Associate, Tech Operations

About the Role

Join Capital One as a Tech Operations Professional and be at the forefront of driving operational reliability and transformation. This role involves pioneering in technology operations, solving complex business problems in a fast-paced, collaborative, and customer-focused environment.

Key Responsibilities

• Provide onsite customer support for a geographically dispersed enterprise workforce.
• Deliver technology support operations including:
• End user support
• IT incident management
• Change management
• Problem management
• Knowledge management
• Endpoint management
• Business controls
• Offer excellent customer service and make quick decisions to identify and resolve internal users’ technical issues.
• Provide significant focus on laptop support with an even mix of Windows PCs, Macs, and Mobile Devices.
• Focus on execution, accountability, and results to improve end user experience and drive operational efficiencies.
• Monitor systems, alerts, and dashboards to identify potential incidents and escalate issues for rapid service restoration.
• Document recurring issues, resolutions, and troubleshooting steps in knowledge base articles and standard operating procedures.
• Assist with automation efforts by supporting the development or execution of basic scripts and tools to improve efficiency in recurring operational tasks.

Requirements & Tech Stack

• High School Diploma, GED, or equivalent certification.
• At least 1 year of Technical Operations experience.
• At least 1 year of experience with IT systems and infrastructure.
• At least 1 year of experience with desktop platforms and operating systems.
• At least 1 year of experience with incident management and reporting tools.
• At least 1 year of experience with networking fundamentals (DNS, DHCP, TCP/IP).
• At least 1 year of experience with scripting languages (PowerShell, Python, or Bash) for automating routine operational tasks.
• Strong verbal and written communication skills.
• Ability to effectively manage up and collaborate well with immediate peers.

Qualifications

• Bachelor’s Degree in Business, Information Systems, or Computer Science (Preferred)
• 1+ years of experience with defining, implementing, and leveraging process (change, incident, problem) management functions (Preferred)
• 1+ years of experience with CMDB and incident management technologies (Preferred)
• ITIL Certification (Preferred)
• CompTIA A+ or Network+ certification (Preferred)
• Experience tracking and improving support metrics (Preferred)
• Familiarity with cloud-based productivity tools or virtualization technologies (e.g., AWS, GCP, Azure, or VMware) (Preferred)