Capital One - Glen Allen, VA
posted 3 months ago
Full-time
Glen Allen, VA
Credit Intermediation and Related Activities
About the position
The IT Support Specialist at Capital One is responsible for providing exceptional technical support to a large, geographically dispersed organization. This role emphasizes customer service and requires strong communication skills to troubleshoot and resolve issues related to laptops (Windows & Mac), mobile devices, and password resets. The specialist will utilize remote access tools and ticketing systems to ensure efficient problem resolution and assist in onboarding new agents.
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
Nice-to-haves
- Associate's Degree in Computer Science, Information Systems, and Engineering
- ITIL Certification
- Mac Integration Basics Certificate or at least 1 year of equivalent Mac support experience
- Windows 10 Certificate or at least 1 year of equivalent Windows OS support experience
- At least 1 year of remote help desk support experience
Benefits
- Comprehensive health benefits
- Financial benefits
- Inclusive set of benefits supporting total well-being
