Help Desk Support

Help Desk Support
US - TX - Plano

Summary:
Training will consist of two weeks working 8-5 M-F including shared classroom-type of instruction and job-based shadowing. Candidates should expect to onboard quickly to get up to speed. Once onboarded, the available shift times are not set yet but will be morning start times, afternoon start times and nights. Each shift is 9 hours long with 1 hour unpaid lunch. The days off are not set yet but there will be at least one working day during the weekend (Saturday or Sunday). Shift schedules will be set due to the call volume and needs of Capital One.
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 1 year 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
•Mac integrated basics certificate or 1 + year of equivalent Mac support experience
•1+ year of experience working with Windows 7 and Windows 10 Operating systems and 1+ year 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.
Maintain service level at service desk.

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