Support Operations Lead — Tech & End-User Support

Information Technology Senior Management Forum; Plano (TX); On-site; USD 62,900 - 71,800; Full time

Job summary

Capital One is seeking a Principal Coordinator for Support Operations to support Capital One team members at our Chicago office. The role focuses on delivering high-quality desktop, laptop, and mobile device support across Windows, Mac, and enterprise tools.

It emphasizes strong customer service, clear communication, and collaboration with peers and site leadership. The ideal candidate has at least 1 year in tech support and a background in remote administration, Windows 10, and ticketing

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 1 year of experience in tech support and administration.
• At least 1 year of remote tech administration and end user support.
• At least 1 year of experience with Windows 10.
• At least 1 year of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).

Responsibilities

• Assist the Service Desk by actively taking intake calls.
• Provide top-notch customer focused support.
• Have excellent written and verbal communication skills.
• Engage in cross-training efforts amongst peers where applicable.
• Contribute to site level operational readiness and process improvements.
• Effectively manage up as needed.
• Self-aware of gaps in skills and works to improve.
• Frequently collaborates with site lead, acting as back-up when delegated.
• Cross-platform collaboration with immediate peers.

Skills

Customer service

Effective communication

Remote tech administration

Cross-team collaboration

Windows 10

MacOS

Zendesk, ServiceNow

Education

High School Diploma

Bachelor's Degree in Business/IS/CS or related

Tools

Zendesk

HPSM

ServiceNow

VMware

SCCM

JAMF Casper Suite

MacOS Server

Active Directory

Job description

Principal Coordinator, Support Operations

Provide support for a fast growing group of team members in multiple divisions. This opportunity is based at the Plano, TX location, where excellent customer service and engagement are our highest priorities. Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices.

Responsibilities:

• Assist the Service Desk by actively taking intake calls
• Provide top-notch customer focused support
• Have excellent written and verbal communication skills
• Engage in cross-training efforts amongst peers where applicable
• Contribute to site level operational readiness and process improvements
• Effectively manage up as needed
• Self-aware of gaps in skills and works to improve
• Frequently collaborates with site lead, acting as back-up when delegated
• Cross-platform collaboration with immediate peers

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 1 year of experience in tech support and administration
• At least 1 year of remote tech administration and end user support
• At least 1 year of experience with Windows 10
• At least 1 year of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow)

Preferred Qualifications:

• Bachelors Degree in Business, Information Systems, Computer Science, or military experience
• 1+ years of experience with Active Directory services integration
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX)
• 1+ years of macOS Server administration experience
• 1+ years of experience with Active Directory
• 1+ years of experience with macOS – High Sierra or earlier operating system
• 1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM
• 1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype
• 1+ years of experience with Mac experience supporting 100+ end users
• 1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS
• Apple certification(s)

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.

Plano, TX: $62,900 - $71,800 for Principal 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 theCapital 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]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Principal Coordinator, Support Operations

Provide support for a fast growing group of team members in multiple divisions. This opportunity is based at the Plano, TX location, where excellent customer service and engagement are our highest priorities. Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices.

Responsibilities:

• Assist the Service Desk by actively taking intake calls
• Provide top-notch customer focused support
• Have excellent written and verbal communication skills
• Engage in cross-training efforts amongst peers where applicable
• Contribute to site level operational readiness and process improvements
• Effectively manage up as needed
• Self-aware of gaps in skills and works to improve
• Frequently collaborates with site lead, acting as back-up when delegated
• Cross-platform collaboration with immediate peers

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 1 year of experience in tech support and administration
• At least 1 year of remote tech administration and end user support
• At least 1 year of experience with Windows 10
• At least 1 year of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow)

Preferred Qualifications:

• Bachelors Degree in Business, Information Systems, Computer Science, or military experience
• 1+ years of experience with Active Directory services integration
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX)
• 1+ years of macOS Server administration experience
• 1+ years of experience with Active Directory
• 1+ years of experience with macOS – High Sierra or earlier operating system
• 1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM
• 1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype
• 1+ years of experience with Mac experience supporting 100+ end users
• 1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS
• Apple certification(s)

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.

Plano, TX: $62,900 - $71,800 for Principal 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 theCapital 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]

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).