Technology Support Analyst III

Capital Group•New York, NY

1d•Onsite

About The Position

As a Technology Support Analyst III, you play a critical role in delivering world-class end-user support experience to our associates at Capital Group. At the senior level, you will be primary support for senior leadership, providing white-glove support by solving critical issues under high pressure situations, anticipating unique technological needs, providing clear communication, and delivering hands-on AV assistance for meetings. This includes the potential for after-hours and on-site support during weekends, holidays, and occasional in-home visits. You also manage incident and request processes, serving as a point of escalation for hardware, software, and connectivity issues, including those without predefined troubleshooting methods, while mentoring less experienced associates and proactively identifying opportunities for improvement. In this role, you resolve moderate to complex technical issues while monitoring support queues, dashboards, and alerts to maintain service level agreements and expand team knowledge. You maintain accurate documentation and knowledge base articles, proactively perform trend analysis leveraging digital experience tools, and conduct regular training sessions. Your responsibilities extend to providing remote support, leading technical assistance for virtual and in-person business events, and participating in cross-functional projects to ensure seamless user experiences. By adhering to asset management policies, and staying current on emerging technologies, you drive efficiency, collaboration, and continuous improvement within Technology Support Services.

Requirements

7+ years of white glove C-Suite executive leadership support for an enterprise organization with advanced OS expertise: Windows, macOS, mobile, and tablet—configure, build, and troubleshoot like a pro.
Experience with ServiceNow and its full suite of modules, leveraging deep platform and process knowledge to streamline workflows and optimize enterprise operations.
Understand network configurations and their impact on end-user technology.
Master support tools: remote desktop assistance, diagnostic software, ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, and automation tools.
Demonstrate analytical problem-solving skills, handling multiple tasks and guiding junior team members.
Communicate clearly and professionally, explaining technical solutions and training others effectively.

Nice To Haves

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

Responsibilities

Deliver white-glove service for executive leadership, ensuring flawless setup, configuration, and troubleshooting of hardware and software.
Provide personalized support by anticipating and proactively addressing unique technology configurations for in-office, travel, and remote work.
Offer hands-on AV support for executive meetings and events.
Act as the primary point of escalation within Technology Support Services, guiding others and troubleshooting the most complex hardware, software, and connectivity issues without predefined solutions.
Collaborate with senior engineers, product owners, and vendors to resolve open issues and deliver a seamless end-user experience.
Help establish hardware performance baselines, build dashboards, and set up alerts to quickly detect and address deviations.
Drive automation by partnering with Level 4 engineers to create proactive solutions that eliminate common user issues.
Identify recurring problems through incident reviews and escalations, ensuring they are tracked and resolved via the problem management process.
Close knowledge gaps by creating and improving SOPs and technical knowledge base articles.
Lead with clarity by providing workarounds, proper processes, and training for all levels of the Technology Support Team.
Evaluate new hardware to ensure it meets business needs without introducing unnecessary risk.
Stay ahead of the curve by keeping current on emerging technologies, tools, and best practices to deliver world-class support.