Support Specialist

201 Third Street (61049), United States of America, San Francisco, California

Support Specialist

This position is for a customer support specialist and advocate for Capital One Team members at our San Francisco office. The candidate will provide support for a fast-growing group of Team members in multiple divisions. Heavy focus will be on laptop support with an even mix of Windows PCs, Macs, and Mobile Devices. This opportunity is based at the San Francisco location where excellent customer service and engagement are our highest priorities.

Responsibilities:

• Assist the Service Desk by actively taking incoming 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 and acting as back-up when delegated

• Cross-platform collaboration with immediate peers

• Mentors others on the team and trains others in similar roles

• Ability to work consistently across multiple roles and/or complex efforts

• Works with high level of autonomy and stays current with technology

• Resolves complex issues outside of scope

• Proactively identifies issues and risks, drives to root cause, and provides solution options

• Manages deliverables of multiple projects

• Works closely with stakeholders to define requirements

• Engages beyond the team

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 year of experience in tech support and administration

• At least 2 year of remote tech administration and end user support

• At least 2 year of experience with Windows 10

• At least 2 year of experience with ticketing and traffic reporting tools (ServiceNow, Zendesk, HPSM)

• At least 1 Year of experience leading a team and coordinating major projects.

Preferred Qualifications:

• Bachelor’s 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 – Catalina 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 Google Workspace, Slack, MS Office, Lync or Skype

• 1 years of experience with Mac 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)

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).