Principal Coordinator, Tech Operations

capitalone; New York (NY); On-site; USD 75,000 - 86,000; Full time

Job summary

Capital One is seeking a Principal Coordinator, Tech Operations in New York, to provide customer-first technology support for a large, geographically dispersed organization. The role focuses on troubleshooting Windows and Mac laptops, mobile devices, and password resets, with responsibilities including training new agents and handling escalations via ServiceNow.

Candidates should have a High School Diploma or GED and at least 1 year of remote help desk experience; preferred qualifications

Qualifications

• High School Diploma, GED or equivalent certification.
• At least 1 year of remote help desk support experience.

Responsibilities

• Provide technical support through remote access tools to resolve end user issues and achieve first call resolution.
• Monitor and respond quickly to tickets, calls, chats, or in-person service requests.
• Interact with end users via soft phone or chat to resolve software and hardware issues.
• Utilize ServiceNow as the ticketing tool to track and elevate tickets for end users.
• Assist with onboarding of new Agents by training and shadowing others.
• Perform other tasks as needed by your manager.

Skills

Remote help desk support

Customer service

Ticketing

Education

High School Diploma / GED

Associate's Degree (CS/IS/Engineering)

Tools

ServiceNow

Job description

Principal Coordinator, Tech Operations

Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. Technical support 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:

• 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 elevate 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

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 1 year of remote help desk support experience

Preferred Qualifications:

• 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

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (e.g. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-3, and O-1, or any other forms of work authorization that require immigration support from an employer).

New York, NY: $75,400 - $86,100 for Principal Coordinator, Tech Operations

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

This role is expected to accept applications for a minimum of 5 business days.