Sr. Coordinator, Support Operations

Discover Financial
Richmond
Workplace: OnsiteFull timeUSD 53,200 - 60,700 annuallyFunction: Executive & General ManagementExperience: 1+ yearsEducation: associatesSkills: ["Communication","Troubleshooting","Ticket management"]

Provide first-line technical support for end users in a large, geographically dispersed organization. Troubleshoot laptop (Windows and Mac) issues, mobile device problems, and password resets using remote access tools. Monitor and respond to tickets, calls, chats, and in-person requests, leveraging ServiceNow for tracking and escalation. Assist with onboarding by training new agents and enabling shadowing.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Discover Financial
Discover Financial
2 days ago

Sr. Coordinator, Support Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide first-line technical support for end users in a large, geographically dispersed organization. Troubleshoot laptop (Windows and Mac) issues, mobile device problems, and password resets using remote access tools. Monitor and respond to tickets, calls, chats, and in-person requests, leveraging ServiceNow for tracking and escalation. Assist with onboarding by training new agents and enabling shadowing.
Location: Richmond
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Mid level

Key Responsibilities

  • •Provide technical support through remote access tools to resolve internal end user issues and achieve first call resolution.
  • •Monitor and respond quickly and effectively to tickets, calls, chats, or in-person service requests.
  • •Interact with end users via soft phone or chat modules to resolve software and hardware issues.
  • •Use ServiceNow as the ticketing tool to track and escalate tickets for end users.
  • •Assist with onboarding of new agents by training and allowing others to shadow.

Pay and Benefits

Salary: USD 53,200 - 60,700 annually
Perks:Health Insurance

Key Requirements

  • •High School Diploma, GED, or equivalent certification.
  • •1+ year of remote help desk support experience.
  • •1+ year of Mac support experience.
  • •1+ year of Windows OS support experience.
  • •ITIL Certification, Mac Integration Basics Certificate, or Windows 10 Certificate.
Experience:1+ yearsHelp desk
Education:Associate's in Computer Science, Information Systems, and Engineering
Skills:CommunicationTroubleshootingTicket management
Certifications:ITILMac Integration BasicsWindows 10
Tech Stack:ServiceNowWindowsMacRemote access toolsService Now

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn