Principal Coordinator, Support Operations at Capital_One — Chicago, IL

Principal Coordinator, Support Operations

Customer support and advocate position for Capital One team members at our Chicago office. Provide support for a fast growing group of team members in multiple divisions. This opportunity is based at the Chicago, Illinois location, where excellent customer service and engagement are our highest priorities. Heavy focus on laptop support with an even mix of Windows PC’s, Macs, and Mobile Devices.

Responsibilities

• Assist the Service Desk by actively taking intake calls
• Provide top-notch customer focused support
• Have excellent written and verbal communication skills
• Engage in cross-training efforts amongst peers where applicable
• Contribute to site level operational readiness and process improvements
• Effectively manage up as needed
• Self-aware of gaps in skills and works to improve
• Frequently collaborates with site lead, acting as back-up when delegated
• Cross-platform collaboration with immediate peers

Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 1 year of experience in tech support and administration
• At least 1 year of remote tech administration and end user support
• At least 1 year of experience with Windows 10
• At least 1 year of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow)

Preferred Qualifications:

• Bachelors Degree in Business, Information Systems, Computer Science, or military experience
• 1+ years of experience with Active Directory services integration
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions
• 1+ years of experience with virtualization technologies, to include VMWare tools (Fusion, ESX)
• 1+ years of macOS Server administration experience
• 1+ years of experience with Active Directory
• 1+ years of experience with macOS – High Sierra or earlier operating system
• 1+ years of experience with platform management and integration, to include JAMF Casper Suite or SCCM
• 1+ years of experience with productivity tools running on Mac, to include MS Office, Lync or Skype
• 1+ years of experience with Mac experience supporting 100+ end users
• 1+ years of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS
• Apple certification(s)

Chicago, IL: $62,900 - $71,800 for Principal Coordinator, Support Operations