Let's begin! Associate Tech Support Analyst

Moody's•Charlotte, NC

About The Position

Moody’s is seeking an Associate Tech Support Analyst to provide technical services and end-user support to internal customers. The role supports associates in person and remotely, resolving issues involving workstations, printers, mobile devices, office equipment, software, Microsoft products, macOS, VPNs, and proprietary applications. It also manages the lifecycle of support incidents and service requests, including installation, upgrades, configuration, tracking, and resolution, while meeting service level agreements and providing a positive end-user experience. The analyst reviews support data to identify trends, conducts root-cause analysis, and implements preventative measures to reduce recurring issues. The role also provides feedback to leadership on opportunities to improve service. The position is part of the Technical Support Group, a globally connected team that collaborates across regions to provide support and uphold global policies locally. The anticipated US hiring base salary range is $48,500–$70,250, depending on experience, education, level, skills, and location. The role is eligible for incentive compensation. Moody’s describes its workplace as inclusive and emphasizes relationship-building, curiosity, diverse perspectives, action, and integrity.

Requirements

At least 3 years of experience working in server, desktop, and/or help desk support.
Strong skills configuring, installing, supporting, and troubleshooting client workstations, printers, mobile devices, and AV equipment.
Expertise in Microsoft products, macOS, and VPN software.
Customer-centric approach to providing technical assistance to local and remote associates.
Ability to identify, prioritize, and resolve reported problems within service level agreements.
Ability to conduct root-cause analysis to prevent recurring issues.
Ability to develop strong relationships with end users and stakeholders.
Ability to provide timely follow-up and clear communication about support issues.
Basic understanding of artificial intelligence concepts, curiosity about how AI tools can improve processes and efficiency, and willingness to develop awareness of responsible AI practices, including risk management and ethical use.

Nice To Haves

Working knowledge of ITIL® frameworks and best practices.
Bachelor’s degree.
MCSE certification is highly desirable.

Responsibilities

Provide primary technical support to Moody’s associates for hardware, software, and office-equipment issues.
Identify, prioritize, and confirm resolution of reported problems within specified service level agreements.
Troubleshoot workstations, printers, mobile devices, Microsoft products, macOS, VPN software, proprietary applications, and office equipment.
Manage the full lifecycle of support issues, coordinating, monitoring, and tracking installation, upgrades, configuration, and resolution.
Fulfill hardware and software service requests.
Analyze support data to identify trends and conduct root-cause analysis of significant problems.
Report findings and implement preventative measures to reduce recurring issues.
Provide feedback to leadership on service-improvement opportunities.
Collaborate with regional and global team members to share insights and uphold global policies locally.
Demonstrate company values in day-to-day activities and deliver a positive end-user experience.