Associate, Support Operations

About the role

This role provides onsite customer support for a geographically dispersed enterprise workforce. It focuses on delivering technology support operations—including end‑user support, IT incident management, change management, problem management, knowledge management, endpoint management, and business controls—with a heavy emphasis on laptop support across Windows PCs, Macs, and mobile devices. The position requires excellent customer service, quick decision‑making, strong verbal and written communication, and the ability to manage up and collaborate with peers while driving operational efficiencies and improving the end‑user experience.

Responsibilities

• Provide onsite end‑user support for laptops, desktops, and mobile devices.
• Manage IT incidents, changes, problems, and knowledge documentation.
• Perform endpoint management and enforce business controls.
• Execute and account for support operations to improve user experience.
• Collaborate with peers and communicate effectively with internal users.

Basic Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 1 year of Technical Operations experience.
• At least 1 year of experience with IT systems and infrastructure.
• At least 1 year of experience with desktop platforms and operating systems.
• At least 1 year of experience with incident management and reporting tools.

Preferred Qualifications

• Bachelor’s Degree in Business, Information Systems, or Computer Science.
• 1+ year of experience defining, implementing, and leveraging process (change, incident, problem) management functions.
• ITIL Certification.
• 1+ year of experience with ServiceNow.

Work Authorization

Capital One will not sponsor a new applicant for employment authorization or provide immigration‑related support for this position.

Pay

New York, NY: $89,200 – $101,700 for Associate, Support Operations. Candidates hired in other locations will receive the pay range applicable to that location. This role is also eligible for performance‑based incentive compensation, which may include cash bonuses and/or long‑term incentives.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support total well‑being. Eligibility varies based on full‑ or part‑time status, exempt or non‑exempt status, and management level.