Technology Support Senior Specialist

Responsibilities

• Manage and support a global on-prem VDI platform consisting of over 340,000 virtual desktop instances.
• Provide Level 3 technical support on a 24x7x365 follow-the-sun model to resolve infrastructure issues and escalations.
• Execute VDI builds, capacity planning, performance monitoring, and hygiene management.
• Collaborate with cross-functional technology partners including NAS, AD, Network, and SQL teams.
• Conduct technology lifecycle management, including hardware/software upgrades and end-of-life tracking.
• Deliver standard processes and procedures within change and incident management frameworks.
• Communicate effectively with clients and stakeholders regarding VDI platform deliverables and projects.

Requirements

• 6+ months of experience with Citrix platforms, specifically Citrix Virtual Apps and Desktops (including connection brokers, policies, delivery groups, StoreFront, and Director).
• Strong proficiency in Windows OS platforms (including Win11, Win2025, GPO, and Active Directory).
• Experience with automation and scripting using PowerShell.
• Proven track record in a technical support environment with experience triaging hardware, software, and network issues.
• Solid understanding of risk, change, and incident management protocols.
• Excellent analytical, problem-solving, and interpersonal communication skills.

Preferred Qualifications

• Experience leveraging AI technology and products (such as Co-pilot or Claude AI) to automate and enhance work functions.
• Proficiency with performance metrics, reporting, and various monitoring tools.
• Ability to develop standard operating procedures and comprehensive process documentation.
• Experience managing corporate IT Audit processes.

About the Company

JPMorganChase is a leading global financial institution providing innovative solutions to millions of consumers, small businesses, and prominent corporate and government clients. With a history spanning over 200 years, we are leaders in investment banking, consumer banking, asset management, and financial transaction processing.