Technology Support Analyst

Capital Group•New York, NY

2d•$80,073 - $128,117•Onsite

About The Position

As a Technology Support Analyst I, you play a critical role in delivering world-class end-user support experience to our associates at Capital Group. At a junior level, you will be under direct supervision, providing virtual and/or in-person end user support for Capital Group's (CG) technology. You will participate in efficient operation of all technology systems with a focus on providing effective and proactive support. With limited assistance, responsible for analyzing, diagnosing, and resolving simple technology issues utilizing knowledge, dashboards, proactive alerts, reporting and ticket assignment. Escalates unresolved issues to more senior team members and participates in improving knowledge and troubleshooting processes to enhance service efficiency. In this role, you resolve less complex technical issues assigned, through user walk-ups or virtual, ensuring quick resolution in accordance with established service levels. You ensure unresolved issues are escalated quickly to provide optimal customer experience. You regularly review tickets, dashboards and alerts to expand technical knowledge, and work with more senior team members to deepen technical acumen. 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

1-3 years of technical support experience for an enterprise organization with expertise in Windows, macOS, mobile, and tablet—configure, build, and troubleshoot like a pro.
Basic experience with ServiceNow and a foundational understanding of Incident Management.
Understanding of network configurations and their impact on end-user technology.
Experience with remote desktop assistance and diagnostic software.
Demonstrate analytical problem-solving skills, with the ability to multi-task.
Demonstrate a commitment to continuous improvement by analyzing dashboards, participating in training sessions, and identifying for enhancement and team development.
Communicate clearly and professionally, explaining technical solutions to associates effectively.

Nice To Haves

Experience with ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, automation tools, Power Shell, Windows Admin Center (WAC), ControlUp, JAMF, and Microsoft Sysinternals Suite are a plus.

Responsibilities

Providing virtual and/or in-person end user support for Capital Group's (CG) technology
Participating in efficient operation of all technology systems with a focus on providing effective and proactive support
Analyzing, diagnosing, and resolving simple technology issues utilizing knowledge, dashboards, proactive alerts, reporting and ticket assignment
Escalating unresolved issues to more senior team members and participates in improving knowledge and troubleshooting processes to enhance service efficiency
Resolving less complex technical issues assigned, through user walk-ups or virtual, ensuring quick resolution in accordance with established service levels
Ensuring unresolved issues are escalated quickly to provide optimal customer experience
Regularly reviewing tickets, dashboards and alerts to expand technical knowledge, and work with more senior team members to deepen technical acumen
Providing remote support
Leading technical assistance for virtual and in-person business events
Participating in cross-functional projects to ensure seamless user experiences
Adhering to asset management policies, and staying current on emerging technologies
Driving efficiency, collaboration, and continuous improvement within Technology Support Services
Supporting the business and their technical needs, guiding others and troubleshooting the hardware, software, and connectivity issues without predefined solutions
Collaborating with senior team members to resolve open issues and deliver a seamless end-user experience
Establishing hardware performance baselines, review dashboards, and set up alerts to quickly detect and address deviations
Identifying recurring problems through incident reviews and escalations, ensuring they are tracked and resolved via the problem management process
Closing knowledge gaps by creating and improving SOPs and technical knowledge base articles
Providing workarounds, proper processes, and training for all levels of the Technology Support Team
Keeping current on emerging technologies, tools, and best practices to deliver world-class support