"I can succeed as a Technology Support Analyst II at Capital Group."

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.

"I am the person Capital Group is looking for."

• You provide reliable front-line support within Technology Support Services, troubleshooting hardware, software, and connectivity issues and escalating when appropriate.
• You have a problem-solving mindset and work closely with teammates, engineers, and vendors to resolve issues and deliver a smooth end-user experience.
• You monitor support queues and follow team processes to ensure incidents and requests are handled efficiently and within service expectations.
• You support standard technology solutions and help identify opportunities to reduce recurring user issues through process improvement.
• You identify recurring problems and share trends with senior team members to support problem management and long-term fixes.
• You contribute to knowledge sharing by documenting fixes, updating SOPs, and improving support articles.
• You communicate clearly with associates and teammates, providing updates, guidance, and professional support experience.
• You support hardware setup, deployment, and replacement activities in line with approved standards and business needs.
• You stay current on support tools, processes, and technologies to deliver consistent and effective IT support.

Associate Support - How YOU Make an Impact

• You provide responsive support for associates, ensuring devices, applications, and meeting technology are set up and working effectively.
• You help users with standard office, remote, and mobile technology needs by following support procedures and delivering clear guidance.
• You support meeting room and AV technology to help ensure successful internal meetings and business events.

Technical Skills YOU Bring

• You have 3+ years of experience supporting end users in an enterprise organization, with strong working knowledge of Windows, macOS, mobile devices, and common productivity tools.
• You have experience using ServiceNow or similar IT service management tools to manage incidents, requests, and support workflows.
• You have a solid understanding of basic network and connectivity concepts and how they affect end-user technology.
• You are strong with support tools: remote desktop assistance, diagnostic software, ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, and automation tools.
• Experience with Power Shell, Windows Admin Center (WAC), JAMF, are Microsoft Sysinternals Suite are a plus.
• You demonstrate strong analytical and organizational skills, with the ability to manage multiple support tasks effectively.
• You communicate clearly and professionally, explaining technical solutions in a way that is easy for users to understand.
• This role is based in our Charlotte office, with occasional travel as required.

Charlotte Base Salary Range: $72,542-$116,067

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.