Senior IT Support Operations Specialist

Capital One; Richmond (VA); On-site; USD 53,000 - 61,000; Full time

Job summary

Capital One is seeking a customer-first technology support associate to assist a large, geographically dispersed organization. The role focuses on troubleshooting laptop (Windows & Mac), mobile devices, password resets and related end-user issues, providing remote and on-site support and maintaining strong user communication through phone, chat, and in-person interactions.

The position emphasizes clear communication, problem solving, and collaboration with a distributed team while leveraging IT

Qualifications

• High School Diploma, GED or equivalent certification.
• Associate’s Degree in Computer Science, Information Systems, and Engineering.
• 1+ year 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 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

Skills

Written and verbal communication

Remote end-user support

Customer service

Education

High School Diploma or GED

Associate’s Degree in Computer Science or related field

Tools

ServiceNow

Remote access tools

Ticketing systems

Job description

Capital One is seeking a customer-first technology support associate to assist a large, geographically dispersed organization. The role focuses on troubleshooting laptop (Windows & Mac), mobile devices, password resets and related end-user issues, providing remote and on-site support and maintaining strong user communication through phone, chat, and in-person interactions.

The position emphasizes clear communication, problem solving, and collaboration with a distributed team while leveraging IT