Lets begin! Technical Support Analyst (12266)

Moody's•Charlotte, NC

11d

About The Position

At Moody's, we unite the brightest minds to turn today's risks into tomorrow's opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody's is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we're advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence. If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. The Technical Support Analyst (TSA) is part of a global team of 100 members who provide both in-person and remote end-user support. The team collaborates daily within their offices and across regions, sharing information on trending issues and enforcing global policies at a local level. Key to the team's success is always striving to provide an outstanding customer experience and providing feedback to leadership on ways to improve our service.

Requirements

5+ years of experience working in Server, Desktop, and/or Help Desk support is required
Technical Troubleshooting: Required are strong skills in configuring, installing, supporting, and troubleshooting client workstations, printers, mobile devices, and AV equipment, with expertise in Microsoft Products, MacOS, and VPN software
Customer Service: Required is a customer-centric approach to providing technical assistance to both local and remote associates, ensuring a positive end-user experience
Problem Solving: Required is the ability to identify, prioritize, and resolve reported problems within service level agreements, including conducting root-cause analysis to prevent recurring issues
Communication & Relationship Management: Required is the ability to develop strong relationships with end-users and stakeholders, providing timely follow-up and clear communication on all support issues

Nice To Haves

IT Service Management: Desired is a working knowledge of ITIL® frameworks and best practices
MCSE certification is highly desirable

Responsibilities

Provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements, ensuring company values are demonstrated in all day-to-day activities.
Provide primary technical support for Moody's associates, addressing issues related to hardware (workstations, printers, mobile devices), software (Microsoft Products, MacOS, VPN, proprietary applications), and office equipment to ensure business continuity
Manage the full lifecycle of support issues, ensuring all phases—from installation and upgrades to configuration and resolution—are properly coordinated, monitored, and tracked. Fulfill hardware and software service requests
Analyze support data to identify trends and perform root-cause analysis on significant problems. Report on findings and implement preventative measures to reduce recurring issues and provide feedback to leadership on service improvement opportunities

Benefits

Moody's also offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.

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