Tech Operations Support Specialist

Capital One

McLean (VA)

On-site

USD 69,000 - 79,000

Full time

2 days ago

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Job summary

Capital One is seeking a customer-first technology support associate to troubleshoot laptop issues (Windows & Mac), provide mobile device support, and handle password resets for a large, geographically dispersed organization. Responsibilities include remote issue resolution, ticketing with ServiceNow, and assisting with onboarding of new agents.

Required qualifications include a high school diploma or GED and at least 1 year of remote help desk experience.

Qualifications

High School Diploma or GED required.
1+ year of remote help desk support experience preferred.
Associate’s Degree in Computer Science, Information Systems, or Engineering preferred.
2+ years of remote help desk experience preferred.
Mac experience and Windows OS support experience are a plus.
ITIL, Mac Integration Basics, or Windows 10 certificates are a plus.

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.
Use Service Now to track and elevate tickets.
Assist with onboarding of new Agents by training and shadowing others.
Perform other tasks as needed by management.