Sr. Coordinator, Support Operations

Information Technology Senior Management Forum; Richmond (VA); On-site; USD 53,000 - 61,000; Full time

Job summary

Capital One is seeking a customer-first technology support associate for a large, geographically dispersed team. The role focuses on troubleshooting laptop (Windows & Mac), mobile device support, password resets, and related IT help desk tasks.

Responsibilities include remote issue resolution, ticketing via ServiceNow, and assisting with onboarding of new agents. Strong communication skills are essential for success in this role.

Qualifications

• High School Diploma, GED or equivalent certification.
• An associate’s degree in Computer Science, Information Systems, or Engineering is preferred.
• ITIL Certification or related certs are preferred.
• Mac Integration Basics Certificate or Windows 10 Certificate are preferred.
• 1+ year of remote help desk support experience and device support for Mac and Windows are preferred.

Responsibilities

• Provide technical support through remote access tools to resolve end user issues and aim for first call resolution.
• Monitor and respond 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 ServiceNow as the ticketing tool to track and escalate tickets.
• Assist with onboarding of new Agents by training and allowing others to shadow.

Skills

Remote help desk

Mac support

Windows OS support

ServiceNow

Education

High School Diploma or equivalent

Associate’s Degree in Computer Science/IT

ITIL Certification

Mac Integration Basics Certificate

Windows 10 Certificate

Tools

Remote access tools

Job description

Sr. Coordinator, Support Operations

Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. Technical support will require excellent written and verbal communication skills and will focus on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, etc. Additional responsibilities may include:

• 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

Basic Qualifications

• High School Diploma, GED or equivalent certification

Preferred Qualifications

• 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

At this time, Capital One will not sponsor a new applicant for employment authorization, or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, E-2, E-3, L-1 and O-1, or any EADs or other forms of work authorization that require immigration support from an employer).

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Richmond, VA: $53,200 - $60,700 for Sr. Coordinator, Support Operations

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days. No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail].