Job description
Job Title: Help Desk Support
Job ID: 63541-1
Duration: 6-Months possibly conversion based on performance
Location: Richmond VA (Local Only)
Onsite/Remote: Hybrid
JOB DESCRIPTION -
seeking a customer service-oriented Service Desk Agent to provide technical support to users in an efficient and accurate manner. You will be considered 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 at 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 allowing 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
Mac Integration Basics Certificate or 1 + year of equivalent Mac support experience
Windows 10 Certificate or 1+ years of equivalent Windows OS support experience
Preferred Qualifications:
Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
ITIL Certification
2+ years of remote help desk support experience
Job Type: Contract
Pay: $20.00 - $22.00 per hour
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Richmond, VA 23173: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer support: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: One location
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