Tech Operations Coordinator - End-User Support & Onboarding

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

Job summary

Capital One is seeking a Principal Coordinator, Tech Operations in New York, to provide customer-first technology support for a large, geographically dispersed organization. The role focuses on troubleshooting Windows and Mac laptops, mobile devices, and password resets, with responsibilities including training new agents and handling escalations via ServiceNow.

Candidates should have a High School Diploma or GED and at least 1 year of remote help desk experience; preferred qualifications

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 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 elevate tickets for end users.
• Assist with onboarding of new Agents by training and shadowing others.
• Perform other tasks as needed by your manager.

Skills

Remote help desk support

Customer service

Ticketing

Education

High School Diploma / GED

Associate's Degree (CS/IS/Engineering)

Tools

ServiceNow

Job description

Capital One is seeking a Principal Coordinator, Tech Operations in New York, to provide customer-first technology support for a large, geographically dispersed organization. The role focuses on troubleshooting Windows and Mac laptops, mobile devices, and password resets, with responsibilities including training new agents and handling escalations via ServiceNow.

Candidates should have a High School Diploma or GED and at least 1 year of remote help desk experience; preferred qualifications