Associate, Tech Operations

Capital One • New York, NY

1d • $89,200 - $101,700 • Onsite

About The Position

Do you love pioneering in the technology operations space? Do you enjoy solving complex business problems in a fast-paced, collaborative, inclusive, and customer-focused environment? At Capital One, you'll be part of a big group of makers, breakers, doers and disruptors, who love to solve real problems and meet real customer needs. We are seeking Tech Operations Professionals who are passionate about operational excellence, automation, and delivering seamless customer experiences to join our team. In this role, you’ll have the opportunity to be on the forefront of driving operational reliability and transformation across Capital One.

What You’ll Do:
This role will provide onsite customer 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 users’ technical issues with a heavy focus on laptop support with an even mix of Windows PCs, Macs, and Mobile Devices. 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, and the ability to effectively manage up and collaborate well with immediate peers.

Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues to the appropriate teams to ensure rapid restoration of service
Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures
Assist with automation efforts by supporting the development or execution of basic scripts and tools to improve efficiency in recurring operational tasks

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 experience with incident management and reporting tools
• At least 1 year of experience with networking fundamentals (DNS, DHCP, TCP/IP)
• At least 1 year of experience with scripting languages (PowerShell, Python, or Bash) for automating routine operational tasks

Nice To Haves

• Bachelor’s Degree in Business, Information Systems, or Computer Science
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 1+ years of experience with CMDB and incident management technologies
• ITIL Certification
• CompTIA A+ or Network+ certification
• Experience tracking and improving support metrics
• Familiarity with cloud-based productivity tools or virtualization technologies (e.g., AWS, GCP, Azure, or VMware)

Responsibilities

• Provide onsite customer support for a geographically dispersed enterprise workforce.
• Provide technology support operations including end user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls.
• Identify and resolve internal users’ technical issues with a heavy focus on laptop support (Windows PCs, Macs, and Mobile Devices).
• Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues to the appropriate teams to ensure rapid restoration of service.
• Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures.
• Assist with automation efforts by supporting the development or execution of basic scripts and tools to improve efficiency in recurring operational tasks.

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED