Technology Support Analyst II

Capital Group•Charlotte, NC

1d•$72,542 - $116,067•Onsite

About The Position

As a Technology Support Analyst II, you play an important role in delivering high-quality end-user support experience to our associates at Capital Group. In this role, you provide day-to-day technical support by resolving hardware, software, mobile, and connectivity issues, communicating clearly with users, and helping ensure smooth technology experience in the office and remotely. You manage incidents and service requests, follow established support processes, and escalate more complex or high-risk issues when needed. In this role, you resolve common to moderately complex technical issues while monitoring support queues and maintaining service level expectations. You document your work accurately, contribute to knowledge articles, support standard meeting and AV setups, and provide remote and in-person assistance for associates. You also partner with teammates and cross-functional groups to improve support processes, maintain asset management standards, and deliver reliable service across the Charlotte office.

Requirements

3+ years of experience supporting end users in an enterprise organization, with strong working knowledge of Windows, macOS, mobile devices, and common productivity tools.
Experience using ServiceNow or similar IT service management tools to manage incidents, requests, and support workflows.
Solid understanding of basic network and connectivity concepts and how they affect end-user technology.
Strong with support tools: remote desktop assistance, diagnostic software, ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, and automation tools.
Demonstrate strong analytical and organizational skills, with the ability to manage multiple support tasks effectively.
Communicate clearly and professionally, explaining technical solutions in a way that is easy for users to understand.

Nice To Haves

Experience with Power Shell, Windows Admin Center (WAC), JAMF, are Microsoft Sysinternals Suite are a plus.

Responsibilities

Provide reliable front-line support within Technology Support Services, troubleshooting hardware, software, and connectivity issues and escalating when appropriate.
Monitor support queues and follow team processes to ensure incidents and requests are handled efficiently and within service expectations.
Support standard technology solutions and help identify opportunities to reduce recurring user issues through process improvement.
Identify recurring problems and share trends with senior team members to support problem management and long-term fixes.
Contribute to knowledge sharing by documenting fixes, updating SOPs, and improving support articles.
Communicate clearly with associates and teammates, providing updates, guidance, and professional support experience.
Support hardware setup, deployment, and replacement activities in line with approved standards and business needs.
Stay current on support tools, processes, and technologies to deliver consistent and effective IT support.
Provide responsive support for associates, ensuring devices, applications, and meeting technology are set up and working effectively.
Help users with standard office, remote, and mobile technology needs by following support procedures and delivering clear guidance.
Support meeting room and AV technology to help ensure successful internal meetings and business events.