Technology Support Analyst

"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 I at Capital Group."

As a Technology Support Analyst I, you play a critical role in delivering world-class end-user support experience to our associates at Capital Group. At a junior level, you will be under direct supervision, providing virtual and/or in-person end user support for Capital Group's (CG) technology. You will participate in efficient operation of all technology systems with a focus on providing effective and proactive support. With limited assistance, responsible for analyzing, diagnosing, and resolving simple technology issues utilizing knowledge, dashboards, proactive alerts, reporting and ticket assignment. Escalates unresolved issues to more senior team members and participates in improving knowledge and troubleshooting processes to enhance service efficiency.

In this role, you resolve less complex technical issues assigned, through user walk-ups or virtual, ensuring quick resolution in accordance with established service levels. You ensure unresolved issues are escalated quickly to provide optimal customer experience. You regularly review tickets, dashboards and alerts to expand technical knowledge, and work with more senior team members to deepen technical acumen. Your responsibilities extend to providing remote support, leading technical assistance for virtual and in-person business events and participating in cross-functional projects to ensure seamless user experiences. By adhering to asset management policies, and staying current on emerging technologies, you drive efficiency, collaboration, and continuous improvement within Technology Support Services.

"I am the person Capital Group is looking for."

• You are team oriented, working with your peers to support the business and their technical needs, guiding others and troubleshooting the hardware, software, and connectivity issues without predefined solutions.
• You have a problem-solving mindset, collaborating with senior team members to resolve open issues and deliver a seamless end-user experience.
• You help establish hardware performance baselines, review dashboards, and set up alerts to quickly detect and address deviations.
• You are enthusiastic about automation and AI and how to apply them to our day-to-day operations.
• 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 exhibit clarity by providing workarounds, proper processes, and training for all levels of the Technology Support Team.
• You stay ahead of the curve by keeping current on emerging technologies, tools, and best practices to deliver world-class support.

Technical Skills YOU Bring

• You have 1-3 years of technical support experience for an enterprise organization with expertise in Windows, macOS, mobile, and tablet-configure, build, and troubleshoot like a pro.
• You have basic experience with ServiceNow and a foundational understanding of Incident Management.
• You understand network configurations and their impact on end-user technology.
• You have experience with remote desktop assistance and diagnostic software.
• Experience with ITSM platforms, Trading Platforms, Digital Employee Experience (DEX) tools, automation tools, Power Shell, Windows Admin Center (WAC), ControlUp, JAMF, and Microsoft Sysinternals Suite are a plus.
• You demonstrate analytical problem-solving skills, with the ability to multi-task.
• You demonstrate a commitment to continuous improvement by analyzing dashboards, participating in training sessions, and identifying for enhancement and team development.
• You communicate clearly and professionally, explaining technical solutions to associates effectively.
• This role is based in our New York office, with potential travel as needed.

"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 people in whom we invest. That's why we offer a culture, compensation and opportunities that empower our associates to build successful and prosperous careers. Through nine decades, our goal has been to improve people's lives through successful investing. We know that our history is a testament to the strength of the people we hire. More than 9,000 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Find us on LinkedIn, Instagram, YouTube and Glassdoor.

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will 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.

You can learn more about our compensation and benefits here.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.