Tech Operations Lead – Remote Help Desk (Mac/Windows)

Capital One National Association; New York (NY); On-site; USD 75,000 - 86,000; Full time

Job summary

Capital One is seeking a Principal Coordinator, Tech Operations to provide remote and on-site technical support for Windows and Mac devices, password resets, and device onboarding. The role emphasizes strong written and verbal communication and first-call resolution.

Responsibilities include troubleshooting, ticket triage, and mentoring new agents, with a salary range specified for New York locations. Capital One offers comprehensive benefits and an equal opportunity employment stance.

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 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 shadowing.
• Perform other tasks as needed by manager.

Skills

Communication

Education

High School Diploma or GED

Associate's Degree in CS/IS/Engineering

ITIL Certification

Mac Integration Basics Certificate

Windows 10 Certificate

Tools

ServiceNow

Job description

Capital One is seeking a Principal Coordinator, Tech Operations to provide remote and on-site technical support for Windows and Mac devices, password resets, and device onboarding. The role emphasizes strong written and verbal communication and first-call resolution.

Responsibilities include troubleshooting, ticket triage, and mentoring new agents, with a salary range specified for New York locations. Capital One offers comprehensive benefits and an equal opportunity employment stance.