help Desk

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.As a Technology Support II Branch Help Desk team member in Corporate Technology Employee Platforms team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.Job responsibilities

Leads a high volume, diverse team of Level 2 technicians

Analyzes and troubleshoots production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm

Improves operational stability and availability through participation in problem management

Monitors production environments for anomalies and address issues utilizing standard observability tools

Assists in the escalation and communication of issues and solutions to the business and technology stakeholders

Identifies trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure

Performs other duties as assigned by the NA Branch Technology Support Tower Lead

Required qualifications, capabilities, and skills

2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

2+ years of experience in leading a high volume technological support team

Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud

Exposure to observability and monitoring tools and techniques

Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

Knowledge of one or more general purpose programming languages or automation scripting

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

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