Moody's Investors Service
Technical Support Analyst
Moody's Investors Service, Charlotte, North Carolina, United States, 28245
Overview
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.
Skills and Competencies
5+ years of experience working in Server, Desktop, and/or Help Desk support is required
Technical Troubleshooting: 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: customer-centric approach to providing technical assistance to both local and remote associates, ensuring a positive end-user experience
Problem Solving: ability to identify, prioritize, and resolve reported problems within service level agreements, including conducting root-cause analysis to prevent recurring issues
Communication & Relationship Management: ability to develop strong relationships with end-users and stakeholders, providing timely follow-up and clear communication on all support issues
IT Service Management: working knowledge of ITIL® frameworks and best practices (desirable)
Education/Certification
Bachelor’s degree is preferred
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.
End-User Support & Troubleshooting (60%): 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
Incident & Asset Management (20%): 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
Reporting & Process Improvement (20%): 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
About the Team 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.
Compensation & Benefits For US-based roles only: the anticipated hiring base salary range for this position is $59,200.00 - $85,800.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including 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.
Equal Opportunity and Notice Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.
For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.
This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.
This description may reference external policies. For more information on EEO rights, pay transparency, and related notices, please contact the relevant company resources.
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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.
Skills and Competencies
5+ years of experience working in Server, Desktop, and/or Help Desk support is required
Technical Troubleshooting: 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: customer-centric approach to providing technical assistance to both local and remote associates, ensuring a positive end-user experience
Problem Solving: ability to identify, prioritize, and resolve reported problems within service level agreements, including conducting root-cause analysis to prevent recurring issues
Communication & Relationship Management: ability to develop strong relationships with end-users and stakeholders, providing timely follow-up and clear communication on all support issues
IT Service Management: working knowledge of ITIL® frameworks and best practices (desirable)
Education/Certification
Bachelor’s degree is preferred
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.
End-User Support & Troubleshooting (60%): 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
Incident & Asset Management (20%): 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
Reporting & Process Improvement (20%): 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
About the Team 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.
Compensation & Benefits For US-based roles only: the anticipated hiring base salary range for this position is $59,200.00 - $85,800.00, depending on factors such as experience, education, level, skills, and location. This range is based on a full-time position. In addition to base salary, this role is eligible for incentive compensation. Moody’s also offers a competitive benefits package, including 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.
Equal Opportunity and Notice Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender, age, religion or creed, national origin, ancestry, citizenship, marital or familial status, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, military or veteran status, or any other characteristic protected by law. Moody’s also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email accommodations@moodys.com. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.
For San Francisco positions, qualified applicants with criminal histories will be considered for employment consistent with the requirements of the San Francisco Fair Chance Ordinance.
This position may be considered a promotional opportunity, pursuant to the Colorado Equal Pay for Equal Work Act.
This description may reference external policies. For more information on EEO rights, pay transparency, and related notices, please contact the relevant company resources.
#J-18808-Ljbffr