Tech Operations Lead — Remote Help Desk

Capital One National Association; Plano (TX); On-site; USD 63,000 - 72,000; Full time

Job summary

Capital One is seeking a Principal Coordinator, Tech Operations to deliver customer-focused technical support for a large, geographically dispersed organization. Responsibilities include resolving Windows/Mac issues, mobile support, password resets, and training new agents.

The role emphasizes quick ticketing, first-call resolution, and effective communication. Experience in remote help desk support is required, with preferred qualifications including an Associate’s degree and IT certifications.

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 to tickets, calls, chats, or in-person requests.
• Interact with end users via soft phone or chat to resolve software/hardware issues.
• Use ServiceNow to track and elevate tickets.
• Assist with onboarding of new agents by training and shadowing others.

Skills

Remote help desk support

Education

High School Diploma

GED

Associate’s Degree in Computer Science/Information Systems/Engineering

Tools

ServiceNow

Remote access tools

Job description

Capital One is seeking a Principal Coordinator, Tech Operations to deliver customer-focused technical support for a large, geographically dispersed organization. Responsibilities include resolving Windows/Mac issues, mobile support, password resets, and training new agents.

The role emphasizes quick ticketing, first-call resolution, and effective communication. Experience in remote help desk support is required, with preferred qualifications including an Associate’s degree and IT certifications.