Technology Support Analyst II

“I can be myself at work.” You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniqueness—and we’re committed to fostering a strong sense of belonging in a respectful workplace.   We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community.  “I can influence my income.”  You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You’ll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will factor in salary and variable pay, including bonuses.  “I can lead a full life.”  You bring unique goals and interests to your job and your life. Whether you’re raising a family, you’re passionate about where you volunteer, or you want to explore different career paths, we’ll give you the resources that can set you up for success.  Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options  Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love  Access on-demand professional development resources that allow you to hone existing skills and learn new ones   “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. “I can apply in less than 4 minutes.”   You’ve reviewed this job posting and you’re ready to start the candidate journey with us. Apply now to move to the next step in our recruiting process. If this role isn’t what you’re looking for, check out our other opportunities and join our talent community.   “I can learn more about Capital Group.”   At Capital Group, the success of the people who invest with us depends on the pe