JPMorgan Chase
Columbus, OH

Help Desk Level 1 Tech Support Lead at JPMorgan Chase (Columbus, OH)

| Columbus, OH
Sorry, this job was removed at 12:24 p.m. (CST) on Wednesday, May 18, 2022
Find out who's hiring in Columbus, OH.
See all Operations jobs in Columbus, OH
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Job Description As a CCB Service Desk Agent you will:
  • Responsible for responding and resolving information system incidents, to include coordination, root cause analysis and troubleshooting activities via live chats, inbound incidents, or phone calls
  • Identifies when urgent/critical issues need to be raised to PAC, L2, management and/or vendors for assistance
  • Implements a wide range of creative solutions and uses judgment based on technical and business knowledge to determine the best course of action to resolve technical issues that
  • Thinks creatively, leverages variety of tools to deliver solutions through continuous improvement
  • Articulates the business value and impact of advanced technical and non-technical information with ease
  • Owns issues from beginning to end and understands or influences the business and technology partners
  • Projects excellent command of business knowledge and has the ability to solicit input from internal and external sources
  • Provides guidance and acts as a resource to less experienced agents and helps them gain knowledge, experience and good judgment
  • Ensures that company standards and procedures including security and change control are being followed
  • Invests in relationships and improves collaboration with a "one team" mentality
  • Leverages knowledge of the client/customer's priorities and technology solutions to promote synergies, automation and reuse
  • Communicates effectively within and outside the team and builds shared understanding
  • Understands firm wide priorities and technology offerings and collaborates with teams where appropriate
  • Works to increase speed of delivery without compromising quality

Primary Responsibilities
  • Provides effective production support for user desktop issues via remote support toolsets
  • Responds to issues with field operations support technicians
  • Ability to identify problems, troubleshoot, and document incidents
  • Engage incidents in a multi disciplined environment
  • User service request completion
  • Incident escalations
  • Provide excellent customer service
  • Effective communication skills: written / verbal / listening
  • Serve as a lead agent that will assist the Service Delivery Manager in leading technical team by leveraging data and metrics; assist with trainings, building partnerships across business and tech partners

Required Qualifications: Competencies, Skills and Experience:
  • Ability to troubleshoot issues by probing, listening, and analyzing the situation, without relying on scripts and assist non-technical client base with technical issues through live chat, inbound incidents, emails, telephone support
  • Evaluate customer's concerns and work their issue through to an agreed upon resolution.
  • Must be customer focused, with ability to deal with upset clients, showing patience, empathy, sense of urgency, and understanding
  • Ability to confidently handle situations quickly and independently
  • Communicate effectively both written and verbal
  • Exceptional team player and demonstrated coaching skills
  • Produce detailed and accurate work
  • Identify and report trends
  • Contributes to continuous improvement culture
  • Acts as an owner and understands or influences the business and technology
  • Strategy
  • Proactively executes on current priorities and incorporates continuous feedback in order to build high quality and efficient technology solutions
  • Thinks creatively to deliver solutions through continuous improvement
  • Continuously delivers high quality firm wide technology solutions for our customers/clients/employees while accelerating the speed of software delivery, improving quality, security and stability
  • Supervisory experience preferred
  • Experience on VDI platforms - a plus Windows 7/10 platform support skills (preferably to MCP level) MS Office 2010/2013suite knowledge, Internet browsers Ability to work unsupervised and prioritize workloads

Hours of Work/Shift Timings
JPMorgan Chase has a global presence, therefore candidates should be flexible in their ability to work. The "primary" shift is during the hours that other Chase businesses' having Global Operations M-F, 6AM - 12AM US time zone, to include rotational weekends. Shift flexibility is required to respond to the team and business schedule changes, which may include nights and weekends.
About Us JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
See More
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • CloudFoundryLanguages
    • AzureLanguages
    • KubernetesLanguages
    • jQueryLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • AWS (Amazon Web Services)Frameworks
    • AccessDatabases
    • CassandraDatabases
    • DB2Databases
    • MariaDBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • DynatraceDatabases
    • Splunk Databases
    • PromtheusDatabases
    • GrafanaDatabases
    • ConfluenceManagement
    • JIRAManagement

What are JPMorgan Chase Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Professional Development Benefits
Tuition Reimbursement
Diversity Program

An Insider's view of JPMorgan Chase

What’s the vibe like in the office?

My favorite thing about JPMorgan Chase is the vast number of problems we solve, and the diversity it takes to do that. Moving money, enabling payments and producing a world class customer experience are just a fraction of what we work on. Because the office is so casual and open, I get to participate in discussions on all of this.

Nick S.

Executive Director, Software Engineering

What projects are you most excited about?

As one of the largest financial institutions in the world, our scope of impact is huge. Knowing that a system we deliver is responsible for things millions do daily such as paying for groceries, withdrawing cash, or getting a loan pushes us toward solutions that scale, which is the most challenging but also the most rewarding part of our projects.

Edwin T.

Executive Director, Site Reliability Engineering

How does the company support your career growth?

JPMorgan has helped me develop as a professional – both as a technologist and as a business leader. I have taken advantage of executive leadership training and development aligned to the firm’s culture of “How We Do Business.” I feel good about working for a firm that invests in its #1 asset – US!

Lupe C.

Executive Director

How do you empower your team to be more creative?

Empowerment for Idea generation, problem solving and innovation is best coming from those who do the work. I engage my technologist in high profile work and foster an environment where ideas are welcome. Empowerment of our technologists is the key to success. Teams dig in, innovate and identify ways to create a better client experience.

Dawn T.

Managing Director, Software Engineering

How does the company support your career growth?

Working at JPMC has been a wonderful experience. I love how much JPMorgan Chase cares about its communities by offering support of technologists to local non-profit organizations through social innovation programs. The company also invests in its employees and provides many learning opportunities to us.

Meng M.

Software Engineer

More Jobs at JPMorgan Chase