Senior IT Support Operations Coordinator

Capital One National Association; Plano (TX); On-site; USD 62,900 - 71,800; Full time

Job summary

Capital One is seeking a Principal Coordinator, Support Operations in Plano, TX. This role supports a fast-growing team across divisions with a heavy focus on laptop support for Windows PCs, Macs, and mobile devices.

You will take intake calls, provide customer-focused support, and collaborate with peers to improve processes. Ideal candidates have at least 1 year in tech support, remote admin, experience with Windows 10 and ticketing tools like Zendesk, HPSM, or ServiceNow.

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 1 year of experience in tech support and administration.
• At least 1 year of remote tech administration and end user support.
• At least 1 year of experience with Windows 10.
• At least 1 year of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).
• Bachelor's Degree in Business, Information Systems, Computer Science, or military experience.
• 1+ years of experience with Active Directory services integration.
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.
• 1+ years of experience with virtualization technologies, including VMware tools.
• 1+ years of macOS Server administration experience.
• 1+ years of experience with Active Directory.
• 1+ years of experience with macOS - High Sierra or earlier operating system.
• 1+ years of experience with platform management and integration, including JAMF Casper Suite or SCCM.
• 1+ years of experience with productivity tools running on Mac, including MS Office, Lync or Skype.
• 1+ years of experience with Mac experience supporting 100+ end users.
• 1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS.
• Apple certification(s)

Responsibilities

• Assist the Service Desk by actively taking intake calls.
• Provide top-notch customer focused support.
• Have excellent written and verbal communication skills.
• Engage in cross-training efforts amongst peers where applicable.
• Contribute to site level operational readiness and process improvements.
• Effectively manage up as needed.
• Self-aware of gaps in skills and works to improve.
• Frequently collaborates with site lead, acting as back-up when delegated.
• Cross-platform collaboration with immediate peers.

Skills

Windows 10

Remote tech administration

End user support

Ticketing systems

Communication skills

Education

High School Diploma / GED

Bachelor's degree in Business, Information Systems, Computer Science, or military experience

Tools

Zendesk

HPSM

ServiceNow

VMware

JAMF Casper Suite

SCCM

McAfee

Job description

Capital One is seeking a Principal Coordinator, Support Operations in Plano, TX. This role supports a fast-growing team across divisions with a heavy focus on laptop support for Windows PCs, Macs, and mobile devices.

You will take intake calls, provide customer-focused support, and collaborate with peers to improve processes. Ideal candidates have at least 1 year in tech support, remote admin, experience with Windows 10 and ticketing tools like Zendesk, HPSM, or ServiceNow.