Technology Support Senior Specialist

JPMorgan Chase & Co.•Jersey City, NJ

1d•Onsite

About The Position

Bring your Technology operations support expertise and join a team where you will manage and support one of the largest global VDI deployments of -340,000 virtual desktop instances across all regions. The role combines hands-on technical expertise with client-facing responsibilities, requiring both technical knowledge and strong communication skills. As a Technology Support Senior Specialist at JPMorganChase in Employee Compute Virtual Desktop Team within Employee Platforms, you are part of a team that is responsible to manage multiple areas of the firm’s VDI technology infrastructure. Your knowledge and expertise are leveraged to help set direction, implement, support and manage the entire VDI platform.

Requirements

6+ Months in overall Citrix platforms, latest Citrix Virtual Apps and Desktops 2402 LTSR with Citrix connection brokers, Citrix policies, delivery groups, StoreFront, Director
Experienced in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
Overall experience in Windows OS platform skills and knowledge (Win11, Win2025, GPO, Active Directory
Experience with automation frameworks in scripting and automation skills such as PowerShell
Solid understanding of risk, change and incident managements
Proven track record in a technical support environment
Excellent communication, analytical skills, inter-personal and liaison skills
Strong problem solving ability

Nice To Haves

Experienced in using and leveraging AI technology and products such as Co-pilot and Claude AI to automate and enhance work functions
Performance Metrics and Reporting as well as understanding of monitoring tools
Ability to set standard operating procedures and full documentation on process
Ability to manage corporate IT Audit Process

Responsibilities

Manages 340K on-prem VDI platform across the firm globally with VDI builds, capacity, performance and hygiene as part of VDI Operation team
Communicates with clients and stakeholders on execution and deliverable of the VDI platform and projects
Provides 24x7x365 follow the sun model on Level 3 customer support on issues and escalations for VDI infrastructure
Delivers standard process and procedures with change management and incident management
Works with multiple teams and projects across various technology partners with NAS, AD, Network, SQL
Conducts Technology Lifecycle Management programs, including hardware/software upgrades, end-of-life tracking, and technology refresh programs