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Principal Coordinator, Help Desk Support

Employer
Capital One
Location
McLean, Virginia
Closing date
May 13, 2021

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Job Details

7900 Westpark Drive (12131), United States of America, McLean, Virginia

Principal Coordinator, Help Desk Support

Provide remote technical support for Call Center agents located across the US. Shifts will span rotating evenings and weekends. Excellent oral and written communication skills are required to field requests through multiple channels and platforms. Ability to quickly shift and adapt to changing technical landscape and provide recommendations for improvements. Successful associates are self-motivated, possess strong attention to detail and are comfortable researching and solving problems across multiple areas and systems. Associates must be able to work autonomously and with others, when researching and resolving issues. This team will be performing a wide range of services - and they will change over time as processes improve and priorities change.

Responsibilities :
  • Flexibility in scheduling evenings and weekends to meet customer demand
  • Provide technical support for Call Center agents
  • Collaborate with L2 engineers and managers on operational readiness, process improvements
  • Play key role in identifying trends, documenting recommendations, and presenting solutions
  • Technical support with an even mix of Windows PC's, Macs, and Mobile Devices
  • Engage in cross-training and knowledge sharing efforts amongst peers
  • Top notch customer focused support
  • Excellent written and verbal communication skills
  • Effectively manages up as needed
  • Ability to work independently, and quickly pivot to engage guidance/escalation when needed


Basic Qualifications:
  • High School Diploma, GED or equivalent certification
  • At least 1 year of experience in remote administration and end user support
  • At least 1 year of experience working with Windows 10 Operating System
  • At least 1 year of experience with ticketing and traffic reporting tools


Preferred Qualifications:
  • Bachelor's Degree in Business, Information Systems or Computer Science
  • 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
  • 1+ years of experience with virtualization technologies (Fusion, ESX)
  • 1+ years of macOS Server administration experience
  • 1+ years of experience with Active Directory
  • 1+ years of experience with macOS
  • 1+ years of experience with platform management and integration (JAMF, Casper Suite or SCCM)
  • 1+ years of experience with productivity tools running on Mac's (MS Office, Lync or Skype)
  • 1+ years of experience with Mac experience supporting 100+ end users


At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Company

We Don’t Only Think Big Things—At Capital One, We Do Big Things.

You’re dedicated to your career. You deserve professional satisfaction and personal fulfillment. You belong at Capital One.

Here, every day brings another chance to do impactful work that matters: helping millions of customers confidently manage their money, building stronger communities and delivering truly disruptive tech. You’ll give your all alongside some of the brightest, most resilient people in the industry—and in return, you’ll enjoy the growth opportunities, support, flexibility and benefits you need for an exhilarating life both on and off the job.

Be inspired. Be yourself. That’s #LifeAtCapitalOne.

Creating a Culture of Belonging

At Capital One, we value diversity, inclusion and belonging at our core. We’re building a place of belonging—where everyone can feel seen, heard, valued and free to be their authentic selves. We want to be a place of opportunity—where associates from all backgrounds innovate for our customers and communities, and build meaningful, fulfilling careers.

We endeavor to be a welcoming and inspiring place for all. We seek and embrace diversity. And we’re committed to having a diverse and inclusive workforce, focused on increasing the representation of underrepresented groups, strengthening our culture of inclusion and belonging and harnessing our scale to invest in our communities.

We’re focused on three core principles to advance diversity, inclusion and belonging across Capital One:

Create a culture of belonging where everyone can thrive and innovate

Attract and develop talent from all backgrounds and experiences

Ensure our systems and programs promote fairness and equity

Get a career with more at Capital One.  Discover it for yourself today.

Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status.

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