Hybrid Tech Support Analyst II

504 CGCG-US CG Companies Global-US; Town of Charlotte (NY); On-site; USD 72,542 - 116,067; Full time

Benefits offered by this job

Performance bonuses

Company retirement plan

Job summary

Capital Group in Charlotte seeks a Technology Support Analyst II to deliver high-quality end-user support across hardware, software, and connectivity. You will resolve incidents, document solutions, and contribute to knowledge articles while maintaining service levels in-office and remotely.

With 3+ years in enterprise IT support, you will communicate clearly, collaborate with engineers and vendors, and help optimize support processes. Occasional travel may be required.

Qualifications

• 3+ years of enterprise end-user support experience.
• Proficient in Windows and macOS, mobile devices, and productivity tools.
• Experience with ServiceNow or similar ITSM tools.
• Working knowledge of basic network concepts.
• Familiarity with remote desktop and diagnostic tools.
• Strong analytical and organizational skills; able to manage multiple tasks.
• Clear, professional communication; able to explain technical solutions to users.
• Based in Charlotte with occasional travel.

Responsibilities

• Provide day-to-day end-user technical support for hardware, software, and connectivity.
• Manage incidents and service requests; follow ITSM processes.
• Document issues and contribute to knowledge articles and SOPs.
• Support meeting room and AV setups for internal events.
• Collaborate with engineers and vendors to resolve complex problems.
• Assist with asset management and software deployments.

Job description

Capital Group in Charlotte seeks a Technology Support Analyst II to deliver high-quality end-user support across hardware, software, and connectivity. You will resolve incidents, document solutions, and contribute to knowledge articles while maintaining service levels in-office and remotely.

With 3+ years in enterprise IT support, you will communicate clearly, collaborate with engineers and vendors, and help optimize support processes. Occasional travel may be required.