IT Support Specialist

Responsibilities

Capital One is seeking a customer first technology support associate for a large geographically dispersed organization. Technical support will require excellent written and verbal communication skills and will focus on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, etc. Additional responsibilities may include:

• 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 allow others to shadow
• Perform other tasks as needed and instructed by your manager
  

Basic Qualifications

• High School Diploma, GED or equivalent certification
• At least 1 year of remote help desk support experience
  

Preferred Qualifications

• Associate's Degree in Computer Science, Information Systems, and Engineering
• ITIL Certification
• Mac Integration Basics Certificate or at least 1 year of Mac support experience
• Windows 10 Certificate or at least 1 years of Windows OS support experience
• At least 2 years of remote help desk support experience