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Capital Group · 1 day ago

Technology Support Analyst III

New York

Full-time

Onsite

Mid, Senior Level

$117K/yr - $188K/yr

7+ years exp

Capital Group is a leading investment management company committed to fostering a strong sense of belonging in a respectful workplace. As a Technology Support Analyst III, you will deliver world-class end-user support, primarily for senior leadership, by solving critical issues and providing hands-on AV assistance while mentoring less experienced associates.

Financial Services

Comp. & Benefits

Responsibilities

You act as the primary point of escalation within Technology Support Services, guiding others and troubleshooting the most complex hardware, software, and connectivity issues without predefined solutions

You have a problem-solving mindset, collaborating with senior engineers, product owners, and vendors to resolve open issues and deliver a seamless end-user experience

You help establish hardware performance baselines, build dashboards, and set up alerts to quickly detect and address deviations

You drive automation by partnering with Level 4 engineers to create proactive solutions that eliminate common user issues

You identify recurring problems through incident reviews and escalations, ensuring they are tracked and resolved via the problem management process

You close knowledge gaps by creating and improving SOPs and technical knowledge base articles

You lead with clarity by providing workarounds, proper processes, and training for all levels of the Technology Support Team

You evaluate new hardware to ensure it meets business needs without introducing unnecessary risk

You stay ahead of the curve by keeping current on emerging technologies, tools, and best practices to deliver world-class support

You deliver white-glove service for executive leadership, ensuring flawless setup, configuration, and troubleshooting of hardware and software

You provide personalized support by anticipating and proactively addressing unique technology configurations for in-office, travel, and remote work

You offer hands-on AV support for executive meetings and events

Qualification

C-Suite executive supportWindows expertiseServiceNow experienceNetwork configurationsAV supportRemote desktop assistanceAnalytical problem-solvingMacOS expertiseMobile device supportTablet supportPower ShellWindows Admin CenterControlUpJAMFMicrosoft Sysinternals SuiteITSM platformsDigital Employee Experience toolsAutomation tools

Required

7+ years of white glove C-Suite executive leadership support for an enterprise organization with advanced OS expertise: Windows, macOS, mobile, and tablet—configure, build, and troubleshoot like a pro

Experience with ServiceNow and its full suite of modules, leveraging deep platform and process knowledge to streamline workflows and optimize enterprise operations

Understanding of network configurations and their impact on end-user technology

Mastery of support tools: remote desktop assistance, diagnostic software, ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, and automation tools

Demonstrated analytical problem-solving skills, handling multiple tasks and guiding junior team members

Clear and professional communication skills, explaining technical solutions and training others effectively

Ability to provide personalized support by anticipating and proactively addressing unique technology configurations for in-office, travel, and remote work

Ability to deliver white-glove service for executive leadership, ensuring flawless setup, configuration, and troubleshooting of hardware and software