Technology Support (Legal Concierge) Associate

Job Description
The Legal Department at JPMorgan Chase manages legal and other risks, advises on products and services, interprets laws and regulations that impact the firm, and advises the firm on other matters. Our global team is made up of 2,000 lawyers and legal professionals with a reputation as thought leaders who deliver best-in-class services. As trusted advisors, we help the firm's clients while also safeguarding the integrity of the firm. We are committed to a culture of inclusivity and belonging, where people can grow and succeed throughout their careers while working for a first-in-class financial institution doing cutting-edge work. If these values resonate with you, we would like to hear from you.
As a Technology Support (Legal Concierge) Associate in Legal - you will troubleshoot and resolve issues related to Legal applications, firmwide technology and process incidents. You will respond to queries, runs diagnostic programs, isolates problems, and implement solutions. You will also p artner with firmwide Legal Technology team and product owners to resolve application issues, defects, and conduct root cause analysis.
Job Responsibilities

• Providing technical assistance and support related to computer systems, office mobile applications, hardware, or software.
• Act as the first line of support for requests involving Legal applications (iManage, LitHub, Passport, Legal Billing, etc.) and legal operations processes (Data Loss Protection or Outside Counsel processes, etc.)
• Address general inquiries on usage and training for legal applications (iManage, Passport, Intralinks, and legal billing) and operational processes (Data Loss Protection and Outside Counsel processes), as escalated through Legal 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 onsite as well as employees in other EMEA locations, outside of London
• Provide administrative services including managing the Help Desk Ticket system and operational projects/tasks.

Required qualifications, capabilities and skills

• IT specific skills (Global Technology Infrastructure (GTI), ServiceNow, desktop repair, enterprise systems management, Virtualization, and Active Directory, etc.)
• Good Customer Service skills - the Technology Associate will be working between users, management, IT personnel, and external service providers, as well as managing incident tickets in queues, project tasks, and creating knowledge articles.
• Be proficient in standard office software including M365 and other firmwide technologies.
• Provide support for infrastructure, interact with diverse user groups (new joiners and senior management)
• Experience with mainstream desktop applications
• Basic network connectivity and Internet (DNS, DHCP) experience
• Mobile application support across M365 and other firmwide technologies
• Strong problem-solving skills with the ability to collect data, key performance indicators (KPI's) metric analysis and insights

Preferred qualifications, capabilities and skills

• Strong problem-solving skills with the ability to collect data, interact with diverse stakeholders, and identify technical issue root causes and solutions
• Required: Work experience with: Global Technology Infrastructure (GTI) team, MS Windows, Office 365, Office Mobile, and incident metrics reporting
• Presentation skills, critical thinking, team trainings and problem-solving
• Provide troubleshooting to quickly identify and resolve network/security related incidents across a wide array of technologies and platforms

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.