Senior IT Support Coordinator (Remote Help Desk)

Information Technology Senior Management Forum; Richmond (VA); On-site; USD 53,000 - 61,000; Full time

Job summary

Capital One is seeking a customer-first technology support associate for a large, geographically dispersed team. The role focuses on troubleshooting laptop (Windows & Mac), mobile device support, password resets, and related IT help desk tasks.

Responsibilities include remote issue resolution, ticketing via ServiceNow, and assisting with onboarding of new agents. Strong communication skills are essential for success in this role.

Qualifications

• High School Diploma, GED or equivalent certification.
• An associate’s degree in Computer Science, Information Systems, or Engineering is preferred.
• ITIL Certification or related certs are preferred.
• Mac Integration Basics Certificate or Windows 10 Certificate are preferred.
• 1+ year of remote help desk support experience and device support for Mac and Windows are preferred.

Responsibilities

• Provide technical support through remote access tools to resolve end user issues and aim for first call resolution.
• Monitor and respond 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 escalate tickets.
• Assist with onboarding of new Agents by training and allowing others to shadow.

Skills

Remote help desk

Mac support

Windows OS support

ServiceNow

Education

High School Diploma or equivalent

Associate’s Degree in Computer Science/IT

ITIL Certification

Mac Integration Basics Certificate

Windows 10 Certificate

Tools

Remote access tools

Job description

Capital One is seeking a customer-first technology support associate for a large, geographically dispersed team. The role focuses on troubleshooting laptop (Windows & Mac), mobile device support, password resets, and related IT help desk tasks.

Responsibilities include remote issue resolution, ticketing via ServiceNow, and assisting with onboarding of new agents. Strong communication skills are essential for success in this role.