Sr. Coordinator, Support Operations

About the role

Capital One is seeking a customer-first technology support associate for a large, geographically dispersed organization. This role focuses on troubleshooting laptop (Windows & Mac) issues, mobile device support, password resets, and other technical support tasks requiring excellent written and verbal communication skills.

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 ServiceNow as the ticketing tool to track and escalate tickets for end users.
• Assist with onboarding 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.

Qualifications

Preferred Qualifications:

• Associate’s Degree in Computer Science, Information Systems, or 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.

At this time, Capital One will not sponsor a new applicant for employment authorization or offer any immigration-related support for this position.

Pay

The minimum and maximum full-time annual salaries for this role are listed below by location. Salaries for part-time roles will be prorated based on the agreed-upon number of hours worked.

• Richmond, VA: $53,200 - $60,700 (for Sr. Coordinator, Support Operations).

Candidates hired to work in other locations will be subject to the pay range associated with that location.

Benefits

Capital One offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. Learn more at the Capital One Careers website.