Technology Support Analyst II

Responsibilities

• Communicate technical issues and solutions clearly to provide an exceptional end user experience
• Set up, configure, and provide operational support for technologies supported by Technology Support Services
• Resolve complex technical issues via user walk-ups or phone calls
• Act as an escalation point for level 1 support associates
• Maintain ticket hygiene by documenting all actions and solutions in ticket notes
• Assist in the creation and maintenance of technology SOPs and knowledge base articles
• Utilize automation to resolve issues and work with senior members to build monitoring
• Manage technology equipment inventory and adhere to asset management policies
• Provide AV and meeting support for virtual and in-person business events

Requirements

• Proficient knowledge of Windows, macOS, mobile, and tablet operating systems
• Ability to build, configure, and troubleshoot hardware and software
• Basic understanding of network configuration and its impact on end user technology
• Experience with support tools including remote desktop, ITSM, and automation tools
• Foundational understanding of cybersecurity principles, including antivirus, firewalls, and encryption
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills

About the Company

Capital Group is one of the largest and most trusted financial companies in the world, with the goal of improving people's lives through successful investing. With over 9,000 associates in 30+ offices globally, we foster a culture of integrity, client focus, and diverse perspectives.