Associate, Support Operations (VideoRoom Tech)

Capital One•Chicago, IL

18d•Onsite

About The Position

As a Video Support Operations Technician at Capital One will perform a variety of tasks to ensure Audio Visual, Zoom, Digital Signage and Cafe platforms are fully operational. This role will provide onsite customer support for a geographically dispersed enterprise workforce. This role will provide onsite support for a geographically dispersed enterprise workforce. Responsible for providing technology support operations including, but not limited to, end user support, IT incident Management, change management, problem management, knowledge management, endpoint management, and business controls. This position will require excellent customer service and quick decision making skills to identify and resolve internal user's technical issues This role requires a focus on execution, accountability, and results to improve the end user experience while driving operational efficiencies. The ideal candidate will have strong verbal and written communication skills, effectively manage up, and collaborate well with immediate peers. This role will support and maintain the corporate and retail spaces as designed and/or approved. This is an onsite role and may require some overtime when needed.

Requirements

High School Diploma, GED, or equivalent certification
At least 1 year of Technical Operations experience
At least 1 year of experience with IT systems and infrastructure
At least 1 year of experience with desktop platforms and operating systems
At least 1 year of with incident management and reporting tools

Nice To Haves

Bachelor’s Degree in Business, Information Systems, Computer Science
1+ year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
1+ year of experience with ServiceNow
2+ years of experience with Windows 10
2 + years of Audio Visual experience
1+ year of experience with Architectural and Wiring Drawings
1+ year of experience in room control systems (Crestron or AMX)
1+ year of experience with Audio Digital Sound Processing, Digital Sound Consoles, or Digital Lighting Consoles
1+ year of experience with cloud based video conference platforms
1+ year of mobile device support

Responsibilities

Support and maintain technology
Document and maintain Asset Inventory Database
Manage incidents in the Enterprise Ticket system
Endpoints and Infrastructure (Poly)
Support Zoom and Zoom Room Platform - Upgrade and Manage Zoom Devices through the Dashboard
Support Digital Signage Platform
Perform Preventive Maintenance on technology
Perform User Acceptance Testing (UAT)
Perform On-call duty rotation
Perform After-hour and weekend Project work as needed
Perform Remote support of enterprise devices
Perform Remote support of fellow team members and other sites
Manage Vendor relationships
Operations Staff is to report On-Site Monday thru Friday (essential personnel)