Sr. Associate, Support Operations

Capital One • Mclean, VA

41d • Onsite

About The Position

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 user's technical issues with a heavy focus on laptop support with an even mix of Windows PC's, 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, effectively manages up and influences leadership, and collaborates well with immediate peers.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 1 year of experience in managing IT projects or operations teams
• 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

Nice To Haves

• Bachelor's Degree in Business, Information Systems, or Computer Science
• 1+ years of experience defining, implementing, and leveraging process (change, incident, problem) management functions
• ITIL Certification
• 1+ year of experience with ServiceNow
• 1+ year of experience in Project Management (planning, executing, tracking)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees