Help Desk Engineer - Level 2
Location:
Glen Allen , Virginia
Posted:
February 08, 2017
Reference:
R17768
Knolls 2 (12036), United States of America, Glen Allen, Virginia

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 ITIL processes 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, and Engineering, equivalent certification or military experience
  • ITIL Certification
  • Mac integrated basics certificate or at least 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 
  • 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.


A little about us:
Headquartered in McLean, Virginia, Capital One® offers a broad array of financial products and services to consumers.

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