Tech Support Operations Specialist — Remote & Training

Capital One Group; Richmond, Northern (VA, KY); Hybrid; USD 53,000 - 61,000; Full time

Job summary

Capital One is seeking a Sr. Coordinator, Support Operations to deliver customer‑first technology support across a large, dispersed organization.

You will troubleshoot laptops (Windows & Mac), mobile devices, password issues, and other end‑user problems, working primarily through remote tools. In this role you will handle tickets via ServiceNow, aim for first‑call resolution, assist with onboarding of new agents, and collaborate with teammates to keep systems running smoothly.

Qualifications

• High School Diploma, GED or equivalent certification.
• Associate’s Degree in Computer Science, Information Systems, and Engineering.
• 1+ year of remote help desk support experience.
• 1+ year of Mac support experience.
• 1+ year of Windows OS support experience.
• ITIL Certification, Mac Integration Basics Certificate, or Windows 10 Certificate.

Responsibilities

• Provide technical support through remote access tools to resolve internal 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 escape tickets for end users.
• Assist with onboarding of new Agents by training and allow others to shadow.
• Perform other tasks as needed and instructed by your manager.

Skills

Remote help desk

Mac support

Windows OS support

Customer support

Education

High School Diploma or GED

Associate’s Degree in Computer Science, Information Systems, and Engineering

Tools

ServiceNow

ITIL Certification

Mac Integration Basics Certificate

Windows 10 Certificate

Job description

Capital One is seeking a Sr. Coordinator, Support Operations to deliver customer‑first technology support across a large, dispersed organization.

You will troubleshoot laptops (Windows & Mac), mobile devices, password issues, and other end‑user problems, working primarily through remote tools. In this role you will handle tickets via ServiceNow, aim for first‑call resolution, assist with onboarding of new agents, and collaborate with teammates to keep systems running smoothly.