Provisioning Support Engineer - VDI (25419) - JPMC

Role Summary
Seeking a detail-oriented Provisioning Support Engineer with a focus on employee compute environments. This position involves providing comprehensive support for Virtual Desktop Infrastructure (VDI) platforms, assisting with user provisioning, and supporting project initiatives. The role demands a service-oriented mindset, strong technical expertise, and the ability to work in a fast-paced, global support environment, ensuring an exceptional client experience at all times.

Responsibilities

• Manage incidents and service requests within a multi-disciplinary support environment, ensuring timely resolution.
• Complete user service requests accurately and within established SLA metrics.
• Act as a primary point of contact for a diverse, global client base, providing support across various regions and organizational levels.
• Maintain clear and consistent communication with team members, documenting requests and feedback with precision.
• Contribute to ongoing Virtual Desktop Infrastructure (VDI) project initiatives and provisioning efforts.
• Support user provisioning processes in a global VDI environment.
• Collaborate with cross-functional teams to resolve technical issues efficiently.
• Follow up with clients to ensure satisfaction and issue resolution.
• Maintain knowledge of industry best practices related to VDI and user provisioning.
• Assist in identifying opportunities to improve support processes and workflows.

Qualifications

• Minimum of 3 years of experience supporting Virtual Desktop Infrastructure (VDI) platforms.
• Strong working knowledge of Windows 11 operating system and Active Directory.
• Proficiency in Microsoft Office Suite, especially Excel and Outlook.
• Familiarity with web browsers and web-based tools commonly used in enterprise environments.
• Excellent communication and customer service skills, with confidence managing critical situations via phone.
• Strong interpersonal skills and the ability to liaise effectively across teams and client groups.
• Solutions-focused mindset with the ability to assess the business and technical impact of issues.
• Ability to work independently, manage multiple priorities, and adapt to shifting demands.
• Availability to work on-site in accordance with position requirements.
• Must be legally authorized to work in the United States.

Publishing Pay Range: $34.86 - $36.98 Hourly

This position is based in office and requires employee to work on-site.