Senior Tech Support & Operations Lead

ITSMF; New York (NY); On-site; USD 75,000 - 86,000; Full time

Job summary

Capital One is seeking a Principal Coordinator, Tech Operations to provide frontline technology support for a large, geographically dispersed organization. Expect troubleshooting of laptop, mobile, and OS issues, with emphasis on remote remediation and first-call resolution.

Responsibilities include ticket monitoring, user communication, and training new agents. The role requires strong written/verbal skills and IT support experience, with salary details outlined for New York, NY.

Qualifications

• High School Diploma, GED or equivalent
• At least 1 year of remote help desk support experience
• Familiarity with ServiceNow and ITSM processes

Responsibilities

• Provide technical support through remote access tools to resolve end user issues and achieve first call resolution
• Monitor and respond quickly 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 Service Now as the ticketing tool to track and elevate tickets for end users
• Assist with onboarding of new Agents by training and shadowing
• Perform other tasks as needed by management

Skills

Remote help desk support

Customer service

Technical troubleshooting

End-user support

Education

High School Diploma or equivalent

Associate’s Degree in Computer Science/IS/Engineering

Tools

ServiceNow

Job description

Capital One is seeking a Principal Coordinator, Tech Operations to provide frontline technology support for a large, geographically dispersed organization. Expect troubleshooting of laptop, mobile, and OS issues, with emphasis on remote remediation and first-call resolution.

Responsibilities include ticket monitoring, user communication, and training new agents. The role requires strong written/verbal skills and IT support experience, with salary details outlined for New York, NY.