Senior Tech Operations Coordinator

Capital One; United States; On-site; USD 63,000 - 79,000; Full time

Job summary

Capital One is seeking a Principal Coordinator, Tech Operations to provide end‑user technical support for Windows and Mac environments across a large geographic area. You will handle remote ticketing, train new agents, and escalate issues using ServiceNow.

The role emphasizes strong communication, first‑call resolution, and effective collaboration with end users and IT teams, with duties including onboarding support and ongoing troubleshooting.

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 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 shadowing them.

Skills

Remote help desk support

First call resolution

ServiceNow

End user training

Strong communication

Education

High School Diploma

Associate’s Degree in Computer Science/Information Systems/Engineering

ITIL Certification

Mac Integration Basics Certificate

Windows 10 Certificate

Tools

ServiceNow

Remote access tools

Windows OS

Mac OS

Job description

Capital One is seeking a Principal Coordinator, Tech Operations to provide end‑user technical support for Windows and Mac environments across a large geographic area. You will handle remote ticketing, train new agents, and escalate issues using ServiceNow.

The role emphasizes strong communication, first‑call resolution, and effective collaboration with end users and IT teams, with duties including onboarding support and ongoing troubleshooting.