Senior Support Operations Specialist – Tech Helpdesk

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

Job summary

Capital One is seeking a Sr. Coordinator, Support Operations to deliver customer-first technology support for a large, geographically dispersed organization. The role emphasizes resolving laptop, mobile, and password issues, with escalation as needed.

Training new agents and maintaining strong communication are key responsibilities. The candidate should have a high school diploma and relevant certifications or degrees, plus experience in remote help desk, Mac and Windows OS support.

Qualifications

• High school diploma or equivalent required.
• 1+ year remote help desk experience preferred.
• 1+ year Mac support experience preferred.
• 1+ year Windows OS support experience preferred.
• ITIL, Mac Integration Basics, or Windows 10 certificate preferred.

Responsibilities

• Provide remote technical support to end users to achieve first contact resolution.
• Monitor and respond to tickets, calls, chats, or in-person requests.
• Assist end users with software/hardware issues via phone or chat.
• Log and escalate tickets using ServiceNow.
• Aid onboarding of new agents by training and shadowing.

Education

High School Diploma

Associate’s Degree in Computer Science, Information Systems, and Engineering

Tools

ServiceNow

Job description

Capital One is seeking a Sr. Coordinator, Support Operations to deliver customer-first technology support for a large, geographically dispersed organization. The role emphasizes resolving laptop, mobile, and password issues, with escalation as needed.

Training new agents and maintaining strong communication are key responsibilities. The candidate should have a high school diploma and relevant certifications or degrees, plus experience in remote help desk, Mac and Windows OS support.