Support Specialist

  • Company: Capital One
  • Location: McLean, Virginia
  • Posted: January 19, 2017
  • Reference ID: R17799
McLean 1 (19050), United States of America, McLean, Virginia

Support Specialist


  • As a member of the User Experience Desktop Support team, support and troubleshoot Windows OS, Microsoft Office, and any other authorized desktop applications
  • Keep abreast of changes in Windows platform environment, be familiar with CM 12, GPO, browser settings, and new tools deployed to enhance the user experience
  • Partner with Help Desk, Field Services, and other support teams to share knowledge
  • Support resolution of issues with application packaging and delivery
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests
  •  Partner with Field Services, LOB IT teams and other Tech Op teams to understand user needs/profiles to resolve desktop issues
  • Use support applications like Aternity, SCCM, and others to look for trends and troubleshooting of customer issues
  • Resolve customer incidents within SLA and reroute tickets as needed for complete resolution
  • Keep abreast of upcoming changes (Virtualization, application deployments, patching and upgrades) and help test/pilot prior to delivery by the software distribution team
  • Keep informed of ISRM standards when troubleshooting user issues
  • Attend weekly ISRM meetings to keep abreast of changes and co-own desktop issues with ISRM as appropriate to resolution
  • Focus on preventing issues and away from reactive solutions
  • Participate in Desktop projects, staff war rooms, and resolve issues
  • Take ownership of orphan issues with desktop user community to complete resolution
  • Support SCCM, GPO, Browser, Aternity and other teams with testing and deployment of new changes and new features

  • Associate's Degree or military experience
  • At least 2 years of experience in Application Technical Support
  • At least 2 years of experience in Office Support
  • At least 2 years of experience in Windows Operating system
  • At least 2 years of experience as a Business Systems Analyst

  • Bachelor’s Degree or military experience
  • 5+ Years of experience in Technical Window OS and 5+ years of experience in Desktop Support
  •  2+ years of experience Level 3 desktop and 2+ years experience with User Experience Support

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

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