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Capital Companies Group · 22 hours ago

Technology Support Analyst III

New York, NY

Full-time

Hybrid

Mid, Senior Level

$117K/yr - $188K/yr

7+ years exp

Capital Group Companies is 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 to associates, particularly senior leadership, by providing critical issue resolution and hands-on assistance with technology needs, while also mentoring less experienced associates.

AdviceFinancial ServicesReal Estate

Responsibilities

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

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

Offer hands-on AV support for executive meetings and events

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

Collaborate with senior engineers, product owners, and vendors to resolve open issues and deliver a seamless end-user experience

Establish hardware performance baselines, build dashboards, and set up alerts to quickly detect and address deviations

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

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

Close knowledge gaps by creating and improving SOPs and technical knowledge base articles

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

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

Stay current on emerging technologies, tools, and best practices to deliver world-class support

Resolve moderate to complex technical issues while monitoring support queues, dashboards, and alerts to maintain service level agreements and expand team knowledge

Maintain accurate documentation and knowledge base articles, proactively perform trend analysis leveraging digital experience tools, and conduct regular training sessions

Provide remote support, leading technical assistance for virtual and in-person business events, and participate in cross-functional projects to ensure seamless user experiences

Qualification

C-Suite executive supportWindows expertiseServiceNow experienceNetwork configurationsAV supportAnalytical problem-solvingRemote desktop assistanceCommunication skillsMentoringTechnical documentation

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