Tech Operations Lead Remote Help Desk

capitalone

Plano (TX)

On-site

USD 63,000 - 72,000

Full time

7 days ago

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Job summary

Capital One is seeking a Principal Coordinator, Tech Operations to support end users across a large, geographically dispersed group from Plano, TX. The role emphasizes strong communication while troubleshooting laptop and mobile device issues, password resets, and other technical tasks.

The ideal candidate has 1+ year of remote help desk experience, with Windows and Mac support experience, and ITIL or related certifications. This is a full-time on-site opportunity with competitive pay.

Qualifications

High School Diploma or equivalent.
At least 1 year of remote help desk support experience.
Associate's Degree in Computer Science, Information Systems, or Engineering preferred.
2+ years of remote help desk experience preferred.
1+ year of Mac support experience preferred.
1+ year of Windows OS support experience preferred.
ITIL or Mac/Windows certification mentioned as a plus.

Responsibilities

Provide technical support through remote access tools to resolve end-user issues and achieve first-call resolution.
Monitor and respond to tickets, calls, chats, or in-person service requests.
Interact with end users via softphone or chat modules to resolve software and hardware issues.
Utilize ServiceNow to track and escalate tickets.
Assist with onboarding of new agents by training and shadowing.
Perform other tasks as needed by management.