Principal Coordinator, Tech Operations
About The Position
Capital One is seeking a customer-first technology support associate for a large, geographically dispersed organization. This role will require excellent written and verbal communication skills and will focus on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, etc. Additional responsibilities may include providing technical support through remote access tools to resolve internal end-user issues and achieve first-call resolution, monitoring and responding quickly and effectively to tickets, calls, chats, or in-person service requests, interacting with end-users via soft phone or chat modules to resolve software and hardware issues, utilizing Service Now as the ticketing tool to track and escalate tickets for end-users, and assisting with the onboarding of new Agents by training and allowing others to shadow. The role also involves performing other tasks as needed and instructed by your manager.
Requirements
- High School Diploma, GED or equivalent certification
- At least 1 year of remote help desk support experience
Nice To Haves
- Associate’s Degree in Computer Science, Information Systems, and Engineering
- 2+ years of remote help desk support experience
- 1+ year of Mac support experience
- 1+ year of Windows OS support experience
- ITIL Certification, Mac Integration Basics Certificate, or Windows 10 Certificate
Responsibilities
- Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution
- Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests
- Interact with end users via soft phone or chat modules to resolve software and hardware issues
- Utilize Service Now as the ticketing tool to track and escalate tickets for end users
- Assist with onboarding of new Agents by training and allow others to shadow
- Perform other tasks as needed and instructed by your manager
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
