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.

About the role

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. 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.

Responsibilities

• Provide reliable front-line support within Technology Support Services, troubleshooting hardware, software, and connectivity issues and escalating when appropriate.
• Work closely with teammates, engineers, and vendors to resolve issues and deliver a smooth end-user experience.
• Monitor support queues and follow team processes to ensure incidents and requests are handled efficiently and within service expectations.
• Support standard technology solutions and help identify opportunities to reduce recurring user issues through process improvement.
• Identify recurring problems and share trends with senior team members to support problem management and long-term fixes.
• Contribute to knowledge sharing by documenting fixes, updating SOPs, and improving support articles.
• Communicate clearly with associates and teammates, providing updates, guidance, and professional support experience.
• Support hardware setup, deployment, and replacement activities in line with approved standards and business needs.
• Stay current on support tools, processes, and technologies to deliver consistent and effective IT support.
• Provide responsive support for associates, ensuring devices, applications, and meeting technology are set up and working effectively.
• Help users with standard office, remote, and mobile technology needs by following support procedures and delivering clear guidance.
• Support meeting room and AV technology to help ensure successful internal meetings and business events.

Requirements

• 3+ years of experience supporting end users in an enterprise organization, with strong working knowledge of Windows, macOS, mobile devices, and common productivity tools.
• Experience using ServiceNow or similar IT service management tools to manage incidents, requests, and support workflows.
• Solid understanding of basic network and connectivity concepts and how they affect end-user technology.
• Strong proficiency with support tools: remote desktop assistance, diagnostic software, ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, and automation tools.
• Experience with PowerShell, Windows Admin Center (WAC), JAMF, or Microsoft Sysinternals Suite is a plus.
• Strong analytical and organizational skills, with the ability to manage multiple support tasks effectively.
• Clear and professional communication, explaining technical solutions in a user-friendly manner.

This role is based in our Charlotte office, with occasional travel as required.

Benefits

• Competitive salary, bonuses, and benefits.
• Company-funded retirement contribution factoring in salary and variable pay, including bonuses.
• Generous time-away and health benefits from day one, with flexible work options.
• 2-for-1 matching gifts for charitable contributions and annual grants for organizations you support.
• On-demand professional development resources to hone existing skills and learn new ones.

Pay

Charlotte Base Salary Range: $72,542–$116,067. In addition to a highly competitive base salary, per plan guidelines, restrictions, and vesting requirements, you will also 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. Temporary positions in the United States are excluded from the above-mentioned compensation and benefit plans.