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About the Role
Capital One is seeking a customer-first technology support associate for a large, geographically dispersed organization. This role focuses on troubleshooting technical issues for internal end users.
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 escalate tickets for end users.
- Assist with onboarding of new Agents by training and allowing others to shadow.
- Perform other tasks as needed and instructed by your manager.
Requirements
- High School Diploma, GED or equivalent certification.
- At least 1 year of remote help desk support experience.
- Associate’s Degree in Computer Science, Information Systems, and Engineering.
- 2+ years 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.
Skills
- Troubleshooting laptop (Windows & Mac) issues
- Mobile device support
- Password resets
- Excellent written and verbal communication skills
Location
- New York, NY
Work Type
- Remote
- Full-time
Experience Level
- Principal
Education Level
- High School Diploma
- GED
- Associate’s Degree
Salary/Compensations
- $75,400 - $86,100
Benefits
- Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
About the Company
- Capital One Financial is made up of several different entities.
Equal Opportunity
- Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.
- Capital One promotes a drug-free workplace.
- Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.