Technology Support Associate

Job Description
JPMorgan
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase& Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com .
Legal Department
The Legal Department of JPMorgan Chase & Co is responsible for the provision of legal services to the Corporation and is organized by practice groups that generally align with the Corporation's lines of business and corporate staff areas. This structure encourages legal teams and businesses and staff areas to discuss legal, regulatory and business developments effectively and in a timely manner.
Office of the General Counsel (OGC) supports the Legal department's delivery of legal services through an application of Legal and other professional disciplines. The candidate will be a member of the Legal Concierge desk within the Legal Solutions, Operations, and Data (LSOD) team. The Concierge team isa single point of contact for Legal users to obtain legal application support and assistance navigating and executing certain operational processes. The position will work as part of a team that coordinates closely with members across the Global Technology and Legal Product & Technology teams located in multiple locations.
Job Responsibilities:

• Legal Concierge team members are responsible for providing support and technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
• Act as the first line of support for requests involving Legal applications (iManage, Passport, Legal Billing, etc.) and legal operations processes (Data Loss Protectionor Outside Counsel processes, etc)
• Partner with Firm-wide Legal Technology and product owners to resolve application issues, defects, and conduct root cause analysis
• Address general inquiries on usage and "How To's" for legal applications (iManage, Passport, Intralinks, and legal billing) and operational processes (Data Loss Protection and Outside Counsel processes), as escalated through Concierge ticket requests
• Be a problem solver for Legal users requesting help with non-Legal specific and/or firmwide support questions
• Provide support (Mostly technical, but also some operational) for our primary end users, this includes on site as well as remote employees
• Provide administrative services including managing the Help Desk Ticket system and projects/tasks in given system and creating various documentation.

Required qualifications, capabilities and skills

• Good Customer Service skills - Applicant will be working between users, management, IT personnel, and external service providers, Applicant will assist keeping trouble tickets, projects, and documentation moving, Must be proficient in standard office software including Microsoft Office and Office 365.
• IT specific skills (GTI experience, Service Now, Desktop repair, enterprise systems management, Virtualization, Active Directory, etc).
• Provide remote support for the Legal customer infrastructure
• Experience with mainstream desktop applications
• Basic network connectivity and Internet (DNS, DHCP)
• Mobile Application Support
• Strong problem-solving skills with the ability to collect data, interact with diverse stakeholders and identify issues and solutions

Preferred qualifications, capabilities and skills

• Strong problem-solving skills with the ability to collect data, interact with diverse stakeholders and identify issues and solutions
• Required: Minimum of 2 years of experience with: GTI Experience, MS Windows, Office 365 Office Mobile, Reporting skills etc.
• Strong communication, critical thinking and problem-solving skills.

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
With large, global operations, the Legal team tackles complex issues and helps shape the regulations that affect the businesses. The group is organized into practice groups that align with the lines of business and corporate staff areas, which encourages collaboration on legal, regulatory and business developments as they arise.