Help Desk Support Specailist

Capital One Plano , TX 75023

Posted 4 months ago

Plano 1 (31061), United States of America, Plano, Texas

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Help Desk Support Specailist

Job Description

Capital One is seeking a customer service oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front line and you will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that Capital One associate value is maintained to the standards set forth by the company. This is a call center environment with a steady flow of issues, needs and requests from internal end users.

Responsibilities:

  • Provide application support through remote access tools to resolve internal end user issues

  • Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk

  • Interact with end users via softphone or chat modules to resolve primarily software issues but may get questions about hardware

  • Remotely access and support end-user machines to achieve first call resolution

  • 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 by the Service Desk Managers

Basic Qualifications:

  • High School Diploma, GED, equivalent certification or military experience

  • At least 2 years of remote help desk support experience

  • Fluent in English

Preferred Qualifications

  • Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
  • ITIL Certification
  • 1 + year of equivalent Mac support experience or Mac Integrated Basics Certificate
  • 1+ years of experience troubleshooting Windows 7 and Windows 10 Operating systems

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


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Help Desk Support Specailist

Capital One