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Help Desk Engineer - Level 2

Capital One


Location:
Chester, VA
Date:
07/24/2017
2017-07-242017-08-22
Job Code:
capitalone2-R28920
Categories:
  • Customer Service/Call Center
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Job Details

Company Capital One

Job Title: Help Desk Engineer - Level 2

JobID: capitalone2-R28920

Location: Chester, VA, 23836, USA

Description: Meadowville Data Center (12042), United States of America, Chester, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Help Desk Engineer - Level 2



Capital One is seeking a customer service oriented Help Desk Engineer to provide advanced technical support to users in an efficient and accurate manner. You will be considered as the firm’s second line and you will solve more complicated 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.



**Responsibilities:**



+ Provide second level contact and convey resolutions to Capital One associate issues

+ Properly escalate unresolved queries to the next level of support

+ Provide helpdesk support and resolve problems to the end user’s satisfaction

+ Monitor and respond quickly and effectively to requests received through the IT helpdesk

+ Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

+ Modify configurations, utilities, software default settings, etc. for the local workstation

+ Utilize and maintain the helpdesk tracking software

+ Document internal procedures

+ Assist with onboarding of new users

+ Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

+ Install, test and configure new workstations, peripheral equipment and software

+ Maintain inventory of all equipment, software and software licenses

+ Manage PC setup and deployment for new employees using standard hardware, images and software

+ Assign users and computers to proper groups in Active Directory

+ Perform timely workstation hardware and software upgrades as required



**Basic Qualifications:**



+ High School Diploma, GED, equivalent certification or military experience

+ At least 1 year of help desk support experience

+ At least 1 year of experience with help desk software, databases and remote control

+ Fluent in English



**Preferred Qualifications:**



+ Associates Degree in Computer Science, Information Systems or Engineering or military experience

+ ITIL Certification

+ Mac integrated basics certificate or 1+ years of Mac support experience

+ 1+ years of experience working with Windows 7 and Windows 10 Operating systems and 1+ years of experience troubleshooting Windows 7 and Windows 10 Operating systems

+ 2+ years of experience in a help desk environment supporting an end user population



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



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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